[Resolved]  Electrolux — Poor Customer After Sales Service

This is to bring to your kind notice that I had bought a double door refrigerator of Electrolux (Model – ERP 245 FF Ozone, Serial No. – 60909630, PNC –[protected] from M/s Palak Enterprises, 19, Kalimati Road, Jamshedpur, Jharkhand on 17th April’06 for Rs 12, 500/- vide bill no. 3168.

The same was working fine but one sudden fine day the cooling of the refrigerator stopped and we contacted the local customer service at Ranchi M/s N K Electrical & Refrigeration, workshop of M/s Take Care (I) P Ltd, Near Main Road, Ranchi (Ph:[protected],[protected]as I has shifted to Ranchi from Jamshedpur) and they sent their technician on 22nd Jan’09 and confirmed that the compressor has developed a problem and since the same is under warranty, it will be replaced at no extra cost and we have to pay only a visit fee of Rs 250/-. We paid the amount of Rs 250/- and he assured that the compressor would be replaced within a week’s time.

From here the story begins. On a number of queries thereafter to N K Electrical & Refrigeration they kept the matter pending and made a number of false commitments:

v That the compressor had not arrived from the company and hence would require some more time,
v That the compressor has been dispatched from New Delhi and is in transit etc.

In March middle, again we made a query and to our surprise, we were informed that the compressor was absolutely fine, but the evaporator had developed a leakage and all together the cost of repairing will be around Rs 2400 (including replacement of some other parts).

We were left with no other option, but to proceed with the same, as we believed that our product was in right hands (authorized service station of the company).

Finally on 25th March’09 we visited the service station personally to take the delivery of the refrigerator and after waiting for almost an hour or so, we were told that they are in the process of checking the same and so they will deliver the same in the eveining.

We paid an amount of Rs 2000 (Bill no. 355 dt. 25/3/09 of M/s N K Electrical & Refrigeration for change of evaporator, filter drier, gas change and Fan motor) and left.
The refrigerator was delivered to us on 26th March’09 and when we used the same on 27th March’09, we found that the problem was not solved at all and the refrigerator still did not do any cooling.

We again contacted the service station and again the people came and took the refrigerator for repairing on 28th March’09.

We are still waiting for a solution and are feeling cheated by the company / their authorized service center representatives because:

v On first instance they told us that the refrigerator will be repaired at no extra cost
v There was only a compressor fault and that to was under warranty
v We waited for almost one and a half months
v They changed their position and told that compressor is fine but other parts are defective and we will have to pay Rs 2400 extra
v We again waited and even after payment of Rs 2000 for parts, no improvement in the product functioning was there

We totally feel that the service center person has shattered all our trust and faith and our expenditure of Rs 2250 (Rs 2000 + Rs 250) has entirely went in drain. We even doubt that whether the service station person has actually changed any parts or has just made money out o[censored]s.

This was a very bad experience to us and as such we will never promote anyone to buy electrolux products.

We feel that the company should look into the matter and provide us a solution as soon as possible and if the service center has charged us wrongly then a refund should b made to us.

Looking forward towards a prompt reply.



ALOKE PODDAR
RANCHI