[Resolved]  Samsung India — samsung double door refrigerator complaint

Address:

208005

Date: 31.08.2017

Important complaint for immediate action

Dear sir /madam

I am arun kapoor and have purchased a double door refrigerator of samsung of rs. 66000/- from your dealer in kanpur (Up)-india. I could not uploaded the purchase bill for your reference as your site takes only one document, and i wanted to send this complaint on a prority basis. However the bill number is 128 dt. 03.04.2014 purchased from your dealer “smile stores” at 24/36, birhana road, kanpur. The name of the purchaser is regency hospital ltd, sarvodaya nagar, kanpur (Up).

I purchased this product on 03.04.2014 after hearing from the dealer about this new wonderful double door samsung refrigerator. The model no. Is rt56h6679sl samsung ref. Unfortunately, since the day i purchased this product, i have faced non-cooling problems. On various complaints, since the date of purchase, the local service engineer used to turn up and check the product. After changing a few small parts, he used to close the complaint and take cash for the service and parts. I was never given a bill, and was told that the same would be sent by courier, which never used to come.

Recently, since july 2017, the fridge has virtually been non-functional. After complaints, again many service engineers came and checked the fridge. They first changed some copper or other metal pipe inside saying that this particular model is faulty and will keep on posing problems on a regular basis. Thereafter, the gas was filled and again cash was collected with the promise that the bill would be sent by courier. Same thing happened, the courier with the bill never came.

The fridge worked fine for about a week or so and again stopped cooling. The complaints became a regular feature, and again some new service engineer came who said the compressor is not working to its capacity and changed the same, under the 10 years warranty, and started the fridge. Again the cash was given for small parts (Not the compressor) and the service fee without any bill. Thereafter the cooling again lasted for a week + and stopped cooling absolutely. I have some recent complaint /service requests as samples for your necessary perusal and necessary action viz...[protected] & [protected]. You can track these complaints and know the real story, if at all it has been reported correctly by your engineers. You can well imagine the time period of the last about 2 months and the trauma being suffered by us continuously.

In short, i am totally disillusioned and exhausted after purchasing this faulty product from a reputed and famous brand like samsung. I know if things go the same way, then eventually i may have to change the fridge for a peaceful living.

I would like to know the following from your top management, if at all, customer complaints are taken seriously by by your esteemed company;

— why was a faulty product like the above model introduced in the market by samsung. (This has been confirmed repeatedly by your various service engineers since the purchase)

— is this model part of some ‘rejected refrigerators’ imported by the company to sell in the indian market to hapless customers like me.

— a similar model was purchased by my brother, around the same time. Even he has been complaining regularly about this refrigerator.

— why is such a laid back approach taken by your engineers, who usually take a very long time (Number of days) to attend and close the complaint finally. There is no urgency, keeping in mind that a fridge is virtually the “heart” of any household today.

— kindly take the matter very seriously and take an immediate action/ decision to replace the fridge at the earliest to re-instill faith in a reputed company like yours. This will surely reassure me and other wannabe customers that samsung means business, and is not fooling its indian customers.

I would like to mention that we are one of the largest healthcare group in north india, having a chain of multi-speciality hospitals and paramedical institutes under the brand name of regency healthcare. It would not be out of place to mention here that we have also faced a lot of problems with samsung split air conditioners purchased earlier. But due to bad service and follow up, we have totally stopped purchasing the same in our group companies.

I am writing this to apprise you of my suffering vis-à-vis the above samsung refrigerator, which unfortunately, i chose for my personal home use by replacing the earlier good one.

Hope you will take a pragmatic view in the matter, in keeping with your samsung brand reputation. Kindly reply to :

Arun kapoor, director, regency healthcare
(Para medical education division),
117/h-1/197, pandu nagar,
Kanpur (Up)-208005.
Email: [protected]@regencyhealthcare.in
Mobile: [protected], [protected].

Regards
Arun kapoor
(A hapless customer)