Croma — Recurring problem of continuous water drain from Croma Washing Machine

Address:

Croma Stores, North Usman Road, T Nagar

I bought this machine on 10 Jun 2019 with a two years extended warranty. Machine has warranty till 10 Jun 2022. Invoice Number SLA[protected] dated 10 June 2019.

The problem of the water draining started in mid June 2021. I called up a number listed as authorised Croma Service that time and promptly a technician came and attended. He suggested a change of Drain Motor on payment. I did not remember about the extended warranty and paid for the part. After changing the motor, machine became alright.

In early July, the problem recurred and I called the technicians number. He listened to the complaint, but never turned up as promised nor pick up calls after that.

I had to get the machine going; so I called a service agency named Urban Company. They also came and tried their hand three times when the problem recurred. They recommended that I get back to Croma. I called up another agency claiming to be Croma service partners. Two technicians came promptly and said that the Drain motor is the culprit and changed it on payment. This time with a bill.

On 05 Sep, the problem again recurred. This time I went to the T Nagar store and registered a formal complaint, understood to be the first such complaint to be registered through them. On 09 Sep a technician came and did something and machine started working fine.

On 19 Sep the problem recurred. This time I myself did the fingering that was done by most of the technicians who came and the machine started working. I still walked into the Croma T Nagar Store and raised another complaint.

Today, 21 Sep, a technician walked in and very disinterstedly had a cursory glance at the machine and suggested changing of drain motor again. Since the machine was working alright, he said call him when the problem again recurs.

Beyond this, I spoke to the Service Manager stationed at the Croma T Nagar Store on mobile number [protected]. His answers were not satisfactory. I spoke the V5 Enterprises Chennai Service Manager, Mr Prakash on Mobile No [protected] and Mr Hema Kumar, Croma Chennai Service Manager on Mobile [protected]. Although the last two people have promised to resolve the problem by 22 Sep, I have lost faith in their system of after sales service and do not expect much from them.

I request your organisation to get M/s Croma to get my machine working properly for prolonged periods rather than for a few days as of now. If they are not able to find the actual fault, please get them to replace the machine under extended warranty clause.