Asitava Majumder sent a message to Lee KunHee that said:
I purchased one Samsung refrigerator, Model no. RT42M5538S8 (Elegant Inox) 024307680005, from Sales India Pvt. Ltd., Chandkheda, Ahmedabad showroom on dated 18.03.2019 at a Price of â¹ 44,650 (Minus â¹ 1000 for exchange of old refrigerator).
From 15.11.2019 the Refrigerator got out of order.
I lodged a complaint (Complaint no. 2259369175) on Saturday dated 16.11.2019 through Samsung Helpline.
It was assured that the equipment will be attended on Monday (18.11.2019). However one technician came and inspected the problem on 17.11.2019. He informed that there is problem with circuit board, which need to be replaced. He asked to re-register the complaint. The new complaint no. is 4294842660 dated 17.11.2019.
On 18th November he rang up and asked to contact Samsung Ahmedabad office at landline number 079-26935000 for further course of action.
Samsung Ahmedabad office informed that circuit board will come from some other place and it will be replaced on 22nd November.
On 20th November another technician turned up with a spare circuit board (Old one). On connecting that circuit board, refrigerator could not be started. He said there is problem with the compressor and it will be changed in one or two days.
Since then nobody has turned up. Refrigerator is in defunct condition and our life is at the mercy of Samsung India electronics private limited.
We are spending our days without proper food. Neither can we store cooked food, milk, non-veg etc. nor preserve vegetables and fruits for three-four days. School going children are not getting breakfast in time.
Whenever asked Samsung Ahmedabad office, they says it will be attended in âOne or Two Daysâ.
I spent 44 Thousand Rupees to purchase a Samsung Refrigerator and expected to enjoy hassle-free life. One Year onsite warranty for the refrigerator and 10 year warranty for the compressor was assured by your company. I and my family is being harassed for last thirteen days by your company. It is a serious breach of contract.
I would like to get my money refunded or this defective refrigerator is replaced by a new one at the earliest.
I think compressors are rugged enough and rarely get out of order. Your technician could not identify the problem at all. In fact he spent very little time in diagnosing the real problem.
Please let me know how long I have to suffer like this. And every consumer has a limit of their patience. Donât force me to tell my friends and relatives, how worst âAfter sales serviceâ of Samsung is; and what extreme harassment one should expect if he or she does a mistake in purchasing any Samsung appliance.
It seems that your people in Ahmedabad office are habituated in receiving calls from harassed customers like me. Most professionally they assure me of prompt service in âOne or Two daysâ, which is a blunt lie.
There is enough scope of rectifying the probable loss of goodwill. You can refund my money or replace the defunct refrigerator with a new working refrigerator at the earliest.
I expect that you will not force me to take other measures to secure my rights as an honest consumer. May I have to contact higher authority in Samsung, if I donât get satisfactory response from you soon.
With Thanks. - A Majumder, 9428008388.
I sent the above letter to the CEO of Samsung India on 27th December 2019.
Chronology of events after that is as under.
DATE EVENTS
18-03-2019 I PURCHASED ONE SAMSUNG REFRIGERATOR, MODEL NO. RT42M5538S8
WITH ONE YEAR ON-SITE WARRANTY AND 10 YEARS WARRANTY OF COMPRESSOR.
15-11-2019 REFRIGERATOR OUT OF ORDER
16-11-2019 LODGED COMPLAINT NO. 2259369175
17-11-2019 FIRST INSPECTION DONE. IDENTIFIES AS CIRCUIT BOARD PROBLEM. LODGED NEW COMPLAINT NO. 4294842660
18-11-2019 TECHNICIAN ASKED TO CONTACT AHMEDABAD OFFICE ON 079-26935000
20-11-2019 CHECKED WITH SPARE CIRCUIT BOARD. TOLD PROBLEM WITH COMPRESSOR
27-11-2019 LETTER TO CEO SUBMITTED THROUGH SAMSUNG WEB-SITE.
28-11-2019 CEO OFFICE RESPONDED. LADY FROM CEO DESK ASSURED STATUS WILL BE UPDATED BY 16:00 HRS
AT 20:30 ANOTHER PERSON INFORMED IT WILL BE ATTENDED ON 30.11.2019
30-11-2019 MR. YOGESH SAID COMPRESSOR IS READY. IT WILL BE REPLACED ON TODAY ITSELF.
MR. NIKHIL OF AHMEDABAD OFFICE TOLD WRONG COMPRESSOR HAS BEEN RECEIVED.
02-12-2019 MR. YOGESH SAID WRONG COMPRESSOR CANNOT BE FITTED. CORRECT COMPRESSOR HAS BEEN BOOKED. IT WILL BE REPLACED SOON.
04-12-2019 MR. YOGESH TELEPHONED. WE INFORMED OUR GUEST WILL BE COMING ON 10TH DEC. I WANT THE REFRIGERATOR TO BE READY LATEST BY 7TH. HE AGREED AND SAID THE CASE TO BE WIND UP BY 7TH DECEMBER.
06-12-2019 MR. YOGESH TELEPHONED TO INFORM THAT REPAIR WILL BE DONE ON MONDAY, 9TH DECEMBER. WE HAVE NOT RECEIVED ANY REPLY MAIL AGAINST OUR APPEAL TO SAMSUNG CEO OFFICE IN INDIA.
YOGESH REQUESTED TO WAIT UP TO MONDAY THROUGH MAIL FOR THE FIRST TIME.
MR. YOGESH SENT A REPLY MAIL.
IT IS MOST OBVIOUS SOMEBODY WILL RING UP ON 9TH DECEMBER TO ASK EXTENSION FOR SOME MORE DAYS. AND I WILL CONTINUE TO SUFFER FOR UNLIMITED PERIOD.
Above information indicates Samsung India is totally reluctant to focus on Customer satisfaction.
I want to draw attention of the head quarter of Samsung to possible loss of good-will and loss of one of the largest consumer market in India.
As an honest consumer of Samsung products, I expect Samsung HQ to take appropriate instruction / action to resolve my harassment.
Thanking you,
A Majumder, +91 9428008388
Asitava.majumder@gmail.com
