On 09 Apr 18 i registered a complaint for my 15 ltr Elena digital ELD-WHT-V015 water heater bought in Hyderabad on 02 Sep 17 with customer care. The complaint No was 00305651. A service engineer Hemant from your Hyderabad visited within 48 hrs and declared that the power card had to be replaced. Few days later he came with a power card but it was not working. He then took both the original and replacement cards that were not working and said he will report to the Service centre.
Since the last 45 days i have been speaking repeatedly wit Mr VInod/ Mr Narender of your Hyderabad Service centre but they keep telling me that card is yet to come from Gurgaon and that they will revert to me with the spare situation within a few hrs. They have never got back and very time i call up i get the same answer.
I have also called the toll free customer care number on two occasions before today and they assured me that the matter has been escalated. they also made me speak to the HyD Branch who assured work would be completed shortly.
Today when i spoke to the toll free customer care number they informed me that the complaint has been closed as the job has been completed and that they would register a fresh complaint and they registered a fresh complaint No 00457450 dated 28 May 18. I requested to speak to the supervisor as the original defect had not been rectified and check how the complaint was closed. I was then connected to a Mr Ashish of the activation dept who said both complaints are active. He then connected me to Mr Narender in Hyderabad who assured me that the job will be completed within 72 hrs. I do not believe him as the same assurance he has been giving for the last 45 days
I am very upset that i had to wait for over 45 days to get the defect rectified. There is still no clarity of when the job will be completed. please tell me:-
(a) how long does it take to send a power card to hyderabad. How many power cards have been sent against my complaint? on two occasions Mr narender tells me power card has come but it is defective therefore he is asking for fresh one. Is he selling them elsewhere? his service is suspect
(b) How long do i have to wait for my defect to be rectified? Is this what your company’s customer support is all about?
(c) Whom do I escalate the matter to if the geyser is not repaired within 72 hrs as assured by Mr Narender? In this context i would like to talk/communicate with someone responsible as the next step, unfortunately left for me, is to raise the issue to the Consumer Court. Was this information helpful? | 
