[Resolved] Godrej Appliances — dishonoring the service contract

advaitingole

from Mumbai, Maharashtra

Address:

Mumbai City, Maharashtra, 400066

I owe godrej rt eon 331pd 4.3 silver atom refrigerator and i have 4 years extended service warranty for the same.
This refrigerator is having the problem of excessive sweating right from the beginning. Because of this issue all the stored items are getting perished rapidly. I have registered multiple complaints regarding the same. Different technicians tried different things to fix the issue like changing the rubber casket, changing the sensor position, changing the vegetable container etc. One technician even advised to keep refrigerator switched off at least for 2 hours every week. But nothing worked.

It's been 3 years now that all the company technicians have experimented with the refrigerator and failed miserably. After raising the issue to the higher authorities i was advised that the observation of sweating during monsoons is a naturally occurring phenomenon and to wait till monsoon is over. And if the issue persists post monsoon to contact them. When i contacted mr. Saquib (Head, service dept, mumbai) he admitted his team's inability to fix the problem. As warranty is still in force, i had requested for full refund for the refrigerator or replacement of the same. But mr. Saquib patwekar refused both refund/replacement requests.
If the refrigerator is in warranty period, and the service team is not able to fix the ongoing issue and at the same time denying refund or replacement, doesn't it amount to dishonoring the service contract?
I hereby, request full refund/replacement of the faulty refrigerator at the earliest.
Advait ingole
Mob. No. [protected]/[protected]
[protected]@gmail.com

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Mar 3, 2020

Complaint marked as Resolved

Thanks. Only after registering the complaint here I have received appropriate response from the service department of Godrej Appliances. A visit by quality control team from Pune was arranged. Although it took 4 weeks for the team to make the visit, the visiting officer made certain observations and recorded the temperature in different sections of the refrigerator. It was found that the temperature in upper section ( below freezer) was 2*C and that in the lower section ( vegetable container) was 10*C because of the air flow inside the fridge was not right. This might have happened due to previous modifications done by the technicians. After this the vegetable container was changed and some minor modifications were done. The excessive humidity inside the refrigerator was because of the wide temperature difference in different sections of the fridge and improper circulation of the cooler air inside the fridge. After these modifications the issue seems to be resolved for now.

Godrej Appliances customer support has been notified about the posted complaint.

Nov 23, 2019

Updated by advaitingole Despite of calling Mr. Sidhant Routray( Senior Manager-Service) on the number provided below he conveniently chose not to answer any of my calls. Also he has never reverted back to the emails sent to him.