Dear Sir/Madam

This is in reference to the above mentioned Samsung Complaint No. which was first time logged in on 24th May 2011 and has been re-opened around 10 times since then. Regarding the same issue, I had a conversation with Ms. Madhulika Sharma and other supervisors at Samsung Customer Care. Every time they had assured a visit of the Service engineer from Branch office and resolve our issue asap. I have also e-mailed around 7-8 times to there customer service email id. But they do always say that our problem has been looked upon and ask us to be patient.

To give you a brief history, We had purchased a Samsung Biosleep 1.5 Ton Split AC in May 2009. Since May 2011, we are facing a problem of water coming out from the front side of the Indoor unit (precisely from near the blower). There is no fixedpattern or frequency of water dripping. Sometimes, the problem does not occur for a week or 15 days also. Sometimes, water flows on regular basis.

• My first complaint to Samsung Customer Care was on 24th may 2011. Against this complaint, a technician visited from Samsung Service Centre and done some kind of servicing and cleaning and charged me the Service Charges. He assured me that my problem is resolved.
• A week later, water againg satrated flowing from the same point. I re-opened the complaint and this time again the technician came and tried to do some allignment setting to the indoor unit and once again assured that our problem has been resolved.
• Water again started flowing. I again re-opened the complaint. This time some other technician came. He suggested us that the Gas in the AC has some leakage and hence the gas pressure is not not appropriate. From all my sources of information, i had known that gas ion AC affects cooling and nothing else. We debated on the same point with the technician also.But he insisted us on getting the gas re-filled in our AC. Trusting yourperson, we got the gas re-filled and paid 1575 Rs against the Gas re-filling charges.But, our problem was still not solved and the water continued to drip.
• This time on re-opening the complaint, the person came reported that the capacitor in the outdoor unit needs to be changed and that will fix the issue. We got the capacitor also replaced and paid Rs. 840 against that. The problem still continued.
• We reported again and this time some new person came and told us that there is some dust and garbage in the water outlet pipe which is stopping the water to get out from the outlet pipe and that water is dripping from the front side. He opened the indoor unit and cleaned it from inside. The problem still continued.
• We again contacted the service center. This time some new person came and told that the filters are not clean and that is causing the problem. He suggested us that we should clean the filters every week. But that also did not solve our problem.
• We again contacted the service Center, the person visiting this time, told us that there is some foam/cushion inside the AC is which the water is getting accumulated and removing that foam will fix the problem. He removed the foam and water is still dripping.

When I tried to escalate the issue to Samsung through Samsung Customer Care since 1 month back, I always got a response that somebody fromSamsung will call me back. But nobody ever called me. I also directly contacted Mr. Mishra at Samsung Service Center at Ghaziabad to esclate the issue, he tried to show some concern regarding my problem but could not do much. Also, to my astonishment, he also agreed that lowered Gas pressure can never be a cause of water leakage.

We are really too much disturbed by the Service Center and the incapable service engineers/technicians ata reputed Company's Service Centre who are not capable to resolve a small problem since 5 months.

Our problem further worsened, when our LCD and the DVD player placed below the AC's indoor unit has started having the problems due to water flowing on their head. Our LCD is not displaying any picture since yesterday when the water had dripped at night.

Now, the Service centre as well us the customer service supervisors are asking us to pay the service charges again to arrange a visit from the Service Centre to look into the issue. Our debate from both of them is -

• We had been paying all their charges from last 5 months without getting our problem resolved even a single time.
• All the technician that visit from the service centre each time have different solutions for our problem. So we dont whether their solutions will work now and hence we do not want to pay the charges until our problem is resolved.

I am seriously looking forward to get my problem resolved from last 5 months but I am unable to do so.We are really very upset with the kind of service staff a company like Samsung is dependant on and also the kind of attitude Samsung shows towards the genuine problems of their customer. We are looking forward for a solution to our problem asap.
Thanks & Regards

Prachi Dubey
9818323729