I have a Samsung RT23M model refrigerator bearing serial no. 00504ZAXA02771N. The fridge worked fine for 2-3 years and then it started giving trouble. The fridge would simply not cool.
We started chasing the local service center, Johnny Electronics based in Shimla but result was far from satisfactory. I am based in a village 80 km from Shimla, Himachal Pradesh. First, the mechanic would take ages to come to our place and then when he would come then the fridge would work for a day or two and then again it would stop cooling.
Fed up with the service center, I posted a complaint with the toll free number of Samsung expecting better response from them. My complaint no. 8435522460 was registered with the call center in September 2011 and the complaint is still to be addressed by the company. Again the same engineer from Johnny Electronics would visit, charge me a bomb and the fridge would stop after couple of days.
Now Samsung has stopped even addressing to my complaints. I have been chasing the company against the complaint lodged on May 8, 2012. It has been almost a month and now the company has stopped even sending the mechanic to my place. Every time, I call the call center I am assured that the mechanic will reach my place the next day but the tomorrow is still to come!
It is peak summers here in the hills and my fridge has just become a decoration piece in the house. We are using the surahi for cold water as in times of my grand father. The food has to be consumed the same day as there is no place to keep it overnight.
Imagine the harassment we are facing, my father is a diabetic and takes insulin twice a day. The insulin has to be kept in a house of our relative which is 300 meters away from my house. Practically it is a nightmare for us here. Daily we go to our relative’s house in the morning and evening to fetch the insulin. My father is a senior citizen so he himself cannot go on the hilly trails. After dark there is always a danger of wild animals here in the hills as there is abundance of bear and leopards in this part of the world. We have to move out twice in the dark, once to bring the insulin and then to drop it back. Me and my family cannot go anywhere since someone has to be at home to do the daily chore of ferrying the insulin.
When I inquired with the local service center’Johny Electronics’ about the status of my complaint done on the toll free number, the person who picked my phone on cell # 9418041777 feigned ignorance of any complaint forwarded to him. This after I have been regularly chasing the toll free number since May 8, 2012. This guy asked me to call him tomorrow and said he will see what he can do. It seems he is more interested in taking direct complaints rather than the one being forwarded by the call center as he must be making more money dealing with direct complaints.
I am amazed at the working of the toll free number. They have been taking my complaints since May 8 but have not forwarded my complaint to the service center. Else the service center guy is telling lies. Whatever, but speaks volume of the type of people working with the company and gives a sorry picture of the ethics of this supposedly global company.
Thank you Samsung for making our lives miserable. Since you are a global company, you have no concerns for people living in villages.
I rue the day when I decided to spend my hard earned money on this company.