I had purchased a Samsung fridge Model no. RT33HDJSLALX/TL Sl. No. 030E4PAF501074M of 321 liter capacity on dated 03.07.2014 from M/s Rajasthan Electronics, Banswara (Rajasthan)
From day one it was giving excessive cooling after lot of complaints to the dealer and the customer care, two times the mechanic came and attended. After changing the fan the problem could not be resolved. After lot of follow-ups and complaints on Samsung consumer complaint portal, on 17.09.2014 the sensor was changed but the problem was as it is. Again complaint was lodged to samsung portal as the local service center was not picking the phone call. They sent the service technician and taken the report on the problem. Finally some documents were collected by the service center engineer as the problem could not be resolved and to replace the fridge. I provided copy of Invoice, Identity proof and the address proof to them. A week later, Executive form Samsung Head office at Gurgaon called me on phone that samsung will not be able to replace the fridge as the fridge is not in stock; you will be given reimbursement of money against it. I refused them and asked them to provide replacement, but they again and again insisted and shown their inability to provide the replacement hence I accepted to provide the Invoice amount. But after that neither the fridge was replaced nor was the cheque sent to me. After few days they closed the complaint by sending SMS that your complaint has been resolved and closed.
I kept on waiting for two months but no reply from their side. I again lodged the complaint on CEO office to look in to matter. Two times they attended promptly, they informed that they have changed the local service center and appointed the new service engineer. Again the same process was adopted, the service technician came and reported to their head office they asked for some of the photographs of the fridge, Invoice copy from me. They keep taking to me on phone and felt sorry that the complaint not being resolved and taking time. Almost two months were passed giving assurance. Ten days before I received a call from one of the executive Mr. Paritosh Gautam, telling me that as it’s guarantee period is over we can only repair the same, though it is on chargeable basis but we will do it on free of cost for you. I refused it and asked them “if it was to be repaired why it was not repaired at the initial time”? What is the purpose of taking the new fridge if all the parts to be changed one by one? I also asked them too value their words and replace the fridge or to give me money back.
During this one year period I and my wife both are mentally harassed by doing phone calls and receiving phone calls. My valuable time is wasted in correspondence. Furthermore we suffered financially as so many vegetables, fruits, juices, Milk etc.were ruined during the tenure of one year due to excess cooling.
During the one year I lodged complaints at the various Samsung authorities such as Dealer, Service center, Customer complaint center and the Samsung CEO office many times. I have not got any remedy from them hence I am lodging complaint to Customer care Forum for amicable solution and the compensation.
Suresh Chandra Jain
Dy.GM – HR, Trinetra Cement Ltd.
PO: Vajwana, Distt. Banswara (Rajasthan)