[Resolved] Siemens Home India — exorbitant charges for refrigerator service visit and repair.

Hafizea Healthnfitnesszeal

from Changanacheri, Kerala

Website:

siemens-home.bsh-group.in

We have been using Siemens brand for home appliances for many years and performance for all these machines were excellent. They were totally reliable so far and after sales service was also quite good.

We brought a double door refrigerator from Dubai in 2014 as we came back and settled in Kerala. Around two years back there was a complaint registered and local service person came and attended the compliant. He charged Rs.700 for visit plus repair charges.

Now when we had a complaint four days back, they are asking Rs.3000 for visit plus repair charges . Why such an increase in charges just for attending a complaint in two years? I am afraid they are taking advantage of the situation that the refrigerator is not functioning for almost 4 days.

service request registration id : [protected]
Contact [protected]
email : service.[protected]@siemens-home.bsh-group.com

Jishi - [protected]
Kakkanad, Ernakulam, Kerala

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Aug 6, 2018

Complaint marked as Resolved

Siemens Home India customer support has been notified about the posted complaint.

Verified Support

Jul 06, 2018

Siemens Home India Customer Care's response Hi,

We regret the inconvenience caused. We have escalated your complaint. Our customer service team will contact you shortly.

Regards,
Siemens Home Appliances Team

Jul 07, 2018

Updated by Hafizea Healthnfitnesszeal Please find the response we got from the service center, which still insist on giving 3000 per visit to attend the visit. and they are saying they don't guarantee any of their services. Even thought we had imported this model of refrigerator, the model was available for sale in India. therefore their argument that they won't be able to support the imported refrigerator do not stand.

[protected] Forwarded message[protected]
From: Antony-ext, Joseph (IN/SM-CSFZ) <Joseph.[protected]@bshg.com>
Date: Sat, Jul 7, 2018, 11:00 AM
Subject: Service support for repairing Siemens Refrigerator - Mrs. Jishi Hafiz
To: [protected]@gmail.com <[protected]@gmail.com>

Dear Sir,

Greetings from BSH Home Appliances.

Kindly recollect the discussion we had related to the imported Siemens Products.

As informed to you we at BSH India are not exposed to many imported products for servicing. Nor do we have the spare parts with us.

Based on your special request to support this product we, as a gesture of BSH India goodwill and one off case, would visit and try to address the matter to the best of our ability.

Considering the special circumstances as mentioned above we share the following with you with a request that you as a customer agree to that.

1. We would undertake the service attention to the products in good faith with the best of our ability and skills and state that despite our best efforts there might still exist possibilities that a) we may not be able to repair the products or b) the repaired products would not function perfectly or c) the products would fail again.

2. We would share with you / customer our diagnosis and propose the required spare parts, however as these product is imported, our diagnosis may not be correct and the spare parts requirement may change after we fit in the initially ordered spare parts. We would again share the new requirements with you.

3. The cost of spare parts considering that they would be specially ordered and flown in to India would be paid by the you/customer in advance.

4. No spare parts warranty or service warranty would be applicable.

5. Repair charges of INR 3000 per visit per product will be applicable.

6. Repair charges will be applicable irrespective of the successful repairs / completion of work.

7. We regret our inability to guarantee the success of our repair efforts and also would not be able to assure that the products would not need further repairs in future.

Requesting to kindly confirm to us your agreement to the above to proceed further.

Assuring you of best services always,

Kind regards,
Joseph Antony

BSH Household Appliances Manufacturing Pvt. Ltd.
Customer Service

39 / 3370, Manickath Road, Ravipuram
Kochi 682016
Tel.: +[protected]
Mobile: +91 [protected]
Fax: +[protected]
joseph.[protected]@bshg.com
www.bosch-home.com/in

BSH Household Appliances Manufacturing Pvt. Ltd., Arena House, 2nd Floor Main Building, Plot No.103, Road No.12, MIDC, Andheri East, Mumbai- 400093.
Corporate Identity Number: U29253MH2011FTC218407

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