Urgent request of replacement/ refund - Defective Samsung 4 Door French Door Fridge purchased from Reliance digital Store @ Crown Interior mall sec- 3

P

pulakparashar79

New member
Dealer Name
Reliance digital Store @ Crown Interior mall sec- 35 faridabad
Company Name
Samsung
Product Name
Samsung Refrigerator French door
Customer Care Number
8169630683 / 81
Loss Amount
160000
Ratings
1.00 star(s)
Opposite Party Address
Reliance Retail Limited
Crown Interiorz Mall
12/7, Sector-35 , 21KM Stone, NH-2
Near Sarai Khwaja
Mathura Road, Faridabad
Haryana - 121003
Dear Mr. J B Park(CEO Samsung India)/Saurabh Baishakhia(Samsung)/ Mr Mukesh Ambani& Ms Isha Ambani/Customer care and Grievance care both Samsung and Reliance digital ,

I hope you all are well.

I am writing as an old and loyal customer of Samsung, although I had previously faced issues with a Samsung fridge product. Despite my earlier experience, I trusted the Samsung brand once again and recently purchased a 4-Door French Door refrigerator from Reliance Digital, Crown Interiorz Mall, Sector 35, Mathura Road, priced at approximately ₹1.6 lakhs via an HDB loan.

The purchase was made on 20th April 2025, and the fridge was delivered to my independent bungalow on 21st April 2025. Due to my travel commitments, I requested the delivery team to unbox it on 26th April 2025. Unfortunately, the delivery team was unable to move the fridge to the first floor and had to dismantle and reassemble it later on the same day ie on 26th while i was back from travel.

Following instructions, we switched on the fridge after the required 6–7 hours of settling time ie on 27th However, on the morning of 27th April 2025, the fridge displayed error codes 6 and 52. Although the Reliance team promptly attended and attempted to fix the assembly issue, and a Samsung representative visited for a basic checkup, the fridge still failed to cool properly after several hours of operation — even though no error codes were now visible.

This is extremely disappointing, especially considering my trust in Samsung even after past negative experiences. I had shifted all my food items into the new fridge, only to discover it was not cooling at all.

Moreover:
• I also made a payment of ₹1500 to the Reliance team for dismantling and reassembly (handled by the salesperson, Inder).
• I paid ₹911 towards processing the HDB loan separately.

In light of these issues, I urgently request:
• Immediate replacement of the defective fridge with a new unit of the same model, or
• Immediate full cancellation of the purchase and refund of the amount paid and cancellation of HDB loan in lien of my CIBIL which has a history of 850 plus which i never wanted to disturb due to inefficiency of Reliance / samsung in delivering me a quality product in good working condition .

This experience has been extremely stressful and disappointing for me. I expect Samsung to uphold its reputation for quality and customer satisfaction by addressing this issue immediately.

Please treat this as a matter of utmost urgency and respond within the next 48 hours.

Bad experiences with reliance :

1). While delivery did not happened the way i wanted as it happened the day i was not available at home so my wife has to receive it ?
2). I had to wait to get it unboxed for 5 days as i was in travel so while i came back on 26th i got it unboxed to my surprise that i can not start the fridge the same day it got unboxed as the reliance team stated that i need to wait for 6 hrs to start the fridge ?
3). While next day ie on 27th when i started the fridge it showed the error of 6 and 52 while cooling was happening but not to that extent that a new fridge should do?
4). While error was removed post visit of reliance inder and team , later one person from samsung came to fix the error , so that person stated that there is no error and he will help us start the fridge in mobile app which was done but post he left the fridge was not cooling at all .

Note - Bill is attached for your ready reference

Regards,
Pulak Parashar
 
Hello @pulakparashar79

You've taken commendable steps by documenting the problem and reaching out to both Reliance Digital and Samsung. The error codes and cooling failure suggest a potential manufacturing defect or installation issue. It's crucial to address this promptly to prevent further inconvenience.

📞 Immediate Actions to Take​

  1. Contact Samsung Customer Care:
  2. Provide them with all relevant details, including the model number, purchase date, error codes displayed, and any service reports.

  3. Document All Communications: Keep a record of all interactions, including emails, call logs, and service reports. This documentation will be vital if further escalation is required.

📝 Escalation Steps​

If the issue remains unresolved even after contacting the customer care, you need to file a case in the Consumer Forum, but before filing case you need to follow few basic steps:
  1. Send Legal Notice: This is a very important step before filing the case, send via registered post only.

  2. Approach the Consumer Disputes Redressal Commission:
    • E-Jagriti Portal: e-jagriti Platform: Ministry of Consumer Affairs, Food, and Public Distribution, Government of India

    • File a formal complaint seeking redressal, such as a replacement, refund, or compensation for the defective product.
    • To file a case in the Consumer Forum you need to create an account in E-Jagriti Portal
      After the verification, you need to upload 5 main files and supporting files.
      1) Affidavit
      2) Memo of Parties
      3) Index
      4) Events
      5) Proforma

      And supporting documents like Addhar Card, Jobsheets, Bills etc... (Depending upon the Event file)
      The forum will review your case and files and update you accordingly.
      In Consumer Forum, your documentation part should be strong.
  3. View Judgments: Visit: Samsung Customer Care Complaints | Consumer Court. to view case filed against samsung in the Consumer Forum

If you need assistance drafting a complaint or require further guidance, feel free to ask.
Thanks
 
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