Complaint on Grace Home Needs (Samsung Distributor) and Samsung Servicing We have bought a Samsung 1.0 Ton Digital Invertor model on 6th April, 2014 from Grace Home Needs, Murugeshpalya, Bangalore. 1. Distributor sold a refurbished device on a name of brand new product. The dealer offered us a little discounted price saying the product would contain a scratch or dent or packaging issue but not refurbished unit. He said it would contain all the benefits same as brand new product. Also, he did not communicated to that it belongs to Type ‘B’/’D’ device and no replacement or no refund for it. 2. The delivered product doesn’t contain all the parts: a. No User Manual (we were told by the dealer to download it from Net and use) b. Incompatible Remote (We had to rush to him for the right one, which he provided after a day) c. No nuts & bolts to fit. d. Incompatible Copper Tube. We had to return to him after talking to installation guys that it is not for this model. e. No information on what parts are expected in the package (damaged package & no user manual) f. No Warranty card 3. Selling a non-working product (defective) & inefficient service a. After the failed demo by installation persons and couple of trails to fix the installation issue, we have told to the dealer to refund or take it back. He convinced us that the installation guys are non-technical it would be gas issue and the service engineers would come and fix it. b. But, when we called the Customer care Center (CC) to inform this, to our shock we came to know that its serial number is not A type (they sometimes said ‘D’ and sometimes ‘B’) and we can only get warranty which is 6 months. Astonished by this, we called up their manager Ershad (7829412618) and added the dealer to the conference call. There the dealer and CC Manager started arguing without bothering that I am also in call saying it is type ‘B’ product and that too one said they support only 6 months warranty whereas the dealer said he negotiated for 1 year. There is no warranty card given us stating the period. c. Inspite of all these several number of calls to the dealer, Customer Care, several number of visits by the SEs and running several run to entertain the Service Engineers to do their trial & error fixes wasting several hours of our precious time disturbing the privacy of our family it was not fixed for 20 odd days (so far there are totally 9 tickets opened with the Samsung call center). 4. False promise of refund a. As the Service Engineer (SEs) failed to fix the issue after 20days also, dealer called us and said he will provide the refund. b. The Customercare Center (CC) guy came collected the cancel cheque and bill copy the same evening. c. We were informed by CC incharge (Syed – +91 9019998763) that in 10days the amount except the installation charges will be credited to the account. As my parents who are elderly persons are suffering due to high temperatures, this is the time we planned to p
Since the machine is getting repaired many times and the whole board has been replaced to make it work, and also we are not satisfied with the throughput of the product, we would like get the refund of the amount we’ve paid. We don’t want this product anymore. We sincerely request the Consumer Forum to do us justice by making the Dealer/Samsung to take back the product and provide us the refund and to make them do prudent sales by disclosing the type & limitations of the product support to the consumers beforehand.
Complainant Information
name- pentapadu e-mail chandrasekhar.patarlapalli@oracle