Faulty Refrigerator of Samsung India, purchased a refrigerator model no. RS21HSTPN1/XTL-REF-FF

Dear Sir/Madam,

This is to bring to your kind notice that I had purchased a refrigerator model no. RS21HSTPN1/XTL-REF-FF, Serial number V00143AF600935 from your Dealer Talwar Electronics in Panipat, Haryana, India for a consideration of INR 71000 paid, Invoice No TE4351 dated 06/12/2014.

The said goods are suffering from the following defects:-

(i) Gas Leaking (ii) Internal wiring issue etc.

I have reported the matter number (i) to Samsung several times (complaint number 4215701863, on 10th July 2016, complaint number 4215879466 on 14th July 2016, complaint number 4248168601on 25th October 2017 and complaint number 4255734151 on 27th February 2018) but despite all my pleadings Samsung India have not rectified defect in the goods which is indeed regrettable and highly unprofessional. On account of your aforesaid dereliction of duty and failure and neglect to rectify the same I have incurred lot of expenses. Below are the summary of unresolved issues.

I made a complaint on 10th July 2016 because my refrigerator stopped cooling. (Complaint no. 4215701863). Service engineer visited & advised that gas of compressor was leaked, he solved the problem and charged INR 1800, Surprisingly it did not fix up the problem so I had to make a another complaint on 14th July 2016, (Complaint no. 4215879466). He visited again & filled gas properly.

Next year in 2017 my refrigerator had same issue therefore I raised my complaint again on 25th October 2017 (Complaint no. 4248168601). Engineer visited my property, filled gas & charged INR 1800. In February 2018 same issue occurred again and on 27th February 2018, I made a yet another complaint (Complaint no. 4255734151)

I was very disappointed that my refrigerator issue was not fixed properly and same issue was kept coming frequently despite spending too much money on gas filling in every call out. I made an online complaint on 12th March 2018 via Samsung India website complaint portal.

Samsung’s Engineer visited my property and found out that there is problem in PCB and fan motor but later on found that both parts are working fine. Eventually they found out that there is some internal wiring issue and red colour wire is broken. They assured me that someone from Samsun would contact me soon.

On 26th March 2018, I have been told by Samsung staff that my refrigerator is not repairable and according to Samsung policy, I can get maximum 56% refund. I insisted to replace my faulty refrigerator or full refund as it was faulty goods from day one and caused me too much financially expense and mentally stress. I contacted Samsung service centre in Panipat on 16th April 2018 regarding refund and they said your claim for 56% refund has been approved and asked me to submit the following documents :-

1) Invoice copy 2) Aadhar copy 3) I.D. Proof.

I agreed with 56% refund of purchase price and submitted all documents next day on 17th April. After 5-6 days I called Samsung Service centre to know the status of my refund, they informed that your case has been closed due to no response from me & advise me to contact at 180030008282 for further action. I have never received any email or phone call from Samsung about certain time to make my decision.

I made approximately 22 phone calls to Samsung customer care no. 180030008282 between 16th April 2018 to 16th May 2018 regarding my refund. On 15th May 2018 and I was informed that my case has been two months old thus it has been closed due to company policy.

I have already suffered too much stress and financial lose, therefore You are hereby finally called upon to Replace the goods with new goods and /or Return the price paid of 56% as agreed.

30 days of the receipt of this notice failing which I shall be constrained to initiate against you for redressal of my aforesaid grievances and recovery of the aforesaid amount such proceedings, both civil and criminal as are warranted by law, besides filing a complaint under the statutory provisions of The Consumer Protection Act, 1986 exclusively at your own risk, cost, responsibility and consequences which please note.