[Resolved]  Samsung — Refrigerator deemed unrepairable

Address:

India

Dear Sir/ Ma’am

This is in regards to a refrigerator bought by us on[protected] from Croma.
On 15th June 2022, we realised that our fridge wasn’t cooling enough and called the customer care. Prompt service was provided and two technicians visited our residence and were quite surprised and shocked to see that the freezer portion of the fridge seemed NOT normal. They clicked a few pictures, told us they will check with their team leaders and get back with a solution.
Ever since their visit, we kept waiting patiently until the next day to hear for a solution. Our case was being handled by Miss Bhushra Khan. The whole of next day went past and we didn’t hear back from anyone nor were we given any answer to our repeated calls.
The morning of 17th June 2022, I again made a call and spoke with a gentleman, and to my utter shock, he told me that they had the revert which said this is ‘not repairable’ and that I would be offered a mere 10% of my bill value.

Now after the above story, I would like to have a few questions answered as a customer who placed their trust in SAMSUNG and invested ₹80000/- plus on a machine of high repute of an extremely esteemed brand.

1. What exactly is the problem that has occurred in our refrigerator??
I do expect to be told why such a thing would happen to the machine which even the company cannot repair within such a short span of time of buying the product. By short span I mean a mere 5 years wherein fridges are known to last minimum a decade or even 15 years.

2. Just based on the visit of this ground technician (who can undertake casual repair work) how has it been ascertained through a few/ handful of pictures, that this fridge is not worthy of repair at all?
Does Samsung not deem fit to investigate this issue further? Is the value of our money so low that the customer can be offered a meagre 10% of total billed value for the machine gone wrong?

3. This seems like a manufacturing defect to me which even the company is unable to address. Its a clear case of " material failure" for which the maker is fully responsible & liable to compensate the consumer.

It would be rather not be in the interest of Samsung if I will be compelled to take this case to the Consumer Courts.

I refuse to accept this solution of offering me this meagre amount. As a customer, I would want a proper redressal to my problem. Such a vague answer is not at all acceptable by such a technologically advanced brand like Samsung.

The kind of revert I’ve got seems to have come from a local vendor selling second hand machines and not Samsung.

I look forward to a positive revert from your end. I hope Samsung will not let my faith drown and also value my hard earned money which I carefully invested in your product.