Electrolux India — washing machine/regarding the misbehaviour from the staff

Address:

Kolkata, West Bengal, 700046

We had bought a washing machine from electrolux on 20/09/2017. The drum of the washing machine was not working after around 4-5 months from the purchase. For this problem, we had lodged a complaint with the customer care on 2/4/2018 with complaint no kol[protected]. After that a company guy came after 3 days and he told us that the drum needs to be replaced. And he had verbally confirmed that the drum will be replaced in one week. After that we kept calling the authorised service centre (Shreesh touch) as well as the customer care again and again. But they didn't give any response. Only thing they did was delaying the service for about 2 months. When he asked them so as to why it's taking so much time for the drum to be replaced, the authorised service centre guys started misbehaving with us. They didn't respond to any of our queries. Mr gopal supposedly the regional manager just tried to delay things and was very rude over the phone. Also when we called on the service centre no. The ladies who picked up the phone there i. E sampa dey and swati couldn't respond to the queries. Whenever we asked them when is the machine is going to be taken up for service we got really unprofessional responses from them. Don't know why a multinational company like electrolux wants to hire such staff and degrade the name of their companybu authorising such service centres. It was almost 2 months since we had lodged the complaint. Till then what we had got in return was just fake promises and rude behaviour. Finally when they picked up the washing machine from our house on 6/6/2018they had said that they will deliver the machine in around on 13/06/2018 i. E. Today. We are a working couple so we need to stay at home and take leave from our work if someone is coming to deliver the washing machine. My wife had taken leave from her work today as the washing machine was supposed to be delivered today. And when the machine was not delivered till afternoon, my wife called the service centre so as to ask when that machine is going to be delivered. To my sheer surprise they said it can't be delivered today and it will take some more time. And when my wife tried to point out that you could have informed us if you were not going to deliver the product today since my wife had taken leave for today the employee at the service centre ms sampa datta started insulting my wife and stared using despicable words over phone for my wife which i could not even discuss in this complaint so as to just maintain the sanity of the forum. I fail to understand why does a company like electrolux hires such people in their company who just want to insult their customers and providing no incremental benefit to the company. This could happen to anyone. I mean we buy some gadget or anything just to ease our work not make our life miserable. I really want that some strict action must be taken against these electrolux employees so that no one should face the harassment that we have faced in the last 2 months. I request the concerned authority to take a stern action against such instances. It's not even about taking back the machine. But the manner in which the staff talks to the customer should be taken care of. I hope my plight doesn't fall on deaf ears. I am attaching the complaint letter mentioning the date on which complaint was lodged