I bought a whirlpool fully automatic washing machine from snehanjali electronics, virar with additional extended warranty from bajaj alliance (Bajaj open ew 2 year rs.1254/-)
Product details are as follows :
Model # : sw72 platinum 10ymw
Item descriptions: w/pool w/m-sw72 platinum10ymw
Chassis # : [protected]
Purchase date: 08/08/2016
Now a days, my washing machine giving motor voice while spinning. I called to manufacturer for this and they said machine is not in under warranty you may pay charges. Hence i called bajaj allianz to confirm about the warranty period and as per their update the warranty period was expired in august 2019 itself. Whereas i have opted for 2 year additional extended warranty while purchasing the washing machine. (I have each and every proof (Bill-invoices-extended warranty invoice etc.) i have opted for 2 year extended warranty for my washing machine.
About followup,
1. I have raised this complaint with local bajaj agent who sits in the store. She (Jyoti) took pictures of all the invoices and forwarded to someone. She requested me wait for 7-8 days. It will automatically updated.
2. After a 2 week when i goes in store, it seems the agent was changed and i have to explain the things again to new agent. He doesn’t aware about this case hence he given me contact number of senior person – mr. Sabdesh – [protected].
3. I tried to contact him on daily basis (Around next 20-25 days) he never responded me with further updates. I have sent text sms to him but no response.
4. After 25 days, again visited to store and seen, there is new lady was there on desk. Again i have explained the whole tings again to her. She given me next person name and contact number i. E. Mr. Chawla – [protected].
5. Mr. Chawla assured me that he will look further on my request. He requested me to wait today-tomorrow-next few days and i waited as per his comments. Now a days, even he is also not receiving my call neither there is any response from his end. Even i have sent text sms to him for revert back unfortunately no response.
6. Finally, i decided to contact customer care and they suggested to draft email to [protected]@bajajallianz.com. I have done the same on jan 20, 2020. I will attached the email conversation here. They responded back after 4-5 days with the issue # : 82343824 with including the comment – “we have forwarded your request to our concern department”.
7. I have tried to find the contact details of pune ho and forwarded same email to them also. On feb 2, i have received acknowledge email from dattaray kokate (Outsource-tbss)/pune ho/bagic tbss/general and some other cc bajaj members.
8. After feb 2 upto till date, i am following with them on email but no response at all. I will attach communication email here.
Today, finally i have decided to put complaint on this portal atleast peoples can know how bajaj allianz providing the service to customer.in today’s email i have included their grievance redressal officer and head of customer care. Let’s see how they treat on this situation/case.
Kindly note, my product i. E. Washing machine is still in non-operation mode due to this extended policy error from bajaj end.
Mar 11, 2020
Complaint marked as Resolved Bajaj Allianz do not have trust on their customer even after smooth and clear communication. Overall, the experience was too bad, pethatic. I will never go for any Bajaj related products in future.
After 3 month followup, my washing machine is ready to use. I have spent lot of time on this to communicate with each and every person in Bajaj Allianz. I will recommend that, pay few more money and take a manufacturer extended warranty which will they provide you on time and quality service.
Bajaj Allianz customer support has been notified about the posted complaint.
Verified Support
Feb 18, 2020
Bajaj Allianz Customer Care's response Hi,
We've made a note of your concern. Please share your contact number via email to [protected]@bajajallianz.co.in so that we can get in touch with you.
We have registered your complaint with Reference No. BA - 1511, keep a note of the same for further procedure. Also, please mention this number in the subject line of the email while sending in your details. Thank you.
Caringly Yours,
Bajaj Allianz General Insurance
Feb 25, 2020
Updated by Roshan Lanjekar Dear Customer Care,
I have already sent email to your support team as well as your HO. The email chain is very long.
The subject line of Email is - RE: Manufacturer's Product Warranty Period correction // EW ID : EWOC[protected] // Mr. Roshan Lanjekar // 82343824 / 82728367/
I am now having different issue with the support. The technician forcing me to change Drum whereas the problem found in the Gear part (which is in under warranty). My washing machine is working well apart from voice while draining. It means there is no need of Drum change and same has been confirmed with the Whirlpool side also (on call).
Today I have checked, my claim status showing closed whereas no action and no part replacement done. Status is as below .
Asset Repaired and Delivered
24 Feb 20
02:48:23 PM
Your asset has been repaired successfully and the same has been delivered to you.
Your claim has been repudiated. Hence the claim is closed. Repudiation letter has been sent on your registered address by post.
Unbelivable things and support given by Bajaj side. I am really disappointed with this extended warranty. For small query I have spend almost 3 months but still Bajaj Allianz not giving me proper solution.
Feb 27, 2020
Updated by Roshan Lanjekar waiting for further update on this case. I spent total 3 months only for followup. Disappointed with the service.
Feb 29, 2020
Updated by Roshan Lanjekar I think, bajaj helpdesk not able to understand the situation on email. From last 15 days, I am explaining the scnenario to support person and he is giving me advice about the warranty part. whereas I am already agreed on his comments. Even I have explained the communication which is currently going on with Technician, Bajaj Helpdesk and me.
I am expecting the call from Bajaj helpdesk/senior person who is working on this case to provide update, better understanding and close of this case ASAP but everyone is spending 2-4 days to reply on email and increasing the chain mail.
Last email communication is attached.
Mar 03, 2020
Updated by Roshan Lanjekar Current update as on[protected]:04 p.m.
There is long email chain is going on with Bajaj Allianz where I didn't receive satisfactory answer from their end.
Mr. Milind Kadam/HO Direct Marketing/Call Center/General is handling my request and as per our call conversation on 28th Feb 2020 he had forwarded the my matter to their HO priority team and he has done the same. I have explained him all the issues which I was facing from the Dec'19. (1. Warranty period changed (mistake from Bajaj end) 2. about the extended warranty part replacement).
Next day, I have received call from Mr. Kishor Dahitule and he started conversation with saying "Drum is not in warranty and you have to replace with Whirlpool". Without inspecting the matter he was trying to giving me update with stating that, Drum and Gear part need replace from Whirlpool and whatever the charges they quote for Gear part the Bajaj Allianz will pay against you (only gear part charges not technician visiting charges*). He totally rejected to replace the Gear part which is in under extended warranty (as per his comments, first replace the drum from whirlpool and then go for gear part replacement). This is actually forcing method from Bajaj end. Even I said that, replace the gear part which is cover in under warranty from your end and if the problem still occur then I will check with Whirlpool for next look out.
As per call conversation with Kishor, as I understand that he doesn't aware the history of this issue and only trying to provide me the update to check with Whirlpool itself.
Today i.e. 3rd March, 2020 again I have sent email to Bajaj with my solution comments cause I need to close this matter asap. I have requested them, if they are agree to pay Whirlpool Technician visiting charges and gear part cost then reply me on email with acknoledgement. On the basis of the same, I will log the case with Whirlpool for technician visit. Whatever the whirlpool technician will suggest about the parts and their cost Bajaj has to pay (except drum).
I can do this as of now from my end. Apart from this no option have.
OR I will leave my washing machine as it is since it is still in working condition and in future will never take any warranty OR product from Bajaj side, cause this experience is enough to understand the Bajaj Allianz services. (I was my mistake as I selected Bajaj allianz for extended warranty.)
Now, waiting for Bajaj Allianz reply on same.
Mar 11, 2020
Updated by Roshan Lanjekar Hi Milind and Bajaj Team,
After log of followup emails, calls, discussions, finally the issue has been resolved. I would like to highlight few points which is related to Bajaj Allianz extended warranty process.
1. There is new request generated whenever I reply/email sent to Bajaj and there is only system generated reply gets everytime which is none of meaning. I always get standard reply on my email from the customer care executive and the further action takes almost 4-5 days to response/provide me the update.
2. I was having problem from with Bajaj Alliaz and I was following with them from last +3 months. The first complaint I had raised on 12 Dec. 2019 and the issue get solved on today i.e. 11 Mar.2020. In this 3 months period Milind and his team contacted me only once to provide me update. No proactive response OR call back from the Bajaj Alliaz side if any customer raise query against them.
3. Every person in this 3 months period come back to me for few days and after a week/10 days he also not contactable to ask about the next further update on my problem. (I have mentioned each and every incident in my traiil mail).
4. As I have seen, there is 2 months time was taken for only warranty period change in my policy. No one is taking care/ownership for this issue. The service which I have received in this 2 months it was very pethatic.
5. I have spent my 1 month to followup with the Bajaj Allianz partner (who provide technician and warranty parts) and whirlpool technician. In this case, I am still not able to understand why the Whirlpool came in between for part replacement as my extended warranty still open with Bajaj Allianz.
6. The partner person (Mr. Kishor Dahitule) helped me to get this issue resolved but if I say about the overall service which provided by Bajaj Alliaz and the parter person is too much pethatic and I can not appriciate on same.
7. The partner person provided me solution but it was hectic and unmanaged for me. Still I have managed with providing my sympathy and trust on them and logged the case with Whirlpool as they suggested. As per discussion with Mr. Kishor Dahitule, customer should have to log the call with Whirpool and whatever the whirpool engineer provide the quote for part replacement they will pay. I agreed on their comment and I proceed for the same. Thanks to him for providing some alternate way otherwise this call may be still running with Bajaj Allianz without any resolution.
8. As I have found that, the technician who visited at my residence, he is not technically sounded. I have found that, he do not have much more technical knowledge on the equipment parts. When I found that, he was trying to making me fool that time I decided to contact some other technician (from whirlpool) who can provide me correct guidance. At that time, the Bajaj technician forced me to change the gear box and drum both. Whereas gear box is cover in under warranty and he is trying to collect money from the other part i.e. drum. When he bring the incorrect drum part which is not similar as the current drum available in machine at the same time I suspect that he is trying me making fool and collecting additional money from the drum part. I have tried to convey the partner person (Mr. Ranjit Singh) who deliver the technician and I said there is no need to change the drum. You can change the gear part which is under policy and he rejected for the same. He said, as per technician you have to change the drum first from the whirlpool (cause drum part not in under policy) and then will change the gear part. I am shocked at that time when I hear this comments. Further, I have highlighted this to Mr. Kishor he suggested for the better way to close this matter with logging the call with Whirlpool. Here, I will only say that, the Bajaj Allianz do not have trust on their customer even after smooth and clear communication.
Well, this is my last 3 month experience and explaination on the Bajaj Alliaz customer service. Overall, the experience was too bad, pethatic. I will never go for any Bajaj related products in future.
Matter is close now. You can resolve if any ticket or request open related to this.
Verified Support
Mar 12, 2020
Bajaj Allianz Customer Care's response Hi Roshan,
We're extremely sorry about this. Request you to give us some time to get this checked and we will call you back with an update soon. Appreciate your patience in the meantime.
Caringly Yours,
Bajaj Allianz General Insurance
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Awaiting your quick response.