Panasonic — Manufacturing defect product with equally poor customer service

Address:

New Delhi, Delhi

This is regarding a refrigerator ( Panasonic Ref 190L- M.No. A190R) which I bought on 5th of September'13 from Electronic Plaza (Kalkaji). Within the first year of the manufacturing warranty ( around August'14 to be very precise ), the lower door nob broke down(the nob which holds the fridge door to the main body) to which I contacted the customer care and requested someone to assist me in getting it replaced. However, some person from the authorised service center came to our place for the repair instead of replacement with a charge for the same to which I contacted the customer care again and informed clearly that I wont be paying as its within the warranty. As a result it was repaired without any charge for which I appreciate the brand. It came as a shock for me when the same issue occurred this year as well ( Aug'15 ). I contacted the customer care on 2nd of Sept'15 and a couple of dynamic female members of the team Priyanka, Aastha and Bhavisha ( floor supervisors ) attended my issue but without any resolution. I was promised a couple of call backs which did not happen. The same verbatim was being repeated again and again. I am so disappointed with the non professional way this was handled. Since yesterday I am getting harrassing calls from the authorised service center that I need to send them pictures of the fridge and need to pay them Rs. 2300 as the repairing cost. I am being told that I should'nt have put heavy stuff in the door but my question to the brand is is there any huge space that I can keep in the door. I guess we can only keep the basic water bottles and if I am not suppose to keep them as well, the brand should have clearly mentioned in its manual. My only concern is if the same issue has occurred twice within the two year span, its definitely a manufacturing defect. Ideally the product should be replaced but if not need to be repaired. I am not ready to pay anything for the repairing as its a clear poor quality product which has been sold to a customer for which I guess a quality check was not done. I being from the same industry being working for customer relations and e-commerce for more than 9 years and with reputed brands. I do have a much better understanding of products and how it works. I just want my refrigerator to be repaired without any extra charges being borne by me which will fix and close this issue. Sometimes its necessary for a brand to go out of their way, out of their policies to resolve a customer query rather being adamant which I strongly feel for Panasonic. Let me know how to take this forward as I am feel I should not have opted for Panasonic and was a big blunder to opt for this brand as its just a growing pain. Please help! Thanks!