Electrolux India — Automatic washing machine

Address:	New Delhi, Delhi, 110032
Website:	www.electrolux.in

I wish to bring to your notice the sorry state of affairs of electrolux customer support department and the embarrassment me and my family members have gone through since we bought electrolux et70enerm 7kg fully automatic top loading washing machine vide serial no. [protected] online through flipkart via ws retail services pvt. Ltd. Vide their invoice no. # del_lhr_03l[protected] dt. 5.11.2015 .

Our troubles started with the purchase of the machine.

1. Firstly, the machine could not be installed and demo could not be arranged on expiry of more than 10 days of purchase/delivery of the machine despite our repeated followup calls with your service department and false assurances by them.

2. The demo arranged by the engineer was highly unsatisfactory, as the engineer deputed himself was not well versed with the functions of the machine, he admitted that fact and assured demo by another qualified engineer, the result being the machine could not be used for more than 15 days of it's purchase.

3. Somehow, the other engineer came after 3-4 days and installed the machine and explained the functions to operate the machine.

4. Within few days of operation we noticed too much of abnormal noise coming from the machine while in operation and very poor wash quality. Immediately a complaint was lodged with your customer service support department on the toll free number.

5. Here again, the engineer could attend the machine in 3-4 days. He came and simply did and external inspection and declared the machine to be normal.

6. Unsatisfied with the response, as the abnormal noise got further exaggerated we made another complaint and we were assured this time that the machine would be got inspected thoroughly by a senior service engineer. We made a complaint to your toll free number and we were also made to speak with your sr. Service executive mr. Nitish who assured to resolve the issue, however, despite the engineer visit the problem persisted as earlier.

7. Completely disappointed and frustrated with the poor response and false assurances, we decided to return the machine as per flipkart policy of sale and requested for return of the machine (Flipkart acknowledgement no od[protected] for return of machine) .

8. Within 1 day of lodging our request for return of machine we received call from your service engineer mr. Nitish assuring us to resolve the issue and advised us not to pursue the return with flipkart.

9. On repeated assurances, in good faith, we decided to keep the machine and dropped the return request.

10. Nothing happened thereafter and the problem continued we made various complaints/requests to resolve (Complaint no. Edel[protected] dt. 24.2016, reminder dt. 25.1.2016, no. Edel [protected] dt. 1.3.2016, reminder dt. 3.3.2016, 11.3.2016, 18.3.2016 but nothing happened.

A service engineer who visited our place after 2-3 days in response to our complaint no. Edel [protected] dt. 1.3.2016, accepted that there was a manufacturing defect in the machine due to which the tub was lying imbalance due to defective shockers/stays and thus making lot of noise during rotation, resulting in leakage of water through drain pipe during automatic water intake/to pup and it may also result in breakage of the tub and advised us not to use the machine as the critical parts including the tub assembly needs to be rectified and assured to arrange repair the machine in 5-6 days as the parts to be replaced were not in stock and were required to sourced from vendors. We insisted that the machine be replaced with new one as it had the manufacturing defect since we bought it and have been complaining about it but received false assurances on the same.

11. After expiry of 12 days we received a call from the service engineer that the part was now 'available' and your machine would be 'repaired' which we refused to allow as the machine had to replaced with the new one and not repaired, as it had 'manufacturing defect' at the time of sale. As a reputed brand/company electrolux is not supposed to sell a 'defective product' as 'new' to their customer.

13. On 18.3.2016, we once again lodged our complaint with electrolux service department and had a detailed discussion with mr. Gautam at 6.56 pm (Recording available) . Mr. Gautam was once again explained the problems in detail and also the fact that we were unable to use the machine for last more than 20 days and washing clothes by hand, despite spending huge money on an internationally reputed brand- electrolux.

He felt sorry for the same and assured to arrange the replacement of the machine as early as possible and confirmed having escalated the issue at the appropriate level.

Under the above circumstances and conditions you can very well understand our position and plight due to a very very unprofessional approach n treatment afforded to us by electrolux company officials.

As a last resort we are writing you this mail to press for replacing the defective machine sold to us by your elecrtolux with a new one, within 10 days from receipt of this mail, failing which we shall be compelled to escalate the matter at appropriate levels including the consumer court/legal recourse as we have exhausted patience now.