April 7
To
The Customer Care Officer
Videocon Service Centre
Sub: Negligence & Inefficiency of S.A.M. Appliances Service causing breakdown of the spin motor of my washing machine
Sir,
Against my complaint regarding my washing machine registered at the call centre on 9.4. one – Mr. S.K. Das visited and checked the machine on 10.4.2008 and provided an estimate of Rs.886 for changing the spin tub that according to him was broken and buffer etc.
As we took the machine to the service centre as per his advice, the machine was checked on arrival and both motors were found to be working fine. We were advised to get the broken spin tub replaced (provided it was available) or else repaired and refitted. On 25.4. we took delivery of the machine (Job No. 802, 23/4). When I pointed out that the vibration seemed much less than what it should have been, the person attending us insisted that it was working fine. After bringing it back, we were shocked to discover that the spin tub was not moving at all. I reported it back to the service centre and a different person (name not known) visited us and reported that the spin motor was not working at all.
Let me say that I bought the machine in 1987, which true to Videocon reputation has been functioning almost without any maintenance and I never thought of replacing it. The motors were working absolutely fine as the Service Centre also endorsed and my complaint is that it must have been broken down while it was being reportedly repaired and refitted carelessly by apparently unqualified personnel. Since I pointed it out in my remarks, I have not heard a single word yet from S.A.M. Appliances Service.
Under the circumstances, I request you to (a) accept that the spin motor was broken down due to the negligence and inefficiency of S.A.M. Appliances Service; (b) take responsibility of whatever has happened and immediately replace it by a new spin motor free of cost with a reasonable warranty and thereby reassuring my trust in Videocon reputation; and (c) take appropriate steps against your franchisee – S.A.M. Appliance Services so that Videocon customers do not have to suffer in future in their hands. Otherwise, I will feel cheated and fleeced.
Thank you. Waiting to hear from you soon.
Yours sincerely,
(Samita Das)
Flat – B3, 6/8 Central Park
Kolkata – 700 032
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