[Resolved] Siemens Home India — siemens washing machine - wm 2020
To lodge a complaint first i tried to dial the number[protected] published on the website "http://www.siemens-home.bsh-group.com/in/customer-service", but this number is not working. Then i reached to e-zone retail outlet and they provided me the siemens customer care number i. E.[protected], i dialed to this number and got the complaint lodged on 25th september 2017. The technician called me and took my address and location details via whatsapp. The technician visited my place on 28th september 2017 and told me that the timer and the shock absorber needs to be changed which costs around 6, 800.00 and 1, 200.00 respectively. I agreed to change the defective parts. The technician took an advance of 20% amounting to 1, 600.00 and came back on 1st october 2017. He changed the defective parts and took the full balance amount. After few minutes the technician left i observed that the timer he replaced is not working as per the default functionality, immediately i called the technician and asked him to look at the issue. The technician said that i am not aware of this i will check with my senior technicians and get back to you and then he fled away. After couple of days i called him whether he is able to identify the issue, then he said he has placed an order for new timer with siemens company, as soon as he gets the timer he will come and replace it. So every couple of days i was calling technician to know whether he received the timer, his response was that "yes, i received the part i will come today", the technician didn't turned up after days. I did a follow up call then he says that "i haven't received the part yet". This was annoying and then i called him after week to check what is the status, the technician answer was that i got the part i will come or send any other technician to replace the part. But unfortunately till today i am trying to reach him but not response.
Then i finally decided to call the siemens customer care number[protected] to express my experience had with the technician which they sent. I was surprised to hear from the siemens customer care employee that they have sent a private service vendor to my door step and now they are ready to send a genuine service vendor. Then i was like "what the hell is going on?". Then i tried explain the siemens customer care employee, that its not my problem whom do you send at me door step, it's not my responsibility to authenticate who is genuine?. Then the customer care employees disconnects the call. Is this the behavior of siemens customer care employee?. Even after this, i tried to reach the office of the technician mentioned on the bill but no response.
I guess its the right time to siemens india to wake up and deliver proper service to its customers post sales. Hope there is a big mafia behind these and looting people.
My question to siemens is:-
1. Who is to blame for sending the private service vendor?
2. What about the amount we paid for the faulty service done?
3. What will be the step taken to stop these kind of issues?
4. Should people of india trust siemens company?
My sincere request is to repair the faulty service done and not to charge extra, as i have paid full amount.
The details of the technician is:
#145, 5th cross, 1st main road, someshwara nagar, jayangar 1st block, bangalore - 560011.
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Jan 4, 2018Complaint marked as Resolved
Dec 02, 2017
Siemens Home India customer support has been notified about the posted complaint.
Dec 04, 2017Siemens Home India Customer Care's response Dear Sandesh,
We highly regret the inconvenience caused. We have escalated your complaint to the concerned team. Our customer service team will contact you shortly.
Siemens Home Appliances Team