- Manufacturing defect Samsung Refrigerator not compensating ^Open

Ravi Kiran Reddy filed this complaint against SAMSUNG ELECTRONICS INDIA PRIVATE LIMITED on Feb 17, 2021

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My refrigerator was not cooling at all, raised a complaint with Samsung Call Center and they've sent Service Engineer (Ranjith Goud) who checked the refrigerator on **-**-****, stated the sensor wire is loose which he re-plugged, told us the refrigerator will work fine and charged Rupees ***.**. The refrigerator wasn't working since then and I've requested the Service Centre to send the Engineer again as his earlier visit is of no use. The Engineer visited my residence and said the issue is with gas gas leakage, he then called his Service Centre Franchise owner Venkatesh (G Techno Services, Hyderabad) and conveyed the same. The issue started from here, the Service Engineer never wore a mask, and despite requesting him to wear a face mask, as there is an infant baby at home, he never obeyed. The franchise owner Venkatesh spoke to me and demanded an advance payment of Rupees **** in order to check for gas leakage at my home, I did not agree with the concept of demanding money in advance even before coming to my home or even before commencing the gas leakage check procedure. He said if I transfer money to his account, only then the Engineer would come to check the refrigerator. I conveyed to the Service Centre owner that demanding advance money is not the right way of dealing with the consumers issues, as Samsung never demands advance money for providing after sales services. I denied to pay the advance money and written to the CEO of Samsung about the same. A representative called from the CEOs desk and appointed a person named RESHMA -VOC (Voice Of Customer/ Case Officer) to deal my case (reshma.k*@partner.samsung.com).

Upon escalating, the Engineer visited our residence and checked for gas leakage and confirmed that there is no internal gas leakage (Internal Gas Leakage in their terms means the coils that are located on either sides of the refrigerator - inside the metal body). The Engineer said as there is no internal leakage, the refrigerator needs to be taken to the Service Centre for checking any leakages on the rear cooling coils. They say Rear cooling coils are repairable and the INTERNAL COIL LEAKAGE is not repairable as they can not open the sides of the refrigerator, as it's factory sealed. As I have escalated and complained against the ill practices of demanding advance money, they have contacted me after a week days and said there is INTERNAL LEAKAGE which is not repairable and the refrigerator needs to be sent back to the company as it is a manufacturing issue.

I've tried to conveyed the same to the VOC Reshma immediately, but she never answered/ replied to my emails and is completely biased towards the Service Center Franchise (G Techno Services). I have requested and pleaded the Service Centre and the VOC Reshma to resolve the issue at the earliest as there is an infant baby at home whose food products, other edibles and a few medicines are to be refrigerated to keep them good to consume. The Service Centre started playing Grudge and Revenge colors towards us as we have not paid them the money they demanded, and we have also escalated the issue to the authorities. They delayed the repair process deliberately and never answered my calls or never responded otherwise.

After causing immense mental stress and trauma for almost ** days, they told us that the refrigerator is not repairable. They are not ready to communicate the issue over an official email as they are aware it is a manufacturing defect. Upon insisting several times, the VOC Reshma finally answered my questions and stated that the refrigerator is not repairable or the parts are not replaceable, as it is a manufacturing defect. The appliance would be sent back to the company.  

VOC Reshma who was appointed by Samsung, states that they can not repair the appliance that is because it is a defect in manufacturing. They can only go by their own depreciation slab which is calculated for five years. According to her, the depreciation cycle they have is as follows:
* to * years = **% depreciation per year
* to * years = **% depreciation per year
* to * years = **% depreciation per year
* to * years = **% depreciation per year
My refrigerator is just above four years old and she said **% of the bill value will be depreciated for just * years of usage, that too for something that is not a consumer problem, but a manufacturing defect.

I asked the lady if the refrigerators' life in the world is only * years? Because they are calculating the life span of refrigerator as * years for depreciating (Samsung being on most profitable side, causing loss to consumers for defective product), if the lifetime of any refrigerator is only * years, why would companies offer ** years of warranty on compressors of refrigerators across the globe?

If * years is the maximum life of the refrigerator(as conveyed by the Samsung VOC Reshma), companies wouldn't give ** years warranty on the most expensive and important part of the refrigerator.

Even otherwise, as stated by Reshma (VOC) that *-* years, their depreciation slab is **% per year, any refrigerator in the world, first year would be covered under complete warranty. If the refrigerator is covered in complete warranty, where does the point of depreciation arise? They are deceiving consumers for something that is a defect from the manufacturer. Any consumer product that is out in the market for end user usage (especially hard goods), should be either repairable or replaceable, but not UNREPAIRABLE and sent back because of the manufacturing defect, there by penalizing the consumer.

My infant baby didn't eat proper food as there is no refrigerator at my home since ** days. My wife who is a nursing mother couldn't store her dietician recommended food and medicines in the refrigerator because of the delay from the Service Center and Samsung VOC Reshma. I've been arguing with the family due to the delay and unpleasant environment at home due to the trauma and mental stress caused by Samsung.

On top of the trauma and stress, Samsung is causing a loss of rupees **,*** to us by scrapping the defective refrigerator.

I'd request Samsung to repair / replace / refund in full, as it is a manufacturing defect and no way related to the usage of the appliance. If this manufacturing defect  issue hadn't arise, the refrigerator would've easily lasted **-** years. A new refrigerator of the same size and model is costing Rupees **,*** in Reliance Digital stores.

So, please consider the seriousness of the issue, mental stress caused by you by not concluding the issue since ** days, for which we lived without a refrigerator and undergone severe trauma.

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