I had purchased an Electrolux Refrigerator (Model ERP 285 FF double door) from M/s. KD Audiovisions Pvt. Ltd. Noida on 6th May vide Invoice No. 64061 dt. 06/05/05. In first week of January'10, We have observed very low/no cooling in the lower compartment of the refrigerator. I have lodged complaints with your customer care no. 18004194040 on three times and the engineer has visited us 4 times during the last 1 month, changed two parts and my problem is STILL UNRESOLVED. I am giving below the details for your reference.
1) I have lodged my first complaint on 6th January '10 vide complaint No. GHA0601100389. On 7th January '10 one service engineer called Mr. Sumit from M/s. Hi-Tech Services, B-14, Sector-64 Noida visited us and after investigation (and melted the ICE on the cooling coil) told us that the problem is solved and charged Rs. 337/- as service charges vide their invoice No. 7209 dt. 7/1/10.
2) The refrigerator has started giving the same problem after 10-12 days and I have lodged my 2nd complaint on 21st January 10 vide complaint No. GHA2101100117. On 23r January the same person visited us and changed one part called Defrost Timer saying that the Defrost Timer is faulty due to which the automatic defrost function is not working and in turn ice is getting formed on the cooling coil which is the reason for no cooling in the lower compartment. This time he has charged Rs. 750/- vide invoice No.7227 dt.23/1/10 as cost of replacement of Defrost Timer.
3) After 5-6 days the same problem started again and I lodged my 3rd complaint on 30th January '10 vide complaint No. GHA3001100057. 3rd time the same person Mr. Sumeet from Hi-Tech services visited us on 31st Jan '10 and after his investigation he informed us that one part called Bi - Metal near the cooling coil is faulty due to which electricity is not being supplied to the heater installed near the cooling coil during the defrost mode and needs replacement. Since he was not carrying the part with him he visited us the 4th time on 2nd February '10 and replaced Bi-Metal and charged Rs. 250/- vide invoice No.7236 dt.2/2/10 as cost of replacement of Bi-Metal.
4) Now, the Refrigerator has started giving no cooling since yesterday morning and I have lodged my 4th complaint on 9th February vide complaint No. GHA0902100109. On my 4th complaint, the same person called Sumit from the same service dealer visited us on 10th Feb and did the same check-ups and told us to observe the refrigerator for two days and tell him whether any improvement. We have observed the fridge for 24 hours and there is no cooling in the lower compartment and informed the service engineer and requested him to either take help of his seniors or escalate the same to the company.
The compressor is continuously working round the clock except 5 minutes after every 7 hours i.e. the defrost mode. We fear due to continuous working the compressor (which is still under warranty) may get damaged. Also due to continuous working, the electricity consumption has increased by 120 units than it should have been in last one month.
Here, I would like to draw your kind attention to the fact that the service engineer has visited us 4 times within 4 weeks time and still he could neither diagnose the problem nor he could resolve it. He is just changing the parts one by one on a hit and trial basis which casts doubt on his competency as a service engineer. I was present with him during his two visits and the way the person works is worst than a roadside mechanic. Also the company who is handling the service seems to be totally unprofessional as the engineer does not carry minimum spares with him based on the nature of complaint he received.
Also, the engineer has mentioned that the service charge he has taken from us is valid for only 1 month and he will charge the same again if I lodge a complaint after 1 month. I could not understand that why should I pay him the service charge again for an unresolved complaint even though it more than 1 month? It is the incompetency of the person that he could not resolve the complaint in 4 weeks time and after 4 visits. If I lodge a complaint for any other problem other than the above I can pay service charge but I won't pay any more service charge for this complaint.
I have written my above complaint to the e-mail ID [email protected] given by the call centre guy who has attended my complaint. So far I have not received any feed back from the concerned.
I request any company official who read this mail may please respond and initiate a speedy redressal of my complaint or I think I will have to move to the consumer court against the company for selling poor quality of product and poor after sales service.
M.P. Jose
Greater Noida
Mobile: 9810214451
E-mail: [email protected]
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