Godrej Appliances — Washing machine complaint booked but problem not solved

Address:

vikroli, mumbai

Sir,

On 14th January 2021 were facing the problem of our fully automatic Godrej Washing machine (Model Description: WT EON 650 PFH ROYAL GREY) not properly discharging/ draining out the water from the drum and also unusually loud noise which it generated while it was functioning.

We booked a complaint on 19th January 2021 and your mechanic/technician reached our house on 20th January 2021. He took the analysis of the problem and told us to change some parts in it due to the drainage issues which we were facing. But on that same day/next day we got a message from you call centre stating the message “Your complaint is closed because you are not ready to pay the service charge”. After an enquiry I came to know that some parts are plastic made (this was a plastic part consisting of the hinge of the washing machine door) so I have to pay the charges. Without even informing us once via call, the service centre sent us the above-mentioned message.

Again, immediately I booked another complaint & then the next day itself your technician came i.e. Second visit, where he did open the back side of the machine, and he noticed the drum was in very bad condition, as it had a cavity on the inner plastic drum due to its friction with the metallic part of the washing machine as it was out of its required alignment. So, he took a photo of it and he went, during this second visit I told him it is not our fault, but some manufacturing defect has impaired its working. Because from 2003 onwards I am using the washing machine products by Godrej (the previous model from 2003 to 2015 & the present model which we brought on 8th September 2015). In the previous models, we did not face any major issue in its initial year o[censored]sages, except when it was nearing the end of durability cycle. The current model which we were using, gives me a lot of problems, also the washing cycle is not even executed properly.

After the second visit, we again received another message saying your complaint is closed; even after we did contact the representative of the service and talked about the problem which we were facing, hearing upon which he said that he will solve our problems immediately. But unfortunately, till today no response or any initiation as come from your side to solve our crisis.

For Your kind Information, during 29th September 2020, we were facing the same above-mentioned issue of the washing machine not discharging the water and not working, upon which we registered a complaint to your service on 30th September 2020 and your technician came to our house on 1st October 2020. During the time, he said that the washing machine was not discharging the water due to the damaged {WASHER}, which he did change, but after this the washing machine used to function very loudly and this was a problem which we did not face before. Maybe, while changing the damaged washer, the inner drum was moved from its required alignment, (as he did move the drum here and there while changing the WASHER).
Also please remember that our machine is under AMC (Annual Maintenance Contract) which is valid till the date of 8th September 2022 (Contract No.: [protected]).

So kindly do the needful at the earliest and also please inform us the further procedure for repairing the washing machines, while remembering your duty to us ‘loyal’ customers and our dignity as customers.

P.S: -
• registered mobile no:[protected]
• Address: G-3/9, Jal Padma Society Bangur Nagar, Goregaon West, Mumbai 400104.

Varghese Cherian