Samsung - Failure of samsung India to redress my grievance complaint

To:
Head
Sub: Failure of SAMSUNG INDIA to redress my grievance/complaint

Ref: Model No.WW **M***KMA, Product Sl. No.**UD*PBJ******R
Date of Purchase **-**-****, C/M No.***

Sir/Madam,

In inviting a reference to above, I would like to bring to your kind notice the following:

I have purchased a SAMSUNG washing machine from RISHIS a unit of Bharali Brothers, H K Choudhury Complex, Hotel Rajdhani Regency, Basistha Road, Dispur, Guwahati ****** (Mobile:**********) on **-**-****, copy of tax invoice and money receipt enclosed
herewith for ready reference.

The washing machine started malfunctioning in the month of May, **** and finally stopped working in the first week of June, ****. In spite of my repeated requests over telephone to the SAMSUNG customer care toll free no. @************* and their representatives at Guwahati (Assam) Mr.Saibal Mazumdar (Service Manager @**********, and Mr. Gogoi (Area Manager@**********) no action was taken against my complaint. However, I lodged a formal complaint with the vendor M/S. RISHIS from where I have bought the machine on June **, **** and the RNP No.********** was generated at the SAMSUNG Customer Care server the same day i.e. **-**-****. After formally lodging my complaint through the vendor (RISHIS) I had to follow up with the above named two gentlemen of SAMSUNG customer care and a technician was sent to visit my place after * days of my formal complaint. The technician found that the drum inside the machine had broken requiring replacement and accordingly reported the matter to the company. However, the company representatives (Mr.Gogoi) had declined to replace the damaged drum citing reasons that the drum was not covered under warranty and I asked me to pay for replacement cost. After a couple of weeks he got a repairing firm to contact me over mail giving cost details amounting to Rs.*,***.** with a request to confirm my acceptance to the offer. As I was not left with any option I replied to the mail but no action has so far been taken by the company. The copies of mail correspondences have been enclosed herewith for reference. It may be noted that since lodging of formal complaint through the vendor as mentioned above it is almost three months without any action to meet my grievance by the SAMSUNG company/service provider.

I would like to mention here that at the time of purchase I was given to know that the washing machine was covered under three years comprehensive warranty and even some parts were under ** years warranty. I submit herewith copy of the warranty card/book handed over to me by the company, but nowhere I found the version of the agent (Area Manager) as regards the washing drum as per the terms and conditions laid down in the book. I also submit herewith a photograph of the front of the washing machine on which the company displayed a sticker claiming ‘* YEAR WARRANTY ON THE COMPLETE MACHINE’. Further, in spite of my willingness to meet the cost the company did not take any action and no one from customer care of the company pick up my calls.

For the last three months my family has been suffering from both mental stress and considerable financial loss as the washing machine remained dysfunctional. We have never experienced such arrogance/indifferent attitude on part of a customer care service provider/company. I strongly believe that the machine was defective when the same was sold to me.

In view of the above I request the Hon’ble Consumer Court to ensure speedy justice by addressing the grievance and to compensate undersigned for the mental sufferings and financial losses over the period. This kind of attitude on part of the employees of the company will certainly affect the reputation of the company adversely. I demand replacement of the defective model of the washing machine with adequate compensation for the loss I suffered financially since the machine stopped working.

In anticipation of an immediate action in the matter,
Thanking you,
Yours faithfully,
Manijyoti Baruah
Officer on Special Duty
State Innovation & Transformation Aayog,
Government of Assam
Assam Sachivalaya, Dispur, Guwahati ******
Mobile: ********** / **********
Residence:
*B-Utpala Bhavan, Chitralekha Path, Usha Nagar
Near Dispur Super Market, Dispur, Guwahati ******

e-Mail: manijyoti@rediffmail.com / manijyoti.grasshopper@gmail.com