Siemens — Req –[protected]. Absolutely Zero After Sales service from Siemens India

Address:

Pune, Maharashtra

Hello Siemens / Joe Kaeser, I would like to express my dissatisfaction with the quality of product and after sales service from Siemens India. There is ABSOLUTELY NO ACTION ON MY COMPLAINT REQ –[protected] AND ALL YOUR DEPARTMENTS ARE SITTING ON IT PASSING THE BUCK AROUND. I own a Siemens front load washing machine and for some reason it has stopped working. I logged a complaint (# Req –[protected] request with your India customer care on Thursday 16th January 2014. I agreed to pay charges for OOW service and charges for engineer visit (i.e Rs 700 for inspection + additional charges for any parts consumed). Your customer care representative promised me that the service would be carried out within 48 hours. It has been almost a week now and I have not even received a single callback from either your customer care or your service center, with regards to my complaint Req[protected]. I have called your customer care on at least 4 occasions however have not received any ETA except for a scripted verbiage that they would escalate my request. I have a few questions with regards to Quality of your customer service: 1. What is the SLA for after sales service? 2. What is the escalation matrix since your customer service representatives are incapable of setting right expectations in the first place? 3. Your website does not provide details, email addresses of escalation point of contacts, May I have the contact details of your City, State, Regional & National heads since your[protected] number is of ZERO help? Absolutely Zero Transparency on your part, or are you trying to shield your senior management from irate customers due to lack of service? 4. Are your customer service representatives not obligated to provide the escalation point of contacts incase of deficiency of service? I have requested to speak to floor managers however your customer service representatives either hung up or out rightly declined transferring the phone to their manager. They even denied providing details of the escalation point of contacts incase of deficiency in service. 5. Your customer service representatives are prompt to highlight the charges for engineer visit + After sales service, would you be waving off the service charges or provide rebate for delay or deficiency of service on your part? 6. If you expect a customer to pay the charges due to you, isn’t it your moral responsibility to deliver the quality of service as promised by you? & Is this the same level of service you provide to your European consumers or are Indian customers taken for granted for lack of stringent consumer protection laws? I would like to highlight that the responses and the service provided are sub-standard and I regret purchasing a Siemens product post this issue. I have dirty laundry lying around and all I get from Siemens is just fake & hollow promises. If this is the quality of your after sales service, I regret to inform you that I would never ever purchase or recommend Siemens products to any of my friends and relatives. If at all you provide me with address of your area manager in Pune city, I am more than willing to arrange transportation and drop this dead piece of machinery out of his office for him to personally get this serviced, hopefully that should make your senior management realize complete apathy on your part. Thanks for Nothing !!! Tejas Solanki