[Resolved]  IFB — Washing machine repair - Customer id 4005008

Address:

Chennai, Tamil Nadu

Hi - 1 Mail Our registered mobile no. is [protected]. Our machine is covered under AMC. While entering into AMC, which was done by your engineer, Mr.Pandi(Mob.[protected]), we were told to contact him in case of any repair. But when we contacted him last week, he said that he’ll be coming the same day and dragged to 3 days. We were contacting him from 24th January, but on 28th January he said that he can’t do anything and to contact regular customer care. Again on 28th January we contacted Customer care and registered complaint, Ticket no.[protected]. I would have called minimum 5 to 6 times a day, where I got responses that it will be attended the same day. But till now no one has shown any interest to attend the repair. On 30th January, I again called the customer care where I got the local engineer no.[protected], who in turn said that he’ll come within the same day, but till now no one cared to attend and when we call Pandi and Anandan they don’t pick up the calls I don’t know how else I can escalate to get things done for a simple washing machine repair. Is this a response expected from a renowned Home appliances company? I don’t know what to say. And the way the call center people and engineers react is ridiculous. Still I don’t have any hope that my when my machine will be repaired in near future. By an unfortunate customer Hi - 2nd mail Based on above mail, we had an engineer to attend our fault on 31st January after many escalations. He knows that our machine is under warranty and asked whether he can bring the hose pipe from office. It is also recorded that our motor is not working. He replaced the motor, but he said that he forgot to bring the hose pipe and that would cost around Rs.550 and that too, he can come only after 2 days. When we asked, knowing that he has to bring the hose pipe, why he didnt bring the same, he started abusing us in local language. He also persuaded us to buy some water softener and machine cleaner. We were astonished to see a customer service engineer, from a respected organisation, behaving like this. His name is Mr.Suresh and is from Ve care services. If you can read through the above mail, you can understand that how many times I have called your engineer, Mr.Pandi last week, and regular customer care. I would have called nearly 50 times just to get my machine repair !!! We are not given any mode of communication, viz.mail, telephone or mobile, of any higher officials in case we need to escalate about the services of the engineers. Hence, these personnel take extreme advantage. Please take necessary steps to solve this issue and let us know your higher authorities' contact details in case we want to escalate.