I lodged a complaint with Urban Company about water continuously entering the drum, and Mr. Osaf Ahmad was assigned to address the issue. He visited on 30.05.2024, identified a faulty inlet, and informed us that it needed replacement, which we requested him to do. The problem was resolved, and the water stopped entering the drum.
However, during our next washing cycle, we discovered that the drum was not rotating with the motor. We requested a revisit from Mr. Ahmad, who came on 04.06.2024. He informed us that the drum was broken and could only be repaired by an company authorized service center (SAMSUNG). It is important to note that there were no issues with the drum prior to his initial visit.
Following Mr. Ahmad’s advice, we requested a visit from a Samsung engineer. The engineer confirmed that the drum was broken and estimated the replacement cost to be around Rs. 12, 000. He also mentioned that the drum was likely broken during Mr. Ahmad’s repair.
Throughout this process, Mr. Ahmad repeatedly told us that there was no solution possible from Urban Company. However, when your Senior Engineer visited today, which was really nice gentleman, he assured us that the repair/replacement would cost Rs. 5, 499 and mentioned that no cost would be incurred if the complaint had been made within 7 days of the initial job. I would like to point out that Mr. Ahmad's second visit was on June 4, 2024, which falls within the timeframe mentioned.
This contradictory and misleading information made by Mr. Ahmad has made it hard for me to trust the Urban Company team. Given this timeline and the fact that the damage occurred during Mr. Ahmad's repair, it is frustrating for us to be paying for someone else's fault. Was this information helpful? | 
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