[Resolved]  Samsung India — refrigerator malfunction in 6 months of purchase

Address:

500082

The concerned manager
Samsung refrigerators
Hyderabad, india

23/08/2017

Sir/madam:
I have a lot of things to say to samsung, so kindly bear with me and read this carefully.
We bought a samsung refrigerator model rt56 from samsung digital home in dwarkapuri colony, punjagutta, hyderabad, on 24th june 2016, for rs. 68000.
On 12th august 2017 we registered a complaint with samsung that the refrigerator compartment of the rt56 was not cooling effectively, and were assigned complaint number [protected].
This was after my wife and i both suffered a mild attack of food poisoning on 11th august, with symptoms of nausea, vomiting, and headache that lasted a day. My wife pointed out that for the last few days the refrigerator appeared not to be cooling effectively. Over the next 24 hours i used a thermometer to measure the internal temperature several times. The freezer compartment was fine at -20 celcius, but the lower compartment measured 8 to 10 celcius, even though the setting was at 2 celcius. Thus i was able to link our food poisoning symptoms to consuming left over chicken and other foods that had gotten spoilt.
The samsung mechanic who inspected the frij on august 17th found ice build-up in the cold air duct blocking the air flow. He removed the ice and solved the problem, at least temporarily. He said that some malfunctioning part would have to be changed for a more permanent solution.
But what is of serious concern to me and my wife is that this is the second time we have faced this problem with this frij. The same problem happened before in february 2017 – internal temperature going up and spoilage of food. At that time we were shocked to find so basic a problem with a new frij and wanted a replacement. But the samsung mechanic explained that the ice build-up was caused by a faulty pcb, and that once that was replaced, the problem would be solved.
But the same problem has recurred in less than six months. I have had several refrigerators in my life, and none of them until this one has given any problem in the first 5 to 7 years.
We can be forgiving the first time and say that there is a small statistical failure rate that is normal, and it just happened to be in the frij given to us. But if the failure happens a second time in such a short time period, then there is clearly a more basic problem. It could be that this particular piece is a lemon, or possibly there is some design flaw in the rs56. Either way, we don’t want to be saddled with a lemon. If we have spent this kind of money, we have every right to expect high quality and peace of mind.
Kindly take this refrigerator away, and either refund us the money we paid, or give us a new replacement, or give us equivalent credit towards the purchase of a different (Large size) model.
I wish to point out that i have purchased four samsung refrigerators in the last few years – three in our three hyderabad homes, and one in my ghaziabad (Ncr) home – because i have liked your product features and have trusted your brand. I hope samsung will live up to that trust.