[Resolved]  Samsung India — faulty refrigerator received and useless service provided from head office unsupportive staff

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400066

Hi,
I have purchased a convertible frost free refrigerator model no.- rt39m5538s8/tl/2017 from kohinoor electronics which was delivered to me a week later from the date of purchase since then there was sweating issue around the control panel area and cooling issue for which i raised a technical complaint and an engineer was sent to my place he asked my mother to get the invoice who was alone at that time and in the meantime without our knowledge he opened the control panel and tried to fix the sweating issue and damaged the corners of the control panel and for the cooling issue he said that unless there is ice formation in the fridge we don't consider it as a cooling issue.
I have to again call the support team and tell the problem but still it was not paid heed to. After several attempts i have to ask the support executive to transfer the call to one of the seniors after which my complaint was escalated to the head office and i was assigned miss sonia upadhyay to handle my case, she asked me to get the door replaced and assured that the problem will get resolved once i replace the door and also offered me extra warranty on the fridge which i refused and asked for replacement as it was faulty unit with not even the basic function of the fridge which is cooling not working properly, but she tried to convince me stating that lets see if the issue gets resolved and if it doesn't then i'll further escalate your case to the management and get the replacement done to which i agreed but to my surprise when the technician visited my place with the replacement door it didn't had the control panel which was actually damaged, i again had to call mrs. Sonia to explain her the issue and then they replaced the control panel as well along with the door, the technician in order to stick the brand stickers removed the transparent plastic laminate on the door halfway through which looks very ugly upon asking why he did it he said it was done to verify that the color was proper, even after that the issue was not solved there was still ice formation on the vents in the freezer, i once again has to call mrs sonia for which she said i'll be sending the senior technician mr kalpesh to take temperature readings. When he came he was saying that no matter what happens the sweating issue will remain as is and nothing can be done about it and the ice will continue to form on the vents as outside air goes in the fridge and ice is formed. I told him that how can this be possible as its a frost free refrigerator and cold air is getting blown outside the vents to which he said that this is what happens, about the temperature readings that were taken were, the default temperature of the fridge was set to 3 degree & freezer at -19 degree for which the temperature readings were -26.8 degree for the freezer which is higher than the max temperature on the control panel which is -23 degree and for the fridge it was 7 degree which is the lowest temperature on the control panel at which the fridge can be set, upon asking the mr kalpesh he said its fine this is the fridge is supposed to be like this as its an automatic fridge and it will cool down eventually so i replied and asked then what was the need of control panel if the fridge is not getting set at my desired temperature and why was the technician trying to fix it to which he said that control panel never gets repaired i don't know why he did that because of which we got it replaced and for every problem i ask he had the same answer that the fridge is fine and left. I tried calling mrs sonia for 2 days continuously after that she didn't answer again i called up the customer care and asked them to raise a request that i get a call from the head department to let me know the status of my complaint after which i received the call and she said that according to us there is no issue in the fridge as per the reports we received, losing my patience i told her that i have followed every procedure you asked for as per your company policies and even after all this you are saying that the fridge is fine i asked her that will you be finally able to help me with the replacement of this faulty unit to which she very blatantly replied no and hung up. I don't get this first of all i received a faulty unit, instead of repairing they damage the control panel and the technician coming at place even after seeing that there are issues is saying that there isn't any issue and the replacement of the parts are given for the parts which are not even damaged is this the kind of troubleshooting and solutions head office staff provides. Pathetic service from all the service staff and no sign of giving replacement even though the fridge is under warranty as if they have instructed the staff that no matter what no replacement will be given