I am Sanjay from Mulund. We have bought a complete package of Siemens appliance including Washing Machine, dryer, fridge, steam oven, dishwasher and Chimney of Siemens in about May 2019.
Suddenly our Washing machine got stuck completely and we complained on 22nd April, 2022. The person came on the same day and informed us that it's PCB display is gone and it's power module and Operating Modules needs to be replaced.
As a result we agreed to a cost of Rs.15000 and we paid Rs.5000 as an advance.
We were told that within 3 to 4 days but no one turned up even after a week and after vigorous follow up we were first told that it will take more than a month since the parts are not available.
When we expressed our concerns and urgencies, in 2 days the display was arranged and on 4th May evening they tried to fit the display ( Here i question your service levels and authenticity of information as we had a feeling that without checking the details the customers are being taken for granted and given an ad hic date to avoid daily follow ups) But after fitting the display they realized that other parts are required as the power was getting stuck at another part. (Here I question your team's root cause analysis ability or lack of proper diagnosis at the first time)
on 8th May ( after 16 days of complaint) they Came to replace total 3 parts and were there at our house for more than 3 hours and they tried a lot to fit the parts. They claimed that they have fitted all the 3 parts but the machine is not starting. They were too much confused and there were many phone calls but still they couldn't figure out the actual problem and finally they told us that they will need a senior person to understand the issue. ( here I question the technical compatibility of your service people).
Now they have asked us to call the office and let them take it further.
Then after escalating the matter to their so called senior person Mr.Achyut Suryawanshi he kept on promising is that it will be done as they are yet to find the real root cause. Finally on 15th may they thought that the machine can not be repaired at our end so they picked up the machine to their workshop. I requested Mr.Achut Suryawanshi to write me and email with all the details. He said he will send an email on some time. Today after hundreds of follow ups and reminders not a single mail have come from him and he keeps on promising us. Also after 10days he informed us that the parts have come and they will update us on 26th May. When spoke strongly and told them that we will take up the matter to your higher authorities he instantly messaged is that he is arranging a standby machine by 26th May. This means that they are still not confident that when our machine will be replaced. For such a prestigious company such unprofessional people and the approach is like a virus. It a team leader is like that how can you expect professionalism from their subordinates?
My simple submission is that if you guys are not able to repair my machine then please replace it with a new machine. I am very sure that they goofed up somewhere and now to hide that they are creating this story of fault finding. They literally opened every part of the machine and now I am not confident if the machine will work efficiently or not.
I hope this message will go to the top management and the needful will be done PROFESSIONALLY.
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