I Purchased a refrigerator from Samsung website on 18th April, amounting to ₹58,440,
Order no 33100412686
The transaction was for the purchase of a refrigerator from Samsung. Unfortunately, the product delivered was damaged, which was confirmed by their engineer during the installation visit. I reported the issue, and after reviewing the photos and other supporting evidence, Samsung approved a replacement.
However, it has now been 15 days, and the damaged product has still not been picked up. Despite my daily follow-ups, I am being given the runaround with no resolution or proper support from their end. I now feel misled and cheated, as I paid for a new product but received a defective one with no resolution in sight.
I have all the email proofs of my conversation and their acknowledgment
I'm sorry to hear about the challenges you've faced with your Samsung refrigerator order. Based on your experience and Samsung India's policies, here's a comprehensive guide to help you navigate the situation and seek resolution:
Summary of Your Experience
Order Details: 653 L Convertible Refrigerator purchased on April 18, 2025, via Samsung.com for ₹58,440 (Order No. 33100412686).
Issue: Product delivered was damaged, confirmed by Samsung's installation engineer.
Actions Taken:
Reported the issue with supporting photos.
Samsung approved a replacement.
Despite daily follow-ups, the damaged product has not been picked up for over 15 days.
Samsung India's Replacement Policy
For large appliances like refrigerators:
Inspection: Products should be unboxed only in the presence of a Samsung installation engineer.
Reporting Damage: If damage is identified during installation, initiate a replacement request within 1 day of installation via your Samsung.com or Shop App Orders section.
Documentation: Upload clear images of the damaged part, model/serial number, and the installation engineer's report.
Replacement Process: Upon approval, Samsung will arrange for the pickup of the damaged product in its original packaging. The replacement will be shipped after successful return pickup and verification at Samsung's warehouse.
Recommended Actions
Contact Samsung Customer Support:
Phone: 1800-5-726-7864 or 1800-40-726-7864 (Mon–Sun, 8 AM–8 PM)
Provide your Order ID, details of the issue, and all previous communications.
Escalate the Issue:
If standard customer support channels are unresponsive, consider reaching out to Samsung's support on social media platforms like Twitter @SamsungIndia for a more immediate response.
File a Complaint with the National Consumer Helpline (NCH):
Compensation for mental agony and financial loss - ₹ 100000/-.
Litigation charges - ₹ 15000/-
Legal Precedents Supporting Your Case
Case Highlights 1
CC/30/2024
Punjab - Barnala - Samsung India Electronic Pvt.Ltd V/S Lenin Bansal
The facts leading to the present complaint are that the complainant purchased a Refrigerator Make Samsung i.e. OP No. 1, from OP No.2 vide invoice No. 3874 dated 13.02.2023 amounting to Rs.50,000/- including GST.
It is alleged that from the day of purchase of this refrigerator when the ice in excess freeze in the upper portion i.e. freezer then the cooling of the refrigerator in remaining part i.e. lower part is not properly cool the items lying in the said refrigerator.
It is further alleged that the complainant lodged numerous complaints i.e. on 04.01.2024, 10.01.2024, 13.01.2024 and 15-01-2024 respectively, but every time the mechanic of the opposite parties who neither visited the house of the complainant and inspected the refrigerator in question, nor cured the fault.
It is further alleged that the mechanics of the opposite parties left the house of the complainant after stating that the fault is a mechanical fault and they lodged the complaint of the complainant with the company i.e. OP No. l and the competent person will be deputed by the OP No.1 to cure the said defect of the refrigerator.
But no competent person is deputed till now by the opposite parties to inspect and cure the fault in the said refrigerator of the complainant, inspite of reminders and complaints lodged/made by the complainant and the complainant shown maximum patience.
The complainant also served a legal notice dated 9.2.2024 upon the opposite parties to change the refrigerator of the complainant within 10 days, but with no result. It is alleged that the said act of the opposite parties is against law and facts which caused a mental tension, agony, harassment and physical pain and mental agony to the complainant. There is a great deficiency in the service on the part of the opposite parties.
Order
It is established that the defect in the refrigerator in question occurred within the warranty period and opposite party No. 1 failed to rectify the same and by not replacing the defective refrigerator in question is clear cut deficiency in service and unfair trade practice on the part of the opposite parties. Therefore, the present complaint is partly allowed and the opposite parties are directed to replace the defective refrigerator in question with the same model, failing which the opposite parties are directed to refund the purchasing amount of the refrigerator i.e. Rs. 50,000/- alongwith interest @ 7% per annum from the date of filing the present complaint till its actual realization to the complainant. The opposite parties are further directed to pay Rs. 5,000/- on the account of mental agony and harassment and Rs. 3,000/- on account of litigation expenses to the complainant.
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