- Persistent Issues with Faulty Refrigerator ^Closed

Gayatri Doda filed this complaint against Samsung on Jun 16, 2023

To provide you with some background, I purchased the refrigerator, model number [RFF SAM REF RT**K****SL] from EP Electronic Paradise Pvt. Ltd. (AKS MALL, Salesman Name - Vivek Garg) on **/**/**** .

Since the initial installation, we have been encountering an issue of Ineffective Cooling. Despite setting the temperature to the recommended level, the refrigerator struggles to cool adequately. First time we raised the complaint, they told us that there was some blockage in the termostat. Samsung is known for its customer service and the brand always strives for customer satisfaction. So we trusted the engineer when he told us that the issue had been resolved. But of course, it was winter time so the issue went unnoticed. But now in summers, the refrigerator is again not able to maintain the cooling. Fresh produce does not remain fresh for long, resulting in spoiled food on multiple occasions and making items unsuitable for consumption. This issue poses a severe risk to the health and safety of my family.
We have made numerous attempts to seek assistance from your customer service representatives in Saharanpur. The house was visited * times by two engineers. During the first visit the engineer (Mousin Khan) told us that we have to shut down the refrigerator overnight for him to revisit the house and check. We followed the instructions and informed the customer service center. This time they sent the engineer (Pawan Singh) who spent a good * and a half hours inspecting the refrigerator and took temperature readings for all the shelves (Temp. sheet attached as evidence). After * days, the customer service centre told me that Samsung has accepted that the refrigerator is faulty and as the last leg, they need to send the engineer again as some more evidence is required. The engineer (Pawan Singh) visited again, took a couple of pictures of the backside of the refrigerator on his phone and left. Since then I have been chasing the service centre. Thye have given me several reasons since then:
* - Refrigerator is fine but the problem is because we open the refrigerator several times in a day due to which it does not maintain enough cooling.
* - Refrigerator is fine we just need to refill the gas and extend the warranty
This is despite a representative from their service centre in Saharanpur verbally accepted that the refrigerator is faulty.

we do not have kids and I am alone in the house during the day. Going by the logic that your technical team has given, I don't know why does the refrigerator struggle to maintain the temperature to the recommended level during the night resulting in spoiled food??? I have asked the service center to give me this reason in writing over an email which they don't want to.
I understand that technical issues can arise, but the prolonged period without a resolution is unacceptable. As a loyal customer of Samsung products for many years, I expected better after-sales service and prompt attention to my concerns. Regrettably, the current situation has left me feeling frustrated and disappointed.

We want that Samsung should look into the issue seriously and either arrange for a replacement unit or dispatching a highly qualified technician to resolve the problems conclusively.

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