Samsung - Issues with refrigerator

Kindly note that I have brought a refrigerator at the end of April ****.

Since from date of purchase, we are facing rattling noise.

This rattling noise increases day by day so we have launched a complaint in November via complain reference number **********. To my surprise, this complaint is closed by the service-center suo-moto mentioning no defect found whereas your executive has specifically mentioned in job sheet that there is a rattling sound which can check in the job sheet also.

I asked Samsung executive Mr. Prasad very specifically not to close my complain unless the issue is resolved without my permission. Mr. Prasad also assured me that he will send some senior executive as this issue is out of his scope. And he himself recorded that rattling noise.

My objection is even after knowing there is an issue of noise how service center can close the case without my knowledge and signature.

I am completely unaware that my complaint is closed and I was under an impression that some senior technician will come and resolve the issue. I waited ** days.
On **th Dec I call customer care then I came to know that my case is closed. So I  asked them to reopen. Customer care executive denied and gave me a fresh complaint number **********.

On this complain they processed refilling of gas and said that there areminute chances that this issue will be resolved. They did gas welding and all with a new product. I was already facing same rattling sound and now after this gasrefiling is a sound coming from the compressor also. They updated that repair has been completed.
Now there are two noisescoming from the refrigerator –
*.   Rattling sound from the freezer
*.   Tarrr- Tarrr sound from the compressor.

Then I launched a third complain on **st Dec via reference number **********

Then I launched a fourth complaint on **rd Dec **** via reference number **********

Then I launched a fifth complaint on **th Dec **** via **********

Then a VOC is raised on ** Jan **** via ********** and **********

Then we visited the dealer and they assured me to resolve the issue and connected us with the Area Sales Manager. He also agreed on the issue and escalated internally. Then service center head visited home and checked then he said that there is a problem in electrical wiring I immediately call an electrician and get it corrected to there satisfaction. Still sound is coming and then they denied that this is normal and they can't help me on this.

What I really don't understand is that I was already offered a repair, * service visits of engineers who agree that fault is there and now they are saying it's normal. It’s not normal to me this refrigerator was purchased on EMI and planning by me so if there is an issue then only I am investing my time and money in getting this issue resolved.

I don't understand why SAMSUNG is harassing us from the last ** days. We have taken * leaves from our company to sit home and wait for the executive which results in an pay loss of *****. I went to dealer also they say Service Centre will help. I call the service center they say dealer will help you. We become a football in this.

Kindly provide me with the refund as the issue is not repairable and compansaston for payloss and harrassment.

We will be dumping this product with the service center or dealer.

My experience with Samsung is pathetic.

I am attaching the pics, videos of the issue via google drive link. 

https://drive.google.com/open?id=*tNAyTEhWX*dC*zDrd*NtP*yfDpjqlWVr

I don't know how Samsung will categorizing it, for me, it is of no use.
 
Regards
Ashish Ranasaria
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