Ashok sent a message to Lee Kun-Hee Chairman, Samsung – email address that said:
Dear Sir,
Greetings !
Please find below my concern.
Samsung Double door Refrigerator Fridge Gas leak and condemnation.
I bought a Samsung Double door Refrigerator on 03/07/2011 from their dealer Kay Dee Electronics Noida wide Invoice No. 2602, in my house in Delhi. On 20/08/2016 the fridge totally broke down without any cooling. After registering a complaint wide complaint two technicians have visited and informed there is internal leakage and vanished without charging service fee and without giving any service slip or suggesting next course of action. I contacted SAMSUNG customer care several times and got assurance of senior service engineers call visit in next 24 hours. Since then no senior service engineer has bothered to call or visit.
I have called up several times to customer care centre wide reference nos. 1132229676 spoke to Mr. Gaurav , spoke to Mr. Gopal, spoke to Mr. Hasan, and so on. Even I had a chat on web with Mr. Ankit Gupta Ms. Akrati several times and got assurance for senior service engineer’s visit with a caption we will convert your bitter experience with a better experience. Even on suggestions provided by Ms. Akrati, I spoke to Mr. Jatin , Service centre head at Patparganj, But no one has visited till now on 24/08/2016 at 1pm.
Today on 24/08/2016, again called up to customer care centre and got to surprised that the service has mentioned in the case that it is beyond repair and as per Samsung policy we can take responsibility to repair it. The lady argued on the policy guidelines.
On 24/08/2016, through the day I was chasing customer care executives, Ms. Tinky, she provided me a new reference promised me that she has escalated the case to senior management and assigning complaint to service centre. Nothing took place. I again called up to customer care, some senior person picked us the phone and promised to take this complaint with service centre head.
After an hour’s time I received a call from Mr. Narender Choudhary from 9210155863, he refused to send engineer. I do not know how service engineer / service centre is updating feedback without attending the complaint. Also, I am surprised, why the service centre head is not asking for a service report signed by customer.
Getting a service report is customers right.
Today, at 6pm, I spoke to Mr. Ali at customer care, he promised me that before 8pm somebody will attend the complaint. But nobody has turned up.
Again at 8:30 pm spoke to Mr. Ali, and reminded him, he again told me that he is escalating the issue. I took a leave today and waited whole day based on previously made promises.
After 25/08/2016, Every day somebody from Samsung was assuring me for a solution but not ready to arrange engineers visit and provide a service report.
Today on 27/08/2016, the same person called up and offered me a 10% compensation of the invoice value which is 1,800 INR. More than this amount I can get as discount if I will exchange my refrigerator with any other brand.
I would request you to please send your engineers and take this unit to your Samsung scrape yard; I will pay the transport cost from my pocket as a goodwill gesture and with a promise not to advise people not to purchase Samsung products in future.
I would like to know the following-
1. Is the refrigerator is manufactured only to perform till the warranty/ Guarantee ends?
2. Who will take the responsibility to get it repaired after warrantee/Guarantee?
3. Why they have manufactured a refrigerator which cannot be repaired?
4. How the other refrigerators of same type are working fine even after 10 years?
5. Should I register my grievance with Consumer forum?
6. Should I stop recommending samsung products to other people?
7. Should I publish my grievance on social media?
8. Is Samsung works on the policy of cheating people, They know that even during warranty period also if any unit stop functioning they will offer customer a depreciated value and get rid of the situation easily.
9. They do not send engineer in such cases and escape from providing service report. That is customers right to get a report.
After many request customer care centre is not ready to provide me any email id of any superior authority to look into the issue.
I am not able to understand the way of handling customer issues by Samsung.
Please look into the issue at the earliest,
Ashok
