Siemens Home India — washing maching repair charges very high

Address:

Mumbai City, Maharashtra

To, Shoaib Shaikh, Branch Service Mgr, BSH Household Appliances, Mumbai Dear Shoaib This relates to my Siemens Washing Machine - Model #WM 12E 360IN/01 and is further to my complaint sent to Siemens India on January 15, 2015. What transpired post my complaint clearly indicates just how callously a supposed to be "reputed" company like Siemens takes its loyal customers - I had bought a Siemens washing machine 18+ years ago and, based on my experience, had decided to repose faith in your brand four years back by purchasing the washing machine currently in question but it is a decision that I am beginning to regret. Subsequent to my complaint of January 15, a technician was sent to inspect the washing machine quite obviously without bothering to read/being briefed on our complaint. I had specifically written to Siemens regarding the exorbitant cost of Rs. 6, 900 that I had to pay for replacing a part that should not have had to be replaced in a machine that was barely three years old including visiting charges of Rs. 900. It was something that I had to pay as I was told that my machine would otherwise not work. I had asked Siemens to justify billing me such an exorbitant amount for replacing shock absorbers when the machine only had a blocked drainage problem. In response, a technician was sent to re-check the machine but he only re-confirmed what had been done, There was no response to the subject of my complaint which was why had parts to be changed so early in the life of the machine and, if they had to be, it was obviously because they were faulty or sub-standard, in which case why had I been penalised for a manufacturing glitch. My earlier machine served me well for 14 years which is why I have been led to believe that the parts in the current machine are obviously sub-standard or faulty as the company has had me replace a significant part like shock absorbers in barely three years. In this light, I am sure you will agree that it is grossly unfair and a travesty of justice to penalise me - the customer - for something that is not related to usage and hence, for something which I am not responsible. Instead, the company should graciously accept responsibility for the glitch and rectify it with due regrets at no cost to me i.e. by refunding what I had needlessly been made to pay. I am dismayed that Siemens has chosen to gloss over the subject of my complaint rather than furnishing me with a satisfactory response and setting right a wrong. That is how brand loyalty is sustained and customer faith restored. It is unfortunate that a reputed international brand like yours chooses to ignore these basic precepts of customer service. I look forward to a relevant response to my complaint i.e. why I was billed for faulty/sub-standard parts. Given how Siemens has reacted so far, I am not optimistic but I hope that an opportunity to set things right is not squandered and a loyal customer lost on account of a disdainful approach to resolving customer complaints. Best Regards, Neil White