[Resolved]  Godrej Microwave Oven — Complain regarding defective product and incompetent servicing of Microwave Oven GMC25E09 MRHM

Address:

South 24 Parganas, West Bengal

I bought a Microwave oven GMC25E09 MRHM (Installation Type: N006ED11) on 23/11/2008.

In August 2010, there was a problem in the Microwave oven for which I lodged a service request with Godrej Smartcare in Kolkata (service request# 337058). The technician visited and diagnosed with a fault in the PCB. I paid Rs 350 as the onsite service charges. After 2 months of wait, on 3rd December, the PCB was "repaired" and I was asked to pay Rs 1225 additionally. I was told that there will be a 1 month warranty for the rectified PCB.

But the PCB did not work for even for 2 days and the microwave oven started showing the same problems within 2 days. I lodged another service request on Dec 05, 2010 (service request# 383985).

In spite of repeated reminders about replacing the defective microwave panel, and false promises from the Godrej Smartcare center that it will be replaced, the fact remains that my microwave oven is still not working.

The microwave panel has been with the technician for more than a month. Once I received a call from helpdesk that the new panel has arrived and it will be fitted to my microwave oven.However, the next day the technician came with the same old defective panel and tried to pass it on but I refused to allow it to be fitted back to the oven as it is of no use.

I have called Mr Ritambar from the Smartcare center (Ph: [protected]) around 12th January 2011, when he said the new panel will be sent by 14th January, 2011. 2 weeks have passed I have never heard from anyone on this matter now.

I bought the microwave over for Rs 7500. Already paid more than Rs 1500 as service charges for this service call but the defect has not been rectified. I am planning to take legal action now as inspite of making full payment for this service call, the faulty part has not been replaced/rectified. I am not sure why false statements were made by the call center executive who called me and told that new panel has arrived and it is being sent ot my home.

The microwave oven is lying defective and idle and unutilized for the last 5 months and no action has been taken to replace the defective panel by the company.

I am now helpless. I have got couple of calls in the last 1 month mentioning that "the new panel will arrive next week" OR "the panel has arrived but not matching the microwave oven". This is a good way of buying time but as a big brand of India, Godrej should aim to manufacture or market more reliable products. I have now started to share my experience with Godrej microwave oven with the world and hopefully they will be more responsible in selling or servicing products in the future.