alok gupta
New member
- Dealer Name
- Future Retail
- Company Name
- SAMSUNG INDIA
- Product Name
- Split AC 1.5. ton
- Customer Care Number
- +91 89 3993 989
- Loss Amount
- 15000
- Ratings
- Opposite Party Address
- Samsung India Electronics Pvt. Ltd.
4th FLOOR, C-2, MAHALUXMI MALL, RAJNAGAR,
Ghaziabad- 201001 (Uttar Pradesh)
My complaint was about deficiency in service and supply of substandard replacement parts (PCB) in outdoor unit.
At the commencement of summer season in 2022, I observed some cooling issue. Technician visited and I was told that cooling tube in IDU needs replacement. after replacement unit still did not function and I was further told that PCB was also defective. It was replaced but unit still failed to function. Some other part was ordered and unit finally started functioning after a time lag of more than a month. I don't even know if all those replacements were necessary, but I paid for all the components. It worked till the end of summer season.
At the commencement of summer in 2023 unit did not function and I was told by the company technicians that the PCB is faulty, and it was again replaced. It clearly shows that PCB became defective while unit was not in use during winter. I duly settled the bill for repair and parts (PCB). Like previous year unit functioned well till the end of summer season.
At the commencement of summer in 2024, I was astonished to find that unit did not function, and I was told by the technicians that the PCB is faulty and again it had to be replaced at my cost. It clearly shows that PCB again became defective while unit was not in use during winter. I duly settled the bill for repair and parts (PCB). Like previous year unit functioned well till the end of summer season.
At the commencement of current season year 2025, same story is being played. Unit failed to function. I was again told that PCB is faulty. I don't know what kind of spare parts (PCB) is supplied as replacements that barely functions for a season and becomes defective during winter (non-use).
This clearly indicates that either technicians attending the complaint are not fully trained by the company and they were routinely suggesting replacement of parts (PCBs) and/or PCBs supplied for replacements were of substandard quality.
I have gone through of company’s response submitted to the consumer forum; it is factually incorrect on following reasons:
Invoice: Copy of Invoice was duly sent to the company as an attachment with email. Copy of this invoice was always collected by the technicians since 2022. How it is so relevant in the context of my complaint?
ODU Serial Sticker: ODU sticker is exposed to the elements of nature and may get detached. Its photo/scan has always been taken by the attending technicians in previous years; it could have been conveniently retrieved from company’s records. The company could have found a better way to locate it on the unit. How company can hold a customer responsible for it.
Earthing Issue: here too company’s contention is wrong and apparently came up as an afterthought to shift responsibility. I have two more Split ACs (2019 & 2021 make & one of them is Samsung itself) functioning in the same premises along with some other equipment like refrigerator, dishwasher, washing machine & MW oven etc. How come I never faced such an issue in any of the equipment? How would company explain it?
Free repair: I never asked the company to do the repair for free. Had that been a case, I would not have paid Rs.27000.00 approximately during 2022 through 2024. I felt harassed and frustrated as same fault kept repeating for four consecutive years and repairs always took abnormally long time.
Now I demand, refund of cost of PCBs & other charges (Rs.15000.00 approx.) paid by me for last three consecutive years. I have lost faith in the competence of the company to carry out the repairs efficiently and the components that are being supplied as replacements.
Alok Gupta
Senior Citizen (72 years)
At the commencement of summer season in 2022, I observed some cooling issue. Technician visited and I was told that cooling tube in IDU needs replacement. after replacement unit still did not function and I was further told that PCB was also defective. It was replaced but unit still failed to function. Some other part was ordered and unit finally started functioning after a time lag of more than a month. I don't even know if all those replacements were necessary, but I paid for all the components. It worked till the end of summer season.
At the commencement of summer in 2023 unit did not function and I was told by the company technicians that the PCB is faulty, and it was again replaced. It clearly shows that PCB became defective while unit was not in use during winter. I duly settled the bill for repair and parts (PCB). Like previous year unit functioned well till the end of summer season.
At the commencement of summer in 2024, I was astonished to find that unit did not function, and I was told by the technicians that the PCB is faulty and again it had to be replaced at my cost. It clearly shows that PCB again became defective while unit was not in use during winter. I duly settled the bill for repair and parts (PCB). Like previous year unit functioned well till the end of summer season.
At the commencement of current season year 2025, same story is being played. Unit failed to function. I was again told that PCB is faulty. I don't know what kind of spare parts (PCB) is supplied as replacements that barely functions for a season and becomes defective during winter (non-use).
This clearly indicates that either technicians attending the complaint are not fully trained by the company and they were routinely suggesting replacement of parts (PCBs) and/or PCBs supplied for replacements were of substandard quality.
I have gone through of company’s response submitted to the consumer forum; it is factually incorrect on following reasons:
Invoice: Copy of Invoice was duly sent to the company as an attachment with email. Copy of this invoice was always collected by the technicians since 2022. How it is so relevant in the context of my complaint?
ODU Serial Sticker: ODU sticker is exposed to the elements of nature and may get detached. Its photo/scan has always been taken by the attending technicians in previous years; it could have been conveniently retrieved from company’s records. The company could have found a better way to locate it on the unit. How company can hold a customer responsible for it.
Earthing Issue: here too company’s contention is wrong and apparently came up as an afterthought to shift responsibility. I have two more Split ACs (2019 & 2021 make & one of them is Samsung itself) functioning in the same premises along with some other equipment like refrigerator, dishwasher, washing machine & MW oven etc. How come I never faced such an issue in any of the equipment? How would company explain it?
Free repair: I never asked the company to do the repair for free. Had that been a case, I would not have paid Rs.27000.00 approximately during 2022 through 2024. I felt harassed and frustrated as same fault kept repeating for four consecutive years and repairs always took abnormally long time.
Now I demand, refund of cost of PCBs & other charges (Rs.15000.00 approx.) paid by me for last three consecutive years. I have lost faith in the competence of the company to carry out the repairs efficiently and the components that are being supplied as replacements.
Alok Gupta
Senior Citizen (72 years)
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