Samsung - Defective Air Conditioner

Dear Concerned,

I have sent numerous complaints to the Samsung Head office on mail Id:

rishab.raj@partner.samsung.com
shalu.*@partner.samsung.com

abbas.h@partner.samsung.com

regarding a faulty installation of AC at my home but haven’t got a resolution even after * weeks.



The AC was purchased on **/**/**** from Amazon site and the installation was done by Samsung Service centre (Govandi)- Accurate Solutions on **th April, ****. The mechanics who came to my home for installation were inexperienced and didn’t carry i-cards.


After this, some other person named Mr. Afsar khan was sent by the same service centre, who somehow reinstalled the AC but post installation there were issues in cooling and the AC was making a lot of noise.


After this, I raised a complaint with the Samsung customer care- complaint no.: ********** for the resolution. The same service centre sent another mechanic for resolution and he after inspection found an error code C*-** which is related to gas leakage. I have complete videos and pics of the same.


Post this, I received a call from Miss Shalu Chaudhary(Ph.No. +************) who claimed to be calling from Samsung Head office Noida and she asked me to let her get the error examined by another senior mechanic under her supervision. The another two persons from Samsung Service centre visited my home on *th April for further inspection and after inspection they found the same C*-** (gas leakage) error on the AC display panel. The inspection report prepared by the mechanics is attached.


Around * hours after the mechanic inspection, I got a call from the same person(Shalu) from the same abovementioned number that the issue is under review and will be resolved by Monday(*th April ****).


The mechanics have mentioned that the AC unit (indoor and outdoor )is faulty and should be replaced for proper resolution in their inspection report.


Today (**-**-****) after * days of inspection, I received call from another person named Rishabh Raj, who again procrastinated the resolution and asked for * more days to provide a resolution. When asked about Garima who called yesterday(**-**-****) and who had promised to provide a final resolution today, he gave a lame excuse that she is not available in the office and that Shalu has gone on a long leave.




These things clearly indicate that they don’t want to come on the phone and confront a disgruntled customer and by introducing a new caller after every * days, you are just harassing a customer and delaying the whole process. I have already faced a lot of inconvenience as it is extremely hot here in Mumbai and I am forced to stay without an AC for the last * weeks even after having paid the entire amount.




Please review the whole matter and provide a final resolution as early as possible and take necessary action against such people who have been procrastinating the customer issues for more than * weeks. I have faced a lot of inconvenience and I am not ready to allow any more time for the resolution. I want immediate resolution.

The necessary documents and videos are attached.