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UI am seeking guidance regarding a frustrating and unresolved issue with a Samsung washing machine purchased from Croma.
Background
• We purchased the washing machine with a 3-year manufacturing warranty and an additional 1-year extended warranty from Croma, totaling 4 years of coverage until 11-Mar-2025.
• The machine is labeled with a 3-year warranty on the complete unit and a 10-year warranty on the drum and motor.Timeline of Events
1. Early February 2025: We reported the machine’s failure to Croma customer care. They claimed the warranty expired in March 2024, which is incorrect.
2. 4/5 Feb 2025: We visited Croma, Devarc Mall, where staff confirmed the machine was under warranty, registered the complaint, and escalated it to their on-site team.
3. Despite this, our repair request was cancelled twice as their system still showed the wrong warranty details.
4. Eventually, an on-site technician visited our home, confirmed the issue, and stated that parts needed to be replaced.
5. Despite multiple conference calls between Croma and Samsung, during which both confirmed our machine was under warranty, Samsung still asked us to pay for repairs.Ongoing Issues
• Repeated cancellations of our repair request.
• Despite assurances that parts had been ordered, we were later informed a second visit was necessary to take video proof.
• Samsung later claimed we must pay for parts and visit charges, contradicting earlier confirmations that no cost would be involved.
• Inconsistent account details: Croma’s system repeatedly showed no account registered under our mobile number, yet we continued to receive calls and messages from them on the same number.
• Multiple escalations, including to Croma’s floor escalation team and Devarc Mall customer desk, have resulted in no resolution.Current Situation
• As of 12-Mar-2025, despite numerous follow-ups, the system is still not updated, and the repair is repeatedly delayed.
• The on-site team has revised the expected repair date multiple times: 01-Mar, 05-Mar, 08-Mar, and now 12-Mar-2025, yet no progress has been made.
• We have spent countless hours contacting Croma customer care without success.Request for Advice
Given the lack of response, system discrepancies, and misleading communication, I am seeking legal guidance on the following:
• What steps can I take to file a formal complaint against Croma and Samsung for negligence and failure to honor the warranty?
• Should I proceed with a consumer court case, and what documentation would be required to strengthen my claim?
• Are there any additional authorities or consumer protection bodies in India that I should escalate this matter to?I would be grateful for any advice on how best to proceed.
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