GNF — Defect in after sales service/repair

Address: South Delhi, Delhi

COMPLAINT SUBJECT: - DEFECT IN AFTER SALES SERVICE/ REPAIRS
Product- GNF
Model – FF 350
Serial No. – JE 472506
DOP – 05/06/2005

1. We had purchased 350 Lit Refrigerator of your Company. It gave us good service till 2011. But in Sep 2011, it became defective and it’s COMPRESSOR system was replaced Vide Job Sheet No. 17173 Dated 25/09/2011, by Magic Technologies,Whirlpool Authorised Service Center, at DWARKA New Delhi. A sum of Rs. 5500/- was Paid towards the cost of repairs.

2. The defect was not fully rectified, but the service engineer assured us that the noise will vanish after some time, as soon as the new compressor is set.
We again raised a Service Request No. 2387 Dated 02/05/2012 with your service
center. The service engineer visited and informed us that the COMPRESSOR 75 HLC & carry relay, DCP were doubtful and needs to be replaced. After lot of hassles, telephonic conversations, the Compressor 1358 was replaced on 06/06/2012. A sum of Rs. 2150/- was paid towards the repair cost.

3. A service Request No. [protected] dated 09/12/2012 was registered with your service center. The service engineer, Mr Ranjeet Kauhik, who visited on 10/12/2012 and informed us that under-mentioned defects needs to be repaired :-
(a) Compressor is defective.
(b) The rubber lining of top section needs to be replaced.
We agreed with the second defect. But, for the replacement of the Compressor,
we were totally surprised. We showed him all the service invoices and asked him, how Compressor machine can get defective within 05 months, for which he had no answer.

4. He spoke to his superiors, who informed us that they will discuss the case with the Whirlpool authorities and will communicate us the decision.
But to our utter surprise we received a SMS on 12/12/2012, informing that the
call has been closed as the ‘customer refused to pay’. This is not true.
We again raised a Service request No. [protected] dated 13/12/2012. This service call was allocated to Mr Sanjeev Kr Srivastav. But again we got a SMS that the service request has been closed as the Customer Refused to pay. This time it was more surprising, as the service engineer never visited and gave false report.

5. This type o[censored]n-ethical & unprofessional response & behavior of the employees of a Highly Reputed MNC Company like yours is un-thinkable & surprising. We are sanguine & hopeful that you will look into the matter and ensure Customer genuine grievances are addressed and not harassed for being a loyal customer of your co. products.