| Name of Complainant | |
| Date of Complaint | October 5, 2026 |
| Name(s) of companies complained against | Samsung |
| Category of complaint | Electronic Appliances |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
      |
|
1. Product & Complaint Identifiers
Complainant Name: Prasanjit Rath
Product: Samsung Refrigerator
Model Number: RT40H30W3THL
Serial Number: 06364PBL500132R
Samsung Service Request No.: 4439467612
Samsung Reference No.: 3101283954
NCH Grievance / Docket Nos.: 9990006, 9899171
Opposite Party (OP): Samsung India Electronics Pvt. Ltd. (Customer Experience / Service Escalation Desk) & Authorized Local Service Center
2. Brief Summary of Facts & Cause of Action
Inherent Malfunction & Delay Tactics: The subject refrigerator has been suffering from a continuous, unresolved cooling defect (excess cooling). Despite registering official service requests, the Opposite Party (Samsung) has subjected me to indefinite trial-and-error visits rather than carrying out effective technical repairs or root-cause rectification.
Multiple Ineffective Visits Without Documentation: A total of 7 diagnostic visits have been conducted by Samsung’s service engineers, including leaving a temperature data-logging device inside the unit for 36 hours, followed by repeated 3-hour observation sessions. Despite collecting internal data repeatedly, the Opposite Party has failed to identify the root cause, resolve the defect, or provide mandatory on-site Job Sheets/Service Reports to the Complainant.
Unfulfilled Oral & Written Undertakings: On 29 August 2026, Samsung’s Customer Experience Manager (Mr. Tej Singh) conceded over a recorded telephone call that repeated senior engineer visits and data logs had failed to diagnose the issue. He verbally promised a one-time 9-month warranty extension and represented that one “final visit” would resolve the matter permanently. However, the subsequent email sent by Samsung suppressed these specific commitments and merely sought open-ended consent for another visit.
Conditional Consent & Pre-Litigation Notice: On 29 August 2026, I replied to Samsung’s central leadership (ceooffice.india@samsung.com, servicehead.in@samsung.com) and escalation managers, granting strictly conditional consent: that this must be the absolute final diagnostic visit, with immediate handover of technical inspection reports, written confirmation of the 9-month warranty extension, and a conclusive remedy (permanent resolution or immediate replacement/refund) within 24–48 hours. Despite tagging active NCH dockets (9990006, 9899171), the Opposite Party continues to evade its statutory consumer obligations.
3. Relief Sought
Direct the Opposite Party to immediately replace the defective refrigerator with a brand-new unit of equivalent or higher specifications, or issue a full refund of the purchase price with applicable interest.
