Haier — Machine shakes wildly - stabilizer not working

Haier Fully Automatic Washing Machine - Model No. 55-10H, Sr No. B79L0120 purchased from M/s New Berco Electronics in Dwarka, New Delhi vide Inv. No. 2612/SOM dated 26 / 05 / 2008.

The machine was faulty and did not start even once.and complaint No. [protected] was registered. The faulty machine was replaced by the company on 31/05/2008 vide challan No. 53197 dated 31/05/2008 with machine Sr. No. 0093.

All of a sudden on 20/06/2009 after 1 year of normal working, the machine started vibrating a lot and spinning became very difficult as the machine kept resetting the counter due to jerks.
Complaint No. [protected] dated 20/06/2009 was registered, some technician attended and said the machine was O.K. But the problem continued.

Next complaint No. [protected] for the same problem was made on 27/07/2009, this time the technician who attended acknowledged the problem but said that the pulsator needed to be changed and we will have to pay Rs. 900/- for the same.

Though the part needed to be replaced under warranty we were forced to pay Rs.900/- vide Job sheet No. 172049 dated 10/08/2009, reciept No. 129 dated 10/08/2009. Not only that, the machine was not fully stabilized as before and the technician said he will send somebody senior.

Even today the company technicians confirm that payment was not required for the pulsator as it was covered under warranty but were forced to pay as the customer care person refused to entertain us otherwise.

This time the technician who attended informed us that a gear component was causing the problem and replaced the same whith out cost. He also informed us that the pulsator change was not for repair but it had been broken by the previous technicians while checking for the fault as the pulsator was not dismantled and pulled out properly.

After this the machine started leaking water and next complaint No. [protected] dated 12/09/2009 for the new problem. The person who attended said that the steel drum and the whole machine would have to be changed but dispite repeated complaints and numerous visits by a No. of technicians nothing was done / replaced / repaired. All of them assured us that the part would be replaced the next day but nobody would turn up. after another phone to the customer care in 2-3 days another person would come and assure us in the same manner. This continued and even another complaint No. DFL[protected] dated 16/02/2010 was issued but the problem was not solved.

The customer complaint people have got tired o[censored]s and have started giving us the phone Nos. of the technicians directly. The technicians too are habitual of getting repeated complaints as after the first time they do not recieve the call and avoid talking.

I am trying this complaint as a last resort and will file a case in the consumer court. I fail to understand as to how a company can hope to do good business when it does not have a working mechanism to repair its defective machines.