[Resolved]  Samsung India — new refrigerator found not working during installation and yet to be repaired/replaced

Address:	Bangalore, Karnataka, 560066
Website:	www.samsung.com/in

We bought the rt65k705bs refrigerator (Serial no.0dvc4dbj400461m) from the girias store indiranagar, bangalore. We asked for installation (Req. No.[protected]) on the 6th of sep'17 which was assigned to service engineer mr. Ranganath (Mob: +91-[protected]) who visited on the 7th sep'17. After the initially opening and setting up the refrigerator he plugged it in and it didn't turn on. He then said that he is not authorised to open the panel behind and check for faults.

So we gave a service request (No.[protected]) on the same day ie 7th sep. The request was assigned to mr. Habeeb (Mob: +91-[protected]) who came the next day. When he opened the panel he found water in the electrical parts and that he would come back after 4 days with a replacement motherboard/panel. He hasn't responded to any calls from us since then.

We then placed another request (No.[protected]) on the 13th which was assigned to service engineer mr. Ravi (Mob: +91-[protected]). When we called him to check on what time he would be coming he said that he doesn't service that area at all. When we started speaking sternly to him he asked us to check with the service head mr. Naveen (Mob: +91-[protected]). He refuses to receive calls and doesn't respond to messages either.

I called ravi again yesterday and he said i can only escalate the issue by calling the customer care. When i called and all they said that "we regret the inconvenience caused, we will raise another request and send a reminder to the service engineer" i was like which service engineer will you send the reminder to? The one who doesn't service that area or the one that doesn't answer his phone?

After screaming my tonsils out i was assigned another engineer mr. Rajesh (Mob: +91-[protected]). When i called him i explained the whole story and told him to come with a replacement board and he agreed and said that we would come by 12 noon. Obviously he didn't turn up. I called him around 2pm and his response was "sir we don't have a replacement board so i didn't come". No courtesy to even inform the customer. So i screamed at him too and said atleast come and reconnect the wires that were all disconnected by his colleague mr. Habeeb on the 8th sep'17 he came in a couple of hours and did the needful and plugged it in. But still it wouldn't turn on. He then said that he would go to the office today ie the 15th sep'17 and check as to when a board would be available and revert back to me with the information by mid-day.. As the tradition goes with samsung service personnel he is not receiving calls.

We are now really fed up and don't have the energy to call customer care again and not a clue as to when the issue will be resolved and we can start using our refrigerator.

Nikhil baliga
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