Shocking attitude of service provider Ivanair appointed by Samsung!!!

<p>We purchased a Samsung air conditioner from Builders Express at Southcoast Mall, and were advised that in order for the 3 year warranty to be validated, we had to use a company called Ivanair. They came and installed the air conditioner on 9th January 2016 and charged us R1750. When we queried this price, as we had recently had an air conditioner installed at much less than this, we were advised that this was to cover the warranty. We have had many hot days and when using the air conditioner have found that it "leaks" into our bedroom quite a bit, and has wet some of our furnishings under the window. We assumed that maybe it was because we were using it a lot. My husband discovered that the drain pipe was not draining the water properly and remained filled with water. We were expecting Ivanair to contact us regarding the service in January, but this did not happen, and the air conditioner was leaking so badly that we were unable to use it. In the meantime we had to make a trip up to Johannesburg, and when my husband returned, he called Ivanair on 4th April and explained that it needed a service and it was leaking. The response he got was that Ivanair were only doing installations at the moment and he would contact my husband the next month, May. We were not happy with this kind of service, and went to speak to the lady who had told us we had to use Ivanair, at Builder's Express, to express our dissatisfaction. This was 10th April. She left a message on the service provider's phone, but we never heard anymore. I again called on 13th April and couldn't get hold of her. I again called her on 18th April and she was very surprised that Ivanair had not contacted her or us. She tried to arrange with another Service Provider to come out, but then the question of payment came up, so that was cancelled. I again called her and on 21st April Ivanair called me, and asked me what the problem was. When I explained to him, he denied that my husband had told him about the leak and had just said we needed a service done. He was too busy to do any maintenance and told my husband we had to just wait. He then said I needed to send him a message with the address and stating that we required a service. He would try to come on Monday morning 24th April. I duly sent this to him, but also stated that the air conditioner was leaking. On 24th April, I received a message from him asking whether he could come at 11h00 and that the c in the amount cost of the service would be R500. I sent a message back, saying I thought the 1st service was included in the amount we paid. He then sends me a big file which I couldn't open, and I decided to call him rather than communicate by SMS. He answered the phone rudely, and was very abrupt saying that he had sent a copy of the invoice, which stated that the cost was for Installation only. When I asked him why is was so much, he said he carried the cost of the labour for the warranty, and Samsung the parts, so that is why the cost was so high. Well, if we paid him, he isn't carrying the cost of the warranty, is he? So we had to pay just in case something went wrong with the Air Conditioner, which in our case it had! He insisted the warranty was for only a year, yet lady at Builder's Express still says it is three years. So one would expect him to come out and "fix" the air conditioner. Yet he was insisting that it would be a "service call' and would cost R500. My husband then spoke to him, and when things turned nasty, my husband told him not to come and we would get someone else. Builders Exress are unable to help us anymore, as they followed instructions to contact Ivanair to install the air conditioner, as he was the appointed person by Samsung. Now we are left in the air, not knowing whether the warantee is still valid, and who we are authorised to appoint to fix and service the Air Conditioner. Also, my husband isn't an expert at Air Conditioning by any means, but on looking through the manual and how the outlet pipe has been fitted, he is not happy that it has been fitted correctly. What do we do, as a customer, when we are treated in such a way by a service provider appointed by Samsung.</p>