[Resolved]  Godrej Refrigerator — Pathetic customer service

Address:

Munger, Bihar

Hi
Last year(07/01/2009) i bought a refrigerator(Eon GFE 28 Serial No. 2C5C11 [protected]) for Rs.16245/-and a washing machine (GWF 620 DAC Serial No.[protected]DIGMR) for Rs.13890/- from Monghyr Musical Stores, Bekapur, Munger, Bihar (ph no.[protected] a authorised dealer of Godrej in Munger,Bihar in the name of my father Mr. S Z Hoda (bills no.961 & 962).It has been a pathetic experience since then.Firstly,after lots of pleading & requests the non-functional washing machine was replaced.Secondly,within 4mths the refrigerator developed major problems in the cooling unit and after much efforts the complaint was attended by a rude engg. who did some patchwork repair on it. Seems it was a defective product from start.
Recently (04/09/2010) the refrigerator again stopped functioning.For 1week we kept running to the dealer and registered a complaint with the service centre(service call no.878465).When the service engg. turned up he told that the coolant gas has leaked which needs refilling. He charged Rs.350/- for the visit.Then he has disappeared for 4 days and we were told by the service center that the engg. had some personal problems so only when he returns our problem would be attended. The dealer even rudely gave us the number of Mr.Debashish Das([protected]) who apparently is incharge of customer care for Bihar.That number also was switched off for next 3 days. Finally after 2 weeks of efforts the engg. was back and we were told the cooling unit needed replacement which would take over 15 days more and besides the bill that also went up to over Rs.3000/- while the earlier estimate was Rs.750/-.We are still waiting for it to be replaced.

My parents are senior citizens (father is 75 yr old)and there is no other person over there to follow up for all these complaints.The authorised dealer is 1.5km form our house and insists that my father should come in person to his shop to register the complaint. They do not register it over phone and my parents are not that computer savvy to register the complaint online.The authorised dealer is very rude and has simply told us he is not responsible for any after-sales service and we should contact Godrej directly (Mr. Ibrar [protected]) for it.This is really too much for an elderly couple to cope with. I am living in Mumbai and cannot follow it up from here. Kindly do the needful and take up the case with the company.

Regards
Shariq Hoda
[protected]
[protected]@rediffmail.com