Feb 02, 2016 07:54 PM
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Samsung Account No: 5426548422
Complaint Ref: 4208247357 dated 22/01/2017
Compalints to CEO
REF: 1127972207dt. 28/01/2016
Ref: 1128001215 dated 30/01/2016
Ref: 1128033228 dated 01/02/2016
Complaint given on 02/02/2016
I purchased a Samsung Inverter Fridge - 5 Star - on 20.04.2013. Around 20th January, 2016 a foul smell emanated from the fridge. I switched it off. I complained to a toll free number. A technician from'tickmyapps' turned up claiming to be the authorised service partner of Samsung. I drove him away and again complained to Samsung call centre. There was no response. I pursued the complaint. First technician visited on 23rd and went back with a promise to send another technician to fill gas in the compressor and gave an estimate of Rs. 3500/-. The next technician did not visit on 25/01/2016, as promised.
After pursuing with the call centre, a technician came on 27/01/2016. His diagnosis was that the two circuit boards are to be replaced, besides attending the compressor. His estimate was Rs. 5500/-. After I have taken up the issue with the CEO, a third technician came on 28/01/2016. After examining the fridge, he called for a spare compressor. He found that the fridge works with the spare compressor. There was nothing wrong with the circuit boards. Then he fitted the original compressor and filled gas(refrigerant). But the leak was not in the tube. It was at a point where the technician cannot plug the leak.
I suspect that this was due to a faulty design or manufacturing defect. He took photographs and mailed it for resolution by the company. I was asked to be ready with id proof, a cheque leaf with my name, guarantee card and two copies of the invoice. The customer care executive Vidyashankar informed me that new fridge will be given . On 1st and 2nd February, he had not answered my calls nor did e return my calls. I have pursued the matter with the CEO. One Karthik called me and assured quick resolution by 1st feb., evening and collected model no. and serial no. But a lady from CEO's office called in the evening and apologized for the delay but could not give a date for resolving the issue. There was no positive response for my mail to CEO on 2nd Feb., 2016.
SAMSUNG ELECTRONICS could neither service the product nor could they replace the defective piece. The long delay is unexplained. Their service personnel are not competent. Three technicians had to visit to identify the problem. I am not able to go for a new fridge, without a final answer from Samsung. SAMSUNG had put me on tenter hooks. This has caused a lot of mental agony and disturbed the piece and harmony in my family, besides the monitory loss.
