Samsung
- Samsung unable to diagnose the cooling issue in my Refrigerator Open
Sunil Laddha filed this complaint against Samsung on Aug 17, 2024
Resolution Demanded:
Replaced
Damages
Dear Sir/Madam,
I am writing to lodge a formal complaint against Samsung Electronics regarding a defective refrigerator (Model: Samsung *** L * Star Frost Free Inverter Double Door Refrigerator, RT**B***ES*/HL) that I purchased in April ****.
Product Warranty Status: Out of warranty
Despite numerous attempts to resolve the issue directly with Samsung, including escalating the matter to their CEO, I have received no satisfactory resolution or even a response for several weeks.
Summary of the Issue:
Date of Issue Onset: *th April ****
Nature of the Problem: The refrigerator has been experiencing intermittent cooling, where it sometimes cools and sometimes does not. Despite several visits from Samsung technicians, the issue remains unresolved.
Attempts at Resolution: Over the past five months, I have logged multiple complaints with Samsung Customer Support. Their technicians have made several visits, each time providing inconsistent diagnosis and failing to permanently resolve the issue. The issue persisted even after multiple gas refills and part replacements.
Detailed Sequence of Events:
Initial Service Charges: I have paid the initial service charges as requested by Samsung, trusting that this would lead to a resolution.
Unnecessary Gas Refill: Samsung technician asked for gas refilling however I was not in favor of that as the problem was of intermittent cooling but following this I have allowed them, I have paid for gas refilling and one part they have changed. After that still same issue was there in my freeze which proved that this gas refilling was unnecessary service as the problem persisted.
After this gas refilling, they have refilled gas multiple times without diagnosis of the root cause of the problem. I told them to arrange some senior executive for proper diagnosis otherwise I’ll not pay anything for such unnecessary stuffs. Therefore, I have not paid anything for subsequent gas refilling.
Damage by Technicians: During one of the service visits, the technicians damaged evaporator and subsequently claimed that this damage was the root cause of the cooling issue. They recommended replacing this part. Despite my frustration, I agreed to pay for the replacement if it resolved the issue. However, I clearly communicated that I would only make the payment if the refrigerator functioned correctly for at least ** days. Unfortunately, the refrigerator failed again the very next day.
Refusal to Pay for Further Unnecessary Repairs: Following this failure, I informed Samsung that I would not pay for any further repairs or replacements. I made it clear that considering the delay in identifying the problem and suffered me and my family for whole summer without Refrigerator, it was their responsibility to either repair the refrigerator correctly or replace it at their own expense.
After that they have tried to resolve issue by hit and try method. They have replaced compressor and few valves. But still they were unable to resolve the issue so they have again started to ask for money for whatever they have replaced. It was something they were unable to repair so instead of accepting the fact that they are unable to repair it they keep asking for charges. Samsung customer service was also favoring the ask of illogical and unnecessary charges.
Major Concerns:
Incompetent Technical Support: Despite being a reputable brand, Samsung's technicians have demonstrated a severe lack of competence. They have been unable to diagnose or resolve the issue despite numerous attempts, causing repeated inconvenience and significant financial loss due to spoiled food, many times food poisoning to family members and the need for time off work to accommodate service visits.
High Service Costs: I chose Samsung’s service despite its high cost, trusting that I would receive expert support for my appliance. However, the service I have received has been subpar, with technicians failing to provide a lasting solution. This has resulted in additional costs without any resolution.
No Response from Samsung: Despite escalating the issue to the highest levels within Samsung, including mail communication with their CEO, I have not received any response or effective assistance. This reflects poorly on Samsung’s customer service and commitment to resolving consumer issues.
Impact on My Life: I have incurred significant losses due to spoilage of food during the peak summer months. I have had to take multiple days off from work, leading to a loss of income. Me and my family members got sick due to food poisoning several times. The mental and emotional stress caused by this prolonged issue and the unprofessional behavior of Samsung's service team has been immense.
Request for Action: I am seeking immediate intervention from the Voxya to resolve this matter. I request that Samsung be held accountable for full Repair or Replacement of the defective refrigerator at no additional cost to me if they can do it within a week time. Otherwise after one-week time I have to purchase new one. I can no more keep my family to suffer due to an irresponsive company. After one week Samsung has to provide expenses incurred for purchase of new refrigerator only.
Compensation: Request for a suitable compensation for the financial losses incurred due to the defective product and the poor service provided.
Public Apology: From Samsung for the inconvenience and distress caused. I trust that Voxya will assist in resolving this issue promptly. Please let me know if any additional information is required.
Thank you for your attention to this matter.
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Samsung
Samsung
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