Samsung — Refrigerator

Address: B-304, TWINS TOWERS, Plot 57, Sector 20, Kharghar-410210. Navi Mumbai. Maharashtra

Purchased from Croma Kharghar (Navi Mumbai) Pin 410210.
Invoice no. : SLA116RS5860395 dated 28 May 2022
Within days we noticed deep knocking sounds coming intermittently from the outside top back area of the cabinet.
FIRST complaint Ref. No [protected] registered on 29 June 2022 on Samsung Helpline number[protected]. No visit. But vague, unsatisfactory explanation given by a technician from a local franchisee service center, on phone. The complaint was closed unilaterally on their own.
The uncommon and un-natural deep knocking sound kept continuing.
So, again I registered a SECOND complaint Ref. No [protected] registered on 02 July 2022 on the Samsung Helpline number[protected]. This time a visit by two technicians (Faisal and Imtiaz. Both of them observed add the knocking sound occurred in their presence. They prepared no report nor offered any solution nor explanation. They said they will refer it to their senior at the Service center. No response for 2 days. On the third day I rang up the local service center (franchisee) from where the technicians had come. After much persuasion they connected me to a service head Aakash Wadkar (Mobile [protected]) who listened to my the problem and assured to resolve it. But to my surprise and annoyance, the complaint was closed unilaterally on their own within TEN minutes of my talk with Aakash Wadkar, with remark "Service request [protected] has been cancelled as no defect was found by engineer." !!
In desperation, on 23 July 2022 I then visited the Croma Showroom where I had made the purchase. Again they listened and said that this time they will arrange for a visit by a senior technician from the Samsung Brand Service Center. They registered a complain from Croma (BOF230722FS01092). Samsung Complaint number given was [protected].
A couple of days later, I received a call from Samsung call center in Noida NCR and they listened and tried to give explanation. But the explanations were not satisfactory nor could it even be closely related to the strange sound coming from the 'TOP' part of the fridge - which is quite far from the compressor location. Upon my insisting, they finally agreed to arrange for a visit by senior experienced technician. Then I received an enquiry call regarding my complaint. BUT it was not from Senior Technician, but from the SAME franchisee service center! They recognised me and again started giving explanation that the knocking sound is natural!!
By now I was totally annoyed and told them that they should make a replacement and take away my unit for observation in their workshop. I insisted that only by this way, they will understand that the deep knocking sound is not a common operational sound. But they disagreed and when I asked to speak to the so called service head Aakash Wadkar; they said it was not possible and disconnected!
And to add insult to injury, on 26 July 2022, I have received an SMS from Croma Team saying that they have resolved the service request BOF230722FS01092!
I am disillusioned with BOTH SAMSUNG and CROMA. The machine is under warranty and just TWO months after the purchase, I am still sruggling for a replacement as promised by CROMA Store while purchasing the fridge...
I sincerely request for a replacement. My fridge may be taken away for observation and to make a case study for resolving this unusual 'Knocking' sound that keeps occurring intermittently and at irregular intervals.