Complaint Details

Status	:	Closed
Complaint No	:	0056769/2015
Category	:	Consumer Goods
Date	:	01-12-2015
Subject Line	:	Samsung refusing service of Air Conditioner
Complainant	:	Sujith Gopinath
Address	:	B-401, Shikhar Complex, Plot no.19, Sector 19, Kamothe, Navi Mumbai
Complainee	:	Samsung
Address	:

Complaint Details
I own a 1.0 ton Samsung Inverter AC (Model AR12HV5NBWKNNA), which I bought on 31st May, 2014 from Kings Electronics, Kamothe, Navi Mumbai (Invoice no.KM/AC208/14-15). Apart from the manufacturer's 1 year warranty (The condenser is warranted for 5 years and compressor for 10 years), I took a 2 years extended warranty through Bajaj Finance.

After a year of perfect service, my AC stopped cooling and I contacted the service centre through the dealer on 24th October 2015 (Ref. No. 4203413399). The service persons came on the 27th and found out that the gas had completely leaked, but couldn't locate the position of the leak. They were too eager to refill the gas without bothering to locate the leak. They even tried to shift the blame on the installer saying that the leak is not on the condenser coil. Since I am a technically sound person, I questioned them as to how they could find that out without gas in the AC, and they appeared surprised that I caught them bluffing. On my insistence, they promised to send a report to Samsung so that a senior technician could visit and locate the leak.

At 06.35 pm, I received a message that “Hope your problem has been solved”. On enquiry, the customer service personnel said that my case had been closed. On my insistence, he reopened the case (Ref.No. 4203585998) and promised me that some senior personnel will attend to my problem. The next day, someone called and asked me when he could come to fill gas. When I told him that he had to find the leak before filling the gas, he seemed disinterested. He promised to call me later, and I never heard from him again.

Then I wrote to the Samsung CEO's office through the link provided on their website. Then another person contacted me and asked me when he could come to fill gas, and I promptly informed him that he has to first locate the leak before filling gas. He promised to visit the next Saturday, but later on, I found out that my case was 'closed' again without even attempting a resolution.
Kindly help me resolve this issue.

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