Samsung / Refrigerator
Inadequate Cooling

Dated 30th June

I have purchased Samsung Refrigerator Model No RT35CDUX on 31st July. Since the last three months we find that the cooling is totally inadequate. After repeatedly calling customer care, the representative of the company came to inspect the item.

We are not sure whether he is a trained person in dealing with the refrigerators. He removed several parts and replaced with another one and tried to find out what was wrong. After finding out that the replaced part made no difference, he again replaced the original part. Ultimately it was found out that the Door switch was not operating when the door is closed.

Instead of finding out what is the reason he attached a sponge (which is used for packing) on the door. This acts like a spacer and forces the door switch to operate when door is closed. I told him to look at the mounting arrangement of the switch which may not be OK. He should accordingly open the casing and inspect the same. He did not agree and left after doing the shoddy work.

This worked for only two weeks. After that we found that the cooling was not effective. The food kept in the freezer compartment and the general compartment was getting spoilt every day. We made a complaint again. The complaint No is 8433040217dated 15th June. The acknowledgement for the same was given on 23 June. Representative from the Company came indicated that the work done earlier was not up to the mark and the same needs to be done again. He also indicated that the gasket needs to be changed as there is leakage of air. Since the gasket was not available at that time, the same would be replaced the next day.

Since then we are in touch with the Samsung Customer Care centre every day. I must admit that the customer care representative is very helpful in the sense that he politely listens to us the umpteenth time and notes down the details. He also gives us the assurance that the matter would be attended to without fail shortly. No representative has come to inspect and rectify the defect from the past 15 days.

We are afraid that one year warranty period is coming to a close and then the company representative would make a consultation visit and charge us for every visit apart from the costly parts he would replace to rectify the defect. Going by the past experience, he would change several parts unnecessarily and produce a bill for the same.

I fail to understand that these teething problems should be dealt with before shipment of the product from the company works to the retails outlet. Why customer has to deal with the production / manufacturing faults. On top of that no effort is made to expeditiously correct the defects noticed by the customer. Lot of food stuffs kept in deep freeze and general compartment has gone bad. This has caused untold misery to us. All this has taken place during warranty period. Why a customer be punished for defects over which he has no control.

I have yet to see such a recalcitrant company. All the glossy advertisements made are totally misleading. If the company cannot tackle its manufacturing faults and the customer complaints he has no right to be in the consumer market where the product goes to millions or billions of widespread people.

Anyway now there is no use of crying over spilt milk. I have already invested in Samsung refrigerator. I now want to know whether the company is interested in rectifying the defect without delay or should we suffer every day with more and more food stuffs going bad.

Apart from this I have an additional work to do every day. I have to find out the status with the ever polite & friendly Customer Care representative. You have definitely given him good training. He must be receiving such calls every day where the complaints are not attended on a routine basis.

I hope this is taken as a serious complaint and not ignored!

Devashees Das

Company: Samsung / Refrigerator
Country: India

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