Dear Sir, Good day! We, Cargo Solar Gujarat Pvt. Ltd., Ahmedabad – customer and have purchase about 9 Nos. of Split AC from M/s. Meera Electronics (dealer), Gandhidham (Kutch, Gujarat, India) in the August, 2012 (bills attached). We were facing some problem with 2 Nos. of Split ACs (Sr. No. E123PP0C800036 & E123PP0C800024) and have called your representative Mr. Jayant (Service Centre, Gandhidham – Cell No. +919879461xxx) on 27th of August, 2014 and brief the problem we were facing. Also requested to kindly repair it on urgent basis. In reply Mr. Jayant advised that he has no any free engineer and it will take about 3days to solve the problem. As soon as we approached your customer care (1800-3000-8282) at about 1100hours on 27th Aug, 2014. Your executive there has advised us to resolve the problem within 24 working hours (it means it can be done by 1059hours on 30th August, 2014) also inquire in some points. When we got tired running after your service-men, we called M/s. Meera Electronics (dealer from where we purchased) and requested them to send their engineer. Mr. Sonu (+919427513xxx) visited and checked non-working Ac- he found that there was some problem with compressor. In front of the undersigned – Mr. Sonu called to Mr. Jayant (Samsung Service Centre, Gandhidham) and brief the problem regarding AC compressor – also advised him that this product is under warranty of 5years. In reply Mr. Jayant also confirmed that he got a call from undersigned regarding matter and asked them send Out-doors to Gandhidham also advised that he (Mr.Jayant) will change the compressor with new one as its in warranty period, also advised that Samsung Service Centre will charge Rs.2,500/- per compressor as Gas Refilling Charges in new one. Now, when we approached Mr. Jayant on second day (28.08.2014) – he bluntly refused and behave arrogantly that he has not been advised nor be informed by anyone in the matter- he need the complaint came from Samsung Customer Care- ONLY AFTER THAT HE CAN START HIS WORK. Considering the situation we again approached your customer care on 1800-3000-8282 on 28th August and followed on 29th August, 2014 regarding the problem (Mr. Deepak- supervisor)- he also advised that he cannot do anything as we have not got service from Samsung Service Centre and in this case- the product warranty may got void – as we have hired engineer from vendor and not from Service Centre. The points brief by your executives as well as service center Mr. Jayant & Mr. Dutta (regional manager, Kutch – Samsung) – What I understand is as below: 1) You owned a car made by Suzuki, Japan with warranty period of 5years. You were on a long drive- your car got some problem and not getting start. You approached the service center to repair/road-assistance, who refused to visit on time and advised that it will take 3days time to assist you. Soon, you call the dealer from whom you purchased or you got the service from road-side vendors/engineers. 2
We need – Compressor to be replaced without any extra cost and in warranty period.
Email Id: ap@thermosolglass.