Godrej Appliances Division — Non-existent Customer Service

Address:

Mumbai City, Maharashtra

It is to my utmost despair and disbelief that a brand name as renowned and respected as Godrej has shown us, a customer family, such absolute disregard. In recent years, I have encountered many instances of brands, shop keepers, vendors, etc. relieve themselves of any notion of a responsibility with the customer, the moment he/she has signed on the dotted line. With companies such as Godrej, one just expects better, more - but the disillusion I have undergone has held me in good stead and strengthened me in my resolve to never to be a Godrej customer again. The Godrej washing machine which we bought less than 2 years ago has been errant in functioning and has often given us trouble. we have called the call centre and 2 before in the last 18 months have had 2 calls logged and repaired with an acceptable response time. However the problem has persisted. Withe the thris recurrence of the problem and a complaint being registered, the engineer visited our house in 3 days time. I explained the malfunction to him and he suggested that we replace one of the major parts of the machine to which I told him the other part of the problem. To which he responded saying 'You just told me some other problem'. I said 'Yes. This second is also a problem with it and both these problems have been consistently present since the last repair.' He responds (in Hindi of course) to somewhat this effect 'You can't keep changing your problem statement'. I asked him what he meant by that and that it was my duty to tell him all the issues I was facing with the machine so he could best give us a solution. To which he responds 'You are the customer. I don't have a choice but to tell you you are right. And he left with a promise to replace the part within 3 working days. I requested him to confirm with his office/superior/warehouse and he did and reconfirmed that in 3 days he would replace the part and then he would look into the other issue. This happened somtime in the month of July in the first week. We are today on the 9th of August. There has been no response from the company / from the engineer.

We have called a local electrician / engineer who has made the machine work (though it's not in the best condition anymore as too many people have touched it.

We have spent close to Rs. 5,000 in the last 5 repiars and I am wondering if it makes sense for us to continue using a product for which the maintenance cost is almost 45% of its original cost in less than 2 years of purchase.

I am sadly disillusioned and angry with a brand that did not care to fulfill its promise!