This is the complaint lodged to Videocon customer care and even escalated to company CEO but no response received yet. The mail was written to CEO Mr. V N dhoot at mail ID [email protected]. Mail did not bounce and no response received. The mail was written on 21-June' 10. One follow-up mail again was sent on 24-June' 10. Can some one help me to get this known to customers much faster, so when buying the videocon products, they are aware about company's seriousness about customers safety
The copy of mail is attached below.
Respected CMD,
This is Sreenivasan from Bangalore. I had purchased a fully automatic front loading Electrolux washing machine (Model # Aurum16) from "Pai International" on 18- June through Bill # 0119141.
The washing machine was working OK until the fire incidence took place. The above said machine caught fire on May29 when a normal washing cycle was going on. Initially smoke had started coming out and when I noticed the same I immediately removed the electric power and removed the clothes and noticed that the drum (some derivative of plastic) had caught fire. With lot of efforts I temporarily put-off the fire and shifted the washing machine to the terrace area of the apartment as the washing machine was kept in utility area near the kitchen where lot of wood work is there.
Sir, I want to bring to your kind notice that if the above incident took place when nobody was there in the flat, it could have possibly set the entire flat on fire causing damage to property and life.
I had lodged the complaint (# BAN0306100160) in the Videocon service and the service personnel inspected and given a quote of around Rs 7000- 10000 for repair as it is "out of warranty". My point of view is that the question of warranty does not come here as it is fire hazard which the washine machine is not supposed to create. If it does not work for some repair it is OK
Hence, I request you to consider this appeal from me for a free service or free replacement and advise the service team (in Bangalore) accordingly
I do have the burnt machine preserved for inspection and root cause analysis. If the belief is that the material in the machine is self fire retardant, then this accident would be really a good case study for your team and a very good eye opener for company, which can stop potential hazards with proactive approach and improve the product safety.
I am also attaching a file with Photos of Burnt washing machine.
Regards,
Sreenivasan R
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