Gem Empire Home Appliances Complaints & Reviews

Complaint number: e022947 (this is the complaint number with gem empire home appliances)

I am hereby quoting the same mail that was being sent to the gem empire home appliances this morning. it carries all the details.

- i had made a purchase of gem refrigerator[model dc180] via flipkart on 30/09/2015.

- from the very starting overall cooling of the fridge was less and i started noticing water inside the fridge compartment.

- after using it for 1 month the issue still persisted so i had lodged a complain with gem customer care and immediately i was contacted by a technician from jeeves.
I was told that this is common for this kind of refrigerator as the climate in this place is humid and to keep using defrost weekly once. his suggestion was completely out of my understanding and absurd as well.

- i used it for some more months [say 3 or 4 months] but due to the water leakage all the food and groceries kept inside were getting degraded. so again i had raised a complain with gem and the same technician from jeeves visited my place and the response was same that it is normal. even though i showed him the severity of this water leakage i received the same response from this technician stating that this was normal. the same was also mentioned in the customer feedback and i was assured that some action would be taken but there was no further response from your end.

- the complain was made for the third time as the fridge issue was worsening. this time a new technician visited and i was said that it might be a gasket problem. so the technician did reset the gasket and told me to raise a new complaint to replace the gasket in case this issue is not solved. at east this person gave me some solution

- as the issue was obviously still persisted so within a week i raised a complain for the 4th time to change my gasket. this time the same technician contacted me and informed me that it is going to take time to get the new gasket.
After 10 days the technician visited my place with new gasket and after trying to fit the gasket for half n hour i was told that the door is damaged and the door needs to be replaced.

Following this, it has now been around 3 months and every few days i need to follow up with these guys and every time have to explain the details regarding my issue.

The person who receives my call always has the same answer that we are still arranging or we are still looking into it.

They have twice told me that there was no complaint ever filed from my side.

This refrigerator is under warranty till the month of september 2016 and is in unusable condition as i cannot store my food articles in it. it is highly inconvenient for me to maintain a livelihood like this.

Please help me out here.

Their customer service number:[protected]
I am hereby attaching the mail that i had sent to their service centre.

Hi,
I am writing this mail so that my issue can be escalated further as after multiple complaints and calls the response from you guys have been pathetic. gem has the most miserable customer care and you guys have successfully provided the worst customer service experience i have had till date.
Now it seems there is no other way apart from lodging a consumer complaint for the same as you have turned deaf ear on my issue.

First of all let me give you a brief background on my issue as even though this has been explained to you multiple times during every call but it seems that you are either unable to understand my issue or help me with this.

- i had made a purchase of gem refrigerator[model dc180] via flipkart on 30/09/2015.

- from the very starting overall cooling of the fridge was less and i started noticing water inside the fridge compartment.

- after using it for 1 month the issue still persisted so i had lodged a complain with gem customer care and immediately i was contacted by a technician from jeeves.
I was told that this is common for this kind of refrigerator as the climate in this place is humid and to keep using defrost weekly once. his suggestion was completely out of my understanding and absurd as well.

- i used it for some more months [say 3 or 4 months] but due to the water leakage all the food and groceries kept inside were getting damaged. so again i had raised a complain with you[gem] and the same technician from jeeves visited my place and the response was same that it is normal. even though i showed him the severity of this water leakage i received the same response from this technician stating that this was normal. the same was also mentioned in the customer feedback and i was assured that some action would be taken but there was no further response from your end.

- the complain was made for the third time as the fridge issue was worsening. this time a new technician visited and i was said that it might be a gasket problem. so the technician did reset the gasket and told me to raise a new complain to replace the gasket in case this issue is not solved. at least this person gave me some solution

- as the issue was obviously was going to solve without doing anything so within a week i raised a complain for the 4th time to change my gasket. this time the same technician contacted me and informed me that it is going to take time to get the new gasket.
After 10 days the technician visited my place with new gasket and after trying to fit the gasket for half n hour i was told that the door is damaged and it needs to be replaced.

Following this it has now been around 3 months and every few days i need to follow up with you guys and every time have to explain the details regarding my issue.
Is it the kind of service you are expecting to provide to customers?
The person who receives my call always has the same answer that we are still arranging or we are still looking into it.
I definitely will make sure that the same review regarding the fridge and gem customer service is given on flipkart, amazon, etc.


Br vishal

I have bought a GEM washing machine online through Flipkart on September 7, 2015. It is still under warranty. I have placed a complaint to the company email id provided online on January 3, 2016. One technician came after almost 1.5 weeks to inspect the machine. He said washer needs to be replaced and he has placed order for part and will replace within 2 days. I kept on calling the technician repeatedly to no avail after that. I again called up helpline repeatedly after which they sent another technician after 5 days. I had instructed to send the technician with washer spare part but instead they sent him with timer spare part. The technician did not even have sound knowledge about the washing machine. He talked to his office and said he or someone else will come next day with washer spare part and to confirm the time on phone. Since, he is not picking his calls and company helpline call is not going through mostly. If it gets through they are putting me on hold infinitely.