On 2nd June'11 I spoke ton the customer care & registered a complaint followed by an e-mail. I received a response from the customer care under reference number Service Request No. PBLR0306110063 dated 3/6. Since 3rd June I followed up with the customer care both by telephone as well as byne-mail. After much aggressive follow up some one from the company turned up at my house came & checked the machine. The technician took away some part & since than not turned up at all. Upon contacting customer care I received their standard reply mail. The chain mails are also listed here as follows. WHAT A PATHETIC SERVICE LEVEL FROM SUCH A MULTIPLE MILLION BRAND FROM EUROPE!!!
From: Mukesh Halari
Date: June 28 9:24:18 PM GMT 05:30
To: Electrolux Care
Subject: Service Request No. PBLR0306110063 dated 3/6
Attn: Customer care,
It is good to write like below mail. I am surprised, rather SHOCKED to learn your one of the MOST PATHETIC EXPERIENCE with Electrolux customer care.
You wrote to me on 11th June'11. I waited till the evening of 28th June'11. It has crossed more 2 weeks from your below mail & almost 25 days from the date of me registering the complaint?
Can you imagine or do you rather ever think that a customer is still waiting to rectify the washing machine? 3 weeks beyond & there is no courtesy call or even follow up call from your service engineer as to what is happening.
You wrote to me very conveniently that I need to write back to you in case of further delay, but what is the mechanism you have to track your customer complaints? Whether the complaint is fully attended & that the customer is satisfied with the services provided by you? Are you all getting paid only to receive a complaint call & pass it on to your technical department? Worst is that when you are unable to handle the pressure, you very conveniently give service station number to the customer directly, you are even worst tan postman. I am sorry for my hard language but your poor services compelled me to write like this.
I am not sure that even after writing like this whether you will wake up or shake up. Anyway, I have decided what I have to do next. Please be aware that I will not be responsible henceforth, the results or causes due to my alternate actions.
Let me see how best you are able to handle my complaint. I am once again repeating that I WILL NOT BE RESPONSIBLE HENCEFORTH, THE RESULTS/CAUSES DUE TO MY ALTERNATE ACTIONS. Finally, stop taking your customer for granted.
On Jun 11, at 6:13 PM, Electrolux Care wrote:
Dear Mr Halari,
We are arranging to take up this matter with our service manager at your base location and we assure
corrective action soon.
As we share the details with our team, it would take some time before they revert to you.
Requesting you to bear with us untill then.
Please feel comfortable to write to us in case any further delay.
We assure you of our best attention always
Regards
PE Electronics Ltd.
Electrolux Care
&-- Original Message &-- From: "Mukesh Halari"
To: "Electrolux Care"
Sent: Thursday, June 09 1:45 PM
Subject: Re: Millennium Series washing M/C
Attn: Customer care,
I am surprised to receive the response we received from a multinational line yours.
It is nearing a week & there is no visit by the service engineers. For your kind information, I spoke to following executives from customer care & none if them could organize a visit of service engineer to repair my washing machine.
Mr. Shah Nawaz
Mr. Rahul
Mr. Hamad
Ms. Shiba
Please let me know if I have to speak to the entire call center for my complaint. I am even ready to that if this helps me to repair the machine.
For sure I will publish this incidence on Twitter & Facebook.
I do not claim any responsibility what so ever if your sale or after sale service is affected due to my above act.
Additionally I will also report the "most undeniable customer service" to your Head quarter. Here also I will not be responsible if there are any repercussions due to my above reporting.
Regards, Mukesh
Sent from my iPhone
On 03-Jun, at 3:07 PM, Electrolux Care wrote:
Dear Mr Halari,
We have recieved your mail dated 2/6 and have booked a service request for the mentioned details.
The service request number is PBLR0306110063 dated 3/6
We regret for the inconvenience caused but we assure you that our service engineer would soon be in touch with you.
Please feel comfortable to revert in case of any further assistance
Assuring you of our best attention always.
Regards
PE Electronics Ltd.
Electrolux Care.
&-- Original Message &-- From: "Mukesh Halari"
To: "Electrolux Care"
Sent: Thursday, June 02 3:41 PM
Subject: Millennium Series washing M/C
Kind Attn: Mr. Suman,
Thanks for your time over the phone.
With reference to the above & as discussed, please be informed that the nature if complaint as below.
Machine Type: Millennium series FRONT LOADING.
Nature if Complaint: The center drum does nit rotate at all, right from the start if the machine.
I am currently residing at the following address.
Mukesh Halari
Kristal Campus 10,
Vill no U-2, Sy No 79,
Sarjapura Hobli Anekal Road,
Yamare, Bangalore - 562125
Tel No: 080-25848198
Cell: 9538033457
Regards, Mukesh
0 comments