Consumer Redressal

Subject: Deficency in Service Support by M/s Samsung Electronics BACKGROUND I had purchased a Samsung Refrigerator ( Model No R731HCLB1) from CROMA outlet situated at Pacific Mall Kaushambi, Ghaziabad vide Invoice No 165-SLA02202001736 on 4th January 2013. The product stopped cooling in the night of 25th March 2013. PROBLEM DESCRIPTION The Complaint was lodged at SAMSUNG’s CUSTOMER CARE CENTRE ( Phone No 180030008282) vide reference no 8438899333 on 26th March 2013 at about 8 am. The service engineer Mr Arun visited us on 26th March 2013 ( same day) from M/s Raj Airconditioning , Shalimar Garden-Extn-1 ( Authorised service Centre of samsung Electronics) He detected the problem with the compressor which has a warranty of five years, and suggested to replace the same. He issued a slip mentioning that the Compressor was not available with the Service Centre and it would take 4 to 5 days for replacement. Since 4-5 days got over on 30th March 2013, I followed up with the Customer Care Centre, where a fresh date was given as “latest by 7th March 2013”, on the plea that the Compressors were not in stock and have been shipped from Chennai and were in transit. Not being satisfied with the reply of Service Centre, I wrote message on the web site of Samsung on 3rd April 2013, after which a phone call was received the same day saying that problem has been escalated and will get resolved soon. I checked again from Customer Care Centre on 6th morning to check the status as 7th was a Sunday, I was told that the complaint will be attended on 9th April 2013. Again I wrote a message to CEO office through the web site of samsung on 6th April 2013 , which was replied from his office on 7th April 2013 that the problem is being addressed on Monday the 8th April 2013 as it was a Sunday. I received no message or call on Monday as was promised by CEO’s office, so I checked the status from Service Centre this morning at phone No 8743043999, which was attended by Mr Deepak Sharma, who has expressed his inability to provide a stasfactory answer as he had no information about the availability of the spare. GRIEVANCE The PRODUCT QUALITY of Samsung’s Compressor is poor as the part has concked off in 14 months whereas the product warranty is of 5 years. The DEFICENCY IN SERVICE is evident as Customer support system of M/s Samsung Electronics has failed to provide service support and is not able to replace a part as important as compressor, in an area like Delhi NCR for 15 days and are still not able to provide a satisfactory reply. PRAYER The Company M/s Samsung Electronics may be directed to replace the Compressor immediately as the non-functioning of an important household consumer durable like refrigerator has caused inconvenience in the summers to my aged and sick parents of 90 and 85 years. M/s Samsung Electronics may kindly be directed to pay the damages of Rs 10,000 for the inconvenience caused to me and my family members. Thank You Amod Kumar Dalela H-408, Ajnara Landmark Apartments Sector 4 Vaishali, Ghaziabad Phone: 9818045168