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Samsung / side by side refrigerator

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I have purchase my Samsung Refrigerator (double door) on dated 29/10/2009 from Sargam Electronics, Rohini, Delhi-110085 . Invoice No. SJR 3866. While purchasing the refrigerator I was well informed by the dealer that it has 10 years compressor warranty . Further 10 years warranty was informed by Samsung engineer Mr. Rohit Sharma who came for the initial installation of the refrigerator . Now when my fridge was not cooling on both sides I called customer care on dt 11.12.15, was informed compressor is not working, complaint ref no [protected] the call was attended by Ms Sneha & confirmed the compressor of your model is under warranty & will be replaced free of cost . But the service centre informed we are a different body & cannot provide warranty . It is really surprising that company of Samsung repute cannot confirm among each other regarding the warranty among customer care & service centre, they donot have any coordination between each other, on speaking to service centre we felt that they have an upper edge than the Samsung customer care . Again we were confirmed 10 years warranty on compressor while talking in customer care on 15/12/15, complaint ref no [protected] call was attended by Ms. Mrunal, on informing the problem, she confirmed that your compressor is under 10 years warranty & we apologies on behalf of service centre & am appointing an engineer namely Ajay Kumar who will rectify your problem by next day positively . Till now received no solution to the problem except running around and becoming sandwiched between Samsung customer care centre & service centre who donot have any co-ordination between each other . After this episode we received a call from Gurgaon customercare from Mr. Abhishek ( Donot know which position he holds in Samsung ) trying to ask question to make the compressor not under warranty . He asked me warranty sticker on fridge ( knowing himself it will not be there as company started putting the same only 2 years back . What was the reason asking a question from a customer which is not valid for the issue of 5 year old refrigerator) . Then came up with other question : That your compressor is inverter operated or not ( knowing customers are not technically educated to answer such questions) and answered himself your model has inverter operated compressor hence not under warranty but I would have given you warranty if it would have been non inverter compressor. When both compressors are of same time, then why 10 year warranty on one & not on other . Here making my compressor inverter operated ( & passed the judgement not under warranty ) & have taken the instant decision if would have been non inverter compressor ( which he knows now is not ) can provide the warranty . This clearly shows trying to force the customer to go under non warranty . Different versions from Samsung employs shows I have been cheated or duped . This means what dealer, Samsung installation engineer followed by Samsung customer care people who have informed that your compressor is under warranty are wrong & service centre & Mr. Abhishek ( Samsung Gurgaon ) are right ! After Abhishek we have received call from Anuja ( Senior executive) who has been well informed by Abhishek about the matter but still said she will be taking 3-4 days to respond . To our surprise the customer care of Samsung company are positive about the warranty & whereas gurgaon Samsung were not able to confirm for the same . There is a lack at Samsung end that after giving the model no. & Serial no. of the fridge they kept on saying we are looking into the matter, whereas they should have been very clear in informing the status there & then. It is so confusing that the customer care is right or Gurgaon Samsung is right. To sum up I have been informed from the beginning while purchasing the fridge & till reached Samsung customer care that compressor is under warranty . The lack of information between Samsung people & giving wrong information to customer by their own staff becomes the complete responsibility of the Samsung to solve at their end & to take care the customer should not be harassed if they face any problem in their product life which is clearly informed by their own staff that it is under warranty ! Its been more than 15 days my things are lying outside without a working refrigerator which is not a luxury but a necessity now . Awaiting for urgent positive solution from Samsung or would take the matter to higher authorities . Kind regards, Rajiv Sachdeva [protected]

Jan 4, 2016

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