Problem in a nutshell: The small freezer door inside the refrigerator was damaged when one of the two parts/connectors that attach the freezer door to the main structure broke off.
But the technician made it worse.
To resolve the issue, I contacted your customer care helpline. Within 24 hours, on 07th June 2026, I received a call from phone number [protected], and I was informed that a service technician named Mr. Sanjib Sarkar (Mobile: [protected]) had been assigned to address my complaint. Mr. Sanjib Sarkar called me on 07th June 2026 at night to know the location, then and there I shared the details of my refrigerator to him.
On 08th June 2026 Mr. Sanjib Sarkar visited my residence at approximately 10:15 AM. Since he was introduced as an authorized representative of your company, my wife trusted him completely and handed over the freezer door to him with the expectation that he would provide the best possible solution to our problem.
However, the events that followed were highly disappointing and unacceptable.
Mr. Sarkar assured us that he would arrange a replacement freezer door of the same size directly from the company's warehouse within 30 minutes and therefore took away our existing freezer door. After nearly three hours, when we tried to contact him, he did not answer our calls. Later in the evening, when he finally responded, he informed us that the exact freezer door was out of stock and that it would take two to three days to procure the part.
We patiently waited for four days. However, despite repeated follow-up calls, Mr. Sarkar either ignored our calls or repeatedly gave the same explanation that the freezer door was unavailable in stock. Eventually, instead of resolving the issue, he started insisting to replace the entire freezer unit of the refrigerator.
As we were not convinced by his proposal, we requested him to return our original freezer door. Initially Mr. Sarkar refused to return the door and asked me to collect the door from his house situated at Naihati but after a repeated requests, shockingly, after approximately 09 days, he returned the freezer door to us in a completely broken condition on 16th June 2026 at 01: 12 PM.
When we handed over the freezer door to Mr. Sarkar, it was only slightly broken only in one connector portion and repairing the connector with fevikwik seemed possible. However, when Mr. Sarkar returned the freezer door to us; the freezer door had become completely broken on one side and door was scratched, overall it was in a much worse condition than before.
To make matters worse, despite damaging our freezer door, Mr. Sarkar demanded Rs. 350/- towards transportation charges. When I refused to pay for a service that had only worsened the problem, he behaved rudely, misbehaved and abused me over the phone.
Such conduct from an authorized representative of a reputed company like Lloyd is extremely unfortunate and unacceptable.
Further, I would like to point out that the refrigerator is only about four years old. If spare parts for a product of such recent manufacture are unavailable in the company's warehouse, it raises serious concerns regarding your after-sales service and spare parts support.
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