Dear Sir,
My Electrolux freeze model No. ERP245FF which was purchased on 29.03.05 from an authorized shop at Shillong is not freezing the food stuff since first part of December. As per instruction in the manual it was tried to set right but did not. It is to be mentioned here that just after of its purchase, the freeze went out of order for two/three consecutive days for unknown reason. The very fact was communicated to their office also. An engineer checked it but did not find anything wrong at that time. I have communicated number of times by e-mail to the Customer Care for the present defects but till date no action has been taken from their end. I have also contacted the dealer but they too are not so sincere about the complaint. They gave me a telephone number for contact instead of registering my complaint there. I have contacted accordingly and a mechanic came and told me to pay 1800/= to get it repaired although it is well within the warranty period. In this connection you are requested to go through the following one of my letters sent to the Customer Care which I think will give you a more clear picture on it.
“Dear Sir,
Please refer to my earlier e-mails regarding non-functioning of Eletrolux fridge. In this connection I would like to inform you that I have already sent several e-mails with details of the fridge, my address and mobile number to customer care which I feel is sufficient to act upon. However, the Customer Care is asking for complaint Number in their last two e-mails which I find very irrelevant since, I have sent my complaint through e-mail and that can be registered as a complaint from a customer and is permitted as per your manual. Your manual says that, “if the trouble shooting measure do not work, get in touch with your nearest Electrolux InstaService Centre (the after sales service network for all Electrolux brand in India like Electrolux, Kelvinator, Allwin, Electrolux Maxclean and Electrolux) or e-mail us at [email protected] immediately. And relax. Electrolux InstaService with its network of 500 centre and 1500 personnel, is always there to take care of any problem that you might have in no time at all. With Electrolux Insta Service, quick service and reliability go without saying”.
In the last part of January I have sent an e-mail to the aforesaid e-mail address. But, seeing no reply from there I have approached to your other system of lodging complaint available in your website. I have already spent almost half a month making correspondence with Customer Care but to my utter dismay the matter stands as it was. May I know how long have I to wait for your engineer to come and make the fridge in order? Your immediate intervention in this matter is requested and will be highly appreciated. I would also like to draw your attention to the following immediate reply e-mail sent to me by the Customer Care as soon as I am sending an e-mail to your Customer Care:
“Thank you for sending us an email. We have received it and our team will revert back to you as early as possible”.
The language within inverted coma in the above paragraph which I presumed an automated reply and this type of correspondence is sure to despair your valuable customers. I earnestly hope I will not be given the scope to think that a world wide reputed Company like Eletrolux is negligent to its customer complaint.
Thanking you.
Yours sincerely,
Pankaj Dev Choudhury”
I therefore, request you kindly to look into the matter and arrange for doing the needful immediately.
Yours sincerely,
Pankaj Dev Choudhury
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