Siemens Home India — Siemens 7 kg Washing Machine WM12K168IN having chasis no 0148 purchased through JP Electronics on 06/08/2018

We own Siemens 7 kg Washing Machine WM12K168IN having chasis no 0148 purchased through JP Electronics on 06/08/2018.

During May 2022, we noticed vibration & noise while operating the machine & promptly contacted Siemens Customer service. A technician named Mulla came on 10th May 2022 and inspected the machine. He said there is no major problem with the machine even though there was hammering sound. He asked us to buy & put under the machine the "Anti Vibration Pads with Suction Cup Feet" available online from market & fix it and that the problem would be over. The Service Order Ref No: [protected] dtd 10/05/2022. he said there is no other requirement and that the machine was working very well. he hid from us that there could be serious issues with the shock absorbers though he did mention that sometimes shock absorbers could pose problem.

Now on 15th June 2023, the machine while operating suddenly became violent and was lterally jumping around. We called the Customer service and yesterday, 16th June 2023, the Service rep Rishu from Indu Services came & inspected the machine ref Service order no[protected] dtd 16/06/2023. he clearly mentioned that the drum is out and that the drum and shock absorbers need to be replaced. he also clearly mentioned that the previous service rep Mulla was aware about the need for replacing the shock absorbers and that the current problem would not have happened if shock absorbers were changed at that time. Rishu told us to pay @ Rs.12, 000/- for replacing the drum & shock absorbers.

The issue became serious only due to the negligence of the Service Rep Mulla (who we understand that was subsequently removed by the Companay for dereliction of duty) and therefore the onus of replacing the drum & shock absorbers is on Siemens. This is a classic case of deficiency of Service by the Service Provider and we are fully within our legal rights to demand a solution at your cost.

We want the machine to be repaired free of cost to us and nothing less than that is acceptable. Failure to do will force us to take necessary steps to ensure our grievance is addressed to our complete satisfaction.

Your immediate action is requested at top speed and resolve the matter without any need to escalate the matter to higher levels.

Look forward to your response & quick resolution

Please find attached the relevant documentation in one PDF File - JP electronics Bill, Installation report, Service Order Ref No: [protected] dtd 10/05/2022 & Service order no[protected] dtd 16/06/2023

Thanks
Jose Mathew Mary Jose
[protected] [protected]

After 4 days of the above complaint was made to Siemens India Service Centre, a message was received mentioning "follow up number is [protected] . Please contact[protected], Email Service.[protected]@siemens-home.bsh-group.com for any assistance."

on contacting I was told to contact a specific person Mr.Kiran (Indu Services) mob no [protected] . When he was contacted he gave me the name of another person Mr.Anil Chavan. Mr.Anil Chavan - mob no [protected] - told me that there was no previous complaint documented for drum noise and hence nothing can be done & that I have to shell out Rs.12, 235/- for replacing Drum unit and Shock absorbers + 800/- + GST as Service Charge. he has sent me an estimate which i have summarily rejected.

When we Customers make a call to the Service Centre, we have no control over what sort of documentation is made at their end nor do we have a visibility of that. Similarly when Service Report is made, we have no control over what is written and like in the service report that we have of May 2022, the writing is unreadable.

We understand that Service Engineers deplaoyed by your Service Agents may not have control over English but the fact is invariably whatever is mentioned to them is not reproduced.

We are making a categorical statement that Indu Services, your Service Agents, have provided deficient services due to which our machine is spoint. It is your moral duty & responsibility to make good our loss and get the washing machine which otherwise is in excellent condition at no cost to us.

Siemens is known for it's product quality & service globally and that is the whole reason we bought your equipment at a higher cost than other competing washing machines in the market. But the below par & deficient Customer service by Indu services has cost us for no fault of ours.

We are hereby escalating the matter to the Corporate for redressing our grievance. kindly look into the matter 7 do the needful in the matter most urgently.

I am 65 years old & my husband is 67. We live alone and is heavily depoendant on the washing machine for cleaning clothes.

Thanks & looking forward to hearing from you

Mary Jose Jose Mathew
[protected] [protected]