Oct 12, 2008 07:28 AM
18953 Views
(Updated Oct 16, 2008 09:36 PM)
UPDATE ON OCT 16: Yesterday, I got in touch with Mr. Srinivas B - Regional Service Manager, Bangalore - and explained my situation to him and the fact that I'd contacted the office of the VP Customer Satisfaction. Srinivas was courteous, took time to understand the problem and promised to send an expert as soon as he could. He actually tried to arrange one yesterday itself, but couldn't and promised to send one across today (Oct 16). Today, Mr. Sridhar K, came to take a look at the problem. I found Sridhar to be highly competent - he was polite, listened carefully, explained all technical details satisfactorily. Sridhar identified the root cause as a faulty bimetal and replaced the same. He even offered not to accept payment immediately, but wait for a couple of days to see if the problem was truly resolved. I was very impressed with his competence and professionalism and even though it's still too early to say for sure, I feel confident the problem has been resolved. At this stage, I am very satisfied with the response to my escalation, from all quarters. I have changed the rating accordingly.
NOTE:
Review pertains to a different model - this is the closest model i could find. But, anyway the review is more about the (lack of) quality of service from samsung. Product details: refrigerator; model: sr32emb/wh; purchase date: april, 2004 problem: the main compartment (i.e. The fridge compartment, not the freezer) doesn't cool at all or barely cools, even though the thermostat (for the fridge compartment) is almost at maximum. The freezer compartment works perfectly fine. Probable immediate cause (as described by one of the numerous service engineers who visited): ice forms on the cooling coil behind the freezer and prevents the lower (fridge) compartment from being cooled properly, either because it blocks the inlet for cool air for the lower compartment or it interferes with the thermostat for the lower compartment.
(DIS)SERVICE HISTORY: -
Problem first reported about 5 months ago; service engineer visited; explained the cause (as described above) and requested to shut the fridge down for 24 hours and then switch on; did so and the problem disappeared for the next 3 months or so - 3 months (or so) later the problem reoccurred; since then, I've had about 5 (yes, FIVE!!!) visits from service engineers and the problem persists.
The first of these visits, the engineer once again asked us to shut down the fridge and mentioned that we should periodically - once in two months - shut down the fridge for 24 hours for the ice to melt.
Second visit, essentially same as the first - Third visit, engineer 'identifies' root cause as a defective timer and replaces this at a charge of about Rs. 780. After this, the ENTIRE fridge (including freezer, which till now was fine) stops working!! While waiting for the service engineer to come (which took a few days, despite urgent calls to the service center and several heated conversations), I drag the fridge out of it's corner and manually keep turning the timer every few hours to keep it running.
Fourth visit, engineer replaces the just-replaced, 'new', timer with another one, promising that this time the problem has been solved permanently.
Fifth visit, this time a new engineer - apparently an expert (after speaking to the service supervisor and insisting on a different person) - comes and says that the timer - just replaced twice about two weeks ago - is defective AGAIN and replaces the timer for the THIRD time. This time, the fridge, quite fed up with the useless service, I think - doesn't even wait for a day before malfunctioning. Before evening, the bottom compartment isn't cooling again! CURRENT STATUS: Fridge has been switched off and will remain so for 24 hours for the ice to melt - every time the bottom compartment stops working, this is what I guess I have to do.
