[Resolved] Reliance Digital — Extremely Poor Service - Haier Refrigerator
I bought Haier Refrigerator HRB271/306/331 and a Washing machine HBF 655 Tnfrom Reliance Digital Retail Ltd, (Plot No.1/2/3/4, 8-2-684/2/A, Banjara Hills, Road No.12, Hyderabad-34) on 08 Jun 2008. ORDER NO.[protected] for Rs.13990/- and ORDER no.[protected] for Rs.19290/-.
On 15 May, all of a sudden cooling stopped in the refrigerator. I called the Haier Service centre number to log in the complaint. For some reason phone[protected]was not answered at all in the first place, after trying for more than 15 times. Then I called on[protected] and was informed that they only accept complaints for North India and for South India I need to try the 1860 .. number only but when i explained to the staff that there is no response, she was kind enough to take down my complaint and said that someone will be getting in touch with me the same day itself. I kept waiting that whole day but no one turned up. Then I found out the Reliance Digital's service number[protected] and tried this number for almost 10 times. I logged in my complaint with them too and they sent someone the next day, thats almost 72 hrs after the refrigetor stopped working, everything in it (vegetables, milk, all the other food stuff ) got spoilt and I had just dispose them off. By the time the technican came in for some reason unknown the cooling started, he came and checked and said there was some problem with the timer and said he had rectified it and placed the refrigerator under "Observation" and told me very clearly that if it doesnt work again, I need log in a complaint and it will be rectified the same day itself. It worked only for next 4 days and again the cooling stopped on 21 May. I logged in the complaint again with Reliance Service people on 22 May, went personally to their office and explained them that the unit was under "Observation " and it was not a fresh complaint, I kept on following up the whole day, each time I called the service desk, they just kept telling me that someone will come the same day for sure but no one turned up untill 23 May 1745 Hrs..
When the technican came and checked the unit, he said that some "assembly kit" had to be replaced and they need to get it from the store and he will try and replace it on the next day (24 May) but as usual I kept on following up with them, there was no response from them and he just said that "today is sunday, I cannot come", ultimately he got the part on 25 May 1600 hrs and fixed it. On 03 Jun at 2145 hrs I got a call from Mr Kumar saying that he is calling from Haier service centre to check if the refrigerator was working or not and in future to call him, if there is any issue.
To my surprise, the cooling again stopped since 05 Jun and I called Mr Kumar today and he told me to log in the call with the call centre. I called and I am very sorry to say that the response from the staff at the call centre is extremely poor, I told the staff very clearly to route the complaint to Universal Electronics which covers the service for the area which I reside. They confirmed that the complaint has been registered and someone will come today itself, I called back Mr Kumar again on[protected] giving him my complaint id number [protected], which he said has been routed to a dealer which does not cover this area.. I called the call centre again and told them the issue and got a fresh complaint number [protected]. I gave my cell phone number[protected] to register the complaint. Mr Kumar told me that he will send some one today positively but as usual no one turned up. That means no one will turn up till 08 Jun.
Its almost 4 weeks that my house is without a refrigerator and you can imagine the amount of wastage that has resulted due to this in this peak summer month.
I am astonished to see a brand like Haier has this poor durability of its parts and to top it all extremely poor service both from the company and one of its top dealer like Reliance Digital. I am convinced now that in future I will never buy anything from Reliance and of Haier. Please convince me why would one even think of doing so after going through all the above.
I am looking forward to hear a reply for this poor service from both the esteemed companies
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Aug 14, 2020Complaint marked as Resolved