[Resolved]  Onida — Washing Machine Not working, Onida Service Center is not giving attention

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Bangalore, Karnataka

Dear Sir/Madam, I'm writing this mail in total disappointment with Onida's product and service center. 1st Complaint registered at Onida Customer Care :1404A[protected]April 12 (This ticket is raised and closed by the Onida Service representative (Technician ) without our knowledge saying service is completed and the ticket is closed) 2nd complaint registered at Onida Customer care :1407A[protected] (Now the washing machine is not at all working.) 3rd Complaint registered at Onida Customer care for extended warranty :1407A[protected] We had requested for extended warranty from the Onida Service executives who came home for the repair and they said they would bring the documents /papers next time when they would come home.) For the first ticket :- We have been following up with the service person for the past 3-4 months, At last they closed the ticket without repairing the machine . During this time we had requested for the Extended Warranty as our warranty comes to an end in June, They (Customer executives)said I could do it at anytime and they would provide it when they would come for the next time visit and they never showed up again. Initially the Issue was Washing Machine used to make Big Noise while operating. Sticks supporting the Drum were misplaced and initial Service Executive had checked and said the spare part is not available and they would get in touch with me when the spare part is available. After 1-2 weeks I contacted again and they said spare part is still not available. Again after 1 week I contacted again and at this time they said they would send the executive with spare part after a week, After a week service executive came and opened the complete machine and tried to fix the spare part which they had brought, then they realized it was wrong spare part which they had brought. So they said they would get correct spare part after 1 week. After this they never contacted. And about 10 days back my washing machine totally stopped working and I raised another complaint, I checked with customer support and she said that previous ticket is closed mentioning that its resolved, And this time I requested to reopen the ticket and she said its not possible, Then I requested for filing another complaint and executive came and checked the machine and again started the same old excuse of mentioning that the spare parts are not available we need to wait and we are waiting for another week for the parts . we tried to contact the Onida Customer care 5 to 10 times and Finally tele executive picked up and told us that we need to WAIT. I Followed up the ticket on 14-July-2014, After half an hour of waiting in queue for getting the customer care executive, Some lady picked up and talked so casually as if she doesnot belong to Onida and she cannot resolve the issue and anybody hearing her conversation would Think why we got this Brand Onida. She gave at last one Mr Raheem's number's [protected] and asked me to contact him, I again emphasized on the problem then she said she will transfer the call to senior people and I waited for another 5 minutes and she dropped the line. Extended warranty we have been requesting for very long time, but nobody is bringing to us. We got the reference of the Branch Managers phone no. whom we have been trying to contact for few days :[protected]-Mr.Janardhan either his phone would be out of coverage or he never picks up. Here are few executives who have come to resolve the issues but never turned up again to resolve or fix or repair the machine ..as next time we contact they wouldn pick phone or they would have resigned from Onida Ravi :[protected] Arun:[protected] and few other executives too for the closed tickets which we did not track it... Mr Vinay:[protected] Following up the latest ticket, Came once to check the machine, Today tried multiple time to contact and at last picked up the call. He mentioned that the washing machines electronic part has short circuit so we need to wait to get the parts. We have been calling ONIDA Customer Care service for the past 4 months to repair the Washing Machine but the only response that we get is NO Spare parts ...we have contacted many departments but they would have only one answer Employee resigned or spare parts not available. We got this machine 2 year back and it has 2 years warranty and we have intimated the Customer care department and the service executives that our warranty period is getting expired on June but they said they would extend the warranty next time they come up for service but they haven't come yet .. We got this washing machine ...considering the brand name ...It is very hard to survive in family where Maids doesn't come in India daily and we depend only on electronic machines.I request to solve this issue at the earliest . Would request that INDIAN CONSUMER COMPLAINT FORUM would help us solve our concerns as we are waiting for the past 4 Long months to get our machine repaired Thanking You, George M Kurian [protected] BANGALORE Karnataka