Oct 03, 2013 09:39 AM
29422 Views
This is with reference to my complaint number 8455827294 made approx. 3 weeks ago with respect to a double door fridge Model no. RT34MB 851/XR. Approximately a month ago a drip began to occur from a vent into the fridge portion of the fridge. I complained to Samsung and an engineer arrived. After inspection, his finding was that a heating duct was not functioning and that Samsung would not be replacing it but he would have to get it from “outside”.
In addition I was told that the fridge would have to remain closed for 8 days and once the part was installed, closed for another 4 days! Furthermore, he stated that a “glue” which is required would have to be imported from korea. In the end he estimated a cost of Rs.4500/. In anticipation of this seemingly huge task, a family member was able to send across a small fridge to our home so we could accommodate the time it was going to take. At the same time, I decided to cross check with the engineer again. When I spoke to the engineer, apart from being condescending over the phone, he gave me a garbled techie response which made no sense. So I complained through customer care who was quite surprised at what I had been told. In particular they said a fridge is never closed for more than 24 to 48 hours.
I was put on a conference call with the service center in Grugaon and was told a senior engineer would address my complaint. A senior engineer (much more polite than the first guy) came, evaluated the problem. He had me close the fridge, removed the back part in the freezer section and asked me to make sure it is exposed to sun so it can dry. I did the same. He said he would get the necessary material to fix the same.
Four days later he returned and apparently fixed the problem- replacing the foil like covering on the part at the back of the freezer. Only then I was told it would be covered for one month (that alone sounded suspicious). I was charged 1048/ rupees for this job. I was billed on the 25th of Sept. 2013. It amazes me as to the discrepancy of advice as well as cost given by two engineers from the same service center.
Not surprisingly, less than two weeks have passed and the leaking drip has begun again, only worse.
I called the service centre and not surprisingly I have to start from square one. Not only is this harassment for a working household but the expectation is that we are free to wait around for a fairly simple repair to happen. I am appalled by the lack of experience, misrepresentation, misinformation, harassment, and clearly shoddy repair as well as divergent costing that exists within this service centre.
I do intend to take this issue further since the first engineer made it seem like the customer didn't matter and he knew best. Well, this customer cares even if Samsung doesn't.
Naina Kapur,
Advocate
