This is a request from a very disappointed and troubled customer of Samsung who is being forced to write to you as everything else has failed. Please do read the entire mail and bear with me…
I had purchased 2 Samsung ACs [model 18 NA XTL from Bajaj Electronics, Panjagutta, Hyderabad; bill # P1/CR/2752 dated 21st Feb’08 for a cost of Rs. 45, 600/- in total]. Last year one unit stopped cooling and a person came home in response of the complaint [#8402913926 dated 19th Aug’10] and shared that the gas had leaked and he could refill and seal at a cost of Rs. 2000/- as the warranty period had elapsed. We got the repair done as suggested however, within a month, the cooling stopped again.
On calling up to complain, I was informed that my previous complain hadn’t been attended to at all! Imagine my utter shock when I realized that an impostor pretending to be a Samsung service person [with the right complaint number which I was allotted] had entered my house in my absence! This was just not acceptable as during the day, only my wife is at home and who would take responsibility if something untoward were to happen? And how did any person get the complaint number that the service center of Samsung allotted me? This is a serious breach that I hope you look into for the safety of all customers.
Later, when a Samsung representative did come down, he checked out the unit and said that the gas would continue to leak due to the inherent defect in these models of steel piping instead of the standard copper piping and I should change the unit. The offer was that I could get a refund of the depreciated amount [around 50% of the purchase value] and not knowing what else to do, I agreed and went in for another Samsung 5* rated unit at a cost of Rs. 30, 000/-.
This year, the other unit I had originally purchased stopped cooling and on complaining, the service person came in and shared that this was because the inner cooling coil had perforated and the gas leaked. He said that the coil would have to be replaced and gas refilled at a cost of Rs. 5, 500/- which would cost us just Rs. 4500/- due to a ‘discount week’ that I had lucked into!
Again, I did as suggested but today when yet another service representative came to fit the unit, he said that there really was no guarantee as due to steel piping, the unit would definitely not last long and this time, there is no hope of a refund on the depreciated amount either!
Mr. Zutshi, I have 3 other LG units installed at my home since the last 5 years and have never had a reason to even call the service center – however, in less than 3 years of purchasing Samsung, I’ve called up the representatives and complain numbers so often, it is not funny. This is just not expected from the brand of Samsung and I have already sunk Rs. 75, 600/-, not to mention the mental taxation and time in following up and being told that it was due to no fault of ours but that of manufacturing that we have to go without the comfort of ACs.
No one is willing to take responsibility, leave alone talk courteously and I was hence left with no other resort but to get your email id from the internet [since no one was even willing to share any number/email that I could escalate the matter to either] and hope that you do something for me regarding your brand Samsung which I was unfortunate enough to fall victim to.
With hope of a response, This product looks good but failed just after the end of warranty period. There are expenses involved in maintaining this AC. I will feel lucky if it crosses 2 years without any further addition to maintainance expense. This product looks good but failed just after the end of warranty period. There are expenses involved in maintaining this AC.
I will feel lucky if it crosses 2 years without any further addition to maintenance expense. This product looks good but failed just after the end of warranty period. There are expenses involved in maintaining this AC.
- Thank You! We appreciate your effort.