samsung india

Respected Sir/Madam

With deep regret I would like to inform you in detail about the harrassment given to me by samsung company its customer care and service centre. On 8th june 2013 I had brought a Samsung Split AC model number AR18FC3EGBHNNA from Royal Plaza Guwahati .Within one month of purchase my new AC started malfunctioning with no cooling effect and auto shut down even if it is kept on . I then lodged a complaint to customer care service centre on 27 .07.2013 but there was no response for a couple of days .Again I had to call on the toll free number to aprise them of my problem and finally after lots of request their service engineer came uninstalled my new AC and had taken it to service centre on the pretext of reparing it . After that there was no response from their side , so after 10 days I had again communicated with the service centre to know about the status of my new AC in workshop wherebye I had been informed that there was Gas leakage in my new AC but they were unable to detect the cause of it and will fill in the gas , in other word their engineers had failed to detect the fault and repair it. And after keeping my new AC in workshop for atleast 15 days with no effort for communication from their side and after lots of request from my side over phone it was again reinstalled in my home after filling the gas simply as its beyond their capacity to repair as it had some manufacturing defect and no job work report was given to me. Now after reinstallation and after running the AC for a few days it started having the same problem again .And all this happened in the middle of summer i.e from june to october till date and my family and kid had to suffer for whom exctually I had bought the AC .This time I again lodged a complaint through the dealer on 28 .09.2013 to be forwarded to service centre but again there no response and so I had to lodge the complaint through toll free number on 30.09.2013 .After lots of request their service engineer Mr Shyamal came to my home to see the AC and left without giving any information to my family members . As I was not home that time I again contacted service centre through toll free number to know about the problem with my AC and I got the same answere that there was Gas leakage. I had lots of aruguments with customer care regarding how can a new AC have repeated gas leakage and why it was not repaired when it was taken to service centre earlier and I requested them to replace it , as its a new AC with manufacturing defect within warranty period .At that moment the customer care realised their mistake and Miss Vijaylakshi from technical team samsung and Mr Saibal mazumdar incharge regional service centre guwahati assured me that my AC will be replaced with another one for which I had been directed to submit a Xerox copy of invoice , pan card and a cancelled cheque. Susequently I submitted the required document to Mr shyamal their service engineer who had also taken photograph of my defective AC as per requirement . All these activity happened only due to own my intiative over phone and their there was no effort from costomer care samsung to give any feedback either over phone , through email or in writing .
For the whole october month I waited but there was no response so I have given a call to customer care today i.e 7.11.2013 to know about the status for replacement of my defective AC as assured earlier , but to my utter surprise I have been informed that samsung will not replace my defective new AC and I have no option left but to accept the defective AC and if required they will take it to servicing centre again and again .Infact they failed to released that their service engineer failed in their attempt to repair the AC in earlier attempt and further misbehaved with me and directed me follow as they advice.Subsequently during that conversation I realised that they have deleted techhnically most of my previous phone call record about my repeated complaint about their poor customer service and their assurances .
Now I seek justice through you for the harrassment given to me in last 4 months by the samsung company , their customer care , their service centre , CEO including the regional incharge guwahati and the dealer for selling AC with manufacturing defect having repeated problem of gas leakage and not replacing it though its within warranty period and their service engineer failed in their attempt to repair it .Futher I also seek justice for other reasons like , their double standard nature as I had been given false assurance earlier that I my defective AC will be replaced and directed me to submit the required document , and how can a new AC be installed and uninstalled repeatedly therebye further damaging the AC which is already having manufacturing defect , Instead of replacing it , for how many times my new AC will be taken to workshop , for how many times I will allow somebody to enter into my bedroom for checking the AC therebye breaking my privacy and who is going to compensate me and my family who had to bear the burnt of heat in summer in the last 4 months because of indifferent attitude of samsung company , how can customer care personal from samsung threatened a genuine customer by saying that I have no choice but to accept the defective new AC at all cost and must allow them to repair everytime they want as it was already sold ( as per conversation over phone on toll free number on 07.11.2013 at around 3pm ) and finally why they always failed to give feedback to the customer either through phone , email or in writing when the customer is facing problem with their product in other words technically hiding the evidences for their fault .With these few words I would like to conclude and I hope you would try your best to solve my problem and urge the company for replacement of my AC and to compensate me for the harrassment given to me and my my family in last 4 months . . Below few references are given for your need .

Customer name – Apurba Prasad Das Thanking you,
Samsung split AC model no- AR18FC3EGBHNNA
Samsung service complaint reference no- 8452886151 A P DAS
Dealer name – Royal plaza ,guwahati [email protected]
Samsung technical team 9864092534 representative Mrs Vijaylakshmi ,and others
Regional incharge samsung guwahati – Mr Saibal Mazumdar
Service engineer name – Mr Shyamal , Mr Mithun