Date : 06.03.2011
To
MD,
Onida India.
Sub: Poor Service at Chennai for Your Washing Machine
Ref: My Model No Hydrofall 62
I am P.Murali from Chennai, Purchased Onida Washing Macine Model Hydrofall 62, from Omega TV Centre, No. 39/B, Arcot Road, Saligramam Chennai 600 093 on 23.04.2009.
The Cash Receipt No. is A000224 dt. 23/04 for Rs. 6000/- in exchange with my earlier godrej washine machine.
On Using the washing for 3 to 4 months we had a problem with the Washing Tub Lid and Drier Tub Lid. I directly went and lodged a complaint on 04/09/09 with Onida office at ONIDA HOUSE No. 18, 4TH LANE opp. Nungambakkam High Road, Near CA Institute, Nungambakkam Chennai - 600 034.
The complaint No. was 536380174. It was just registered and was not attended to even for 1 week or ten days and we were directed to our nearby Adonis office at valasaravakkam and the receptionist at the office asked us to book a complaint thro call centre. We tried two to three times and the complaint was forwarded to Adonis Electronics, Valasaravakkam headed by Mr. Ravi Shankar. But nobody turnedup.
1 IT WAS NOT ATTENDED AT ALL AND FINALLY AFTER 2 MONTHS OF CONTINUOUS PHONE CALLS ONE FELLOW BY NAME JAYAPAUL ATTENDED THE COMPLAINT FROM ADONIS ELECTRONICS PVT. LTD., VALASARAVAKKAM CHENNAI- 87
He Broke the spring connection and washing tub Lid.
He educated us to use the wash tub lid by a stick and he will be back within 2 days. He did not turnup, even after somany telephone calls and days and months have passed by.
We were fully fed up with the service rendered by your office.
After one year we went to and exhibition at Chennai Trade Centre, where in the Onida Stall we enquired about the service department, and came to know that Mr. Thiru is the coordinator for the service in Chennai. Next day we contacted him and he also responded in a similar way and after so many calls he sent a person with an assistant to look into the condition of the machine. They simply inspected the machine and after an interval of one more month it was attended to by Ramu for replacement of wash tub lid on payment of Rs. 1300/- vide cash receipt No. 442 dt. 23/10/10.
2 After one month from the date of replacement we are having a leakage problem with the drier section. We informed Mr. Ramu as he had attended to the machine earlier. He came and simply attended to it and the problem was not rectified.
3 We lodged a complaint for the leakage of water from the drier side of the washing Machine on 24/01 at 3 PM bearing Complaint No. 11016356380507. As a regular practice the lodged complaint was not attended to and after so many phone calls it was attended to by Mr. JAISANKAR, he said that there is a problem with the inlet connection and it has to be replaced. While checking he did not close the panel properly and we informed him next day in the morning hours, he came to fix it properly, while fixing he came across another problem with the spring of the drier door. He wanted to adjust the same and broke the spring by improper mechanism he also broke the plastic connecting portion. He said that he will purchase a new spring from nearby Hardware store and replace the same next day. He did not turnup again. After 15 days he came and replaced the old rusty spring with a new spring with lesser turns, but the original problem was not attended atall, he said that the spare was not available with the office and also told that the spares come to head office once in a week from Mumbai, He said that he will check the status of the inlet connection with the stores and attend to it on getting the same, he thereby disconnected the water supply to the drier tub in order to stop the leakage. He did not turnup and also his cell was switched off.
We therefore informed Mr. Ravishankar of valasaravakkam, he always takes up the receiver and asks for complaint No. and the full story of our washing machine. He always promises to send the technician within 48 hours. But there is no action.
Similarly Mr. Thiru, the coordinator takes up all the details and acts as if he is the only genuine person attending the problem and always says the problem will be attended the same day before evening. But as a usual practice there will be no action from your office.
We will again do the same exercise after 48 hours, and the office at valasaravakkam asks for the contact phone nos. which all nos. are available with us and finally after identification Mr. Ravi Shankar comes on the line and asks us whether we are having problem with Ac, TV or Washing Machine. After collecting all the details he transfers the line to the reception lady and the lady says that the pending problem will be definitely attended to in 48 Hours.
But there will be no action.
4 On continuous followup the problem as usual was not attened. On last Wednesday on 3rd March I went to your Valasaravakkam Office and once again explained the same old story to Mr. Ravishankar the incharge as he is said nodded his head and promised me that the problem will be attended to positively on Friday. I once again took that promise thinking that my 1 year 10 Months old Washing machine will be functioning in proper way atleast from Friday.
But till Saturday 05.03.11 afternoon 3.00 pm nobody has turnedup from your office, again after 10 phone calls Mr. Ravi Sent Mr. Prakash to attend the problem. He attended to the Problem, he used insulation tape to tighten the leakage at all the hose pipe ends. Finally he informed your office that the inlet connection has to be replaced. He will also replace the machine with fresh hose pipes. After he left we were calm, we today (06.03.11) noticed that the panel was not fit properly and it was loose. The Drier timer is working and the drier is not functioning. We are really fed up with the high quality service provided by your organization giving the public all false promises.
We today informed Thiru about the same and he says that he is in no way connected to the service department, Mr, Ravi The Incharge of Valasaravakkam is the correct person to attend the problem and rectify the mistake.
Hope our problem will not be corrected but it will continue.
This is the very Sad experience with the international standard maintained By Onida Washing Machine.
We inform you that one of your technician told my Wife that the washing machine complaints are not considered seriously and will be attended as and when they like.
P.Murali
Chennai.
Note: Why I have purchased this Washing machine because my wife is having health problem and she cannot take any extra strain with washing clothes and thought it would be useful and helpful in a big way, the fibre body also attracted us in the purchase of this model.
But even after 1 year 10 Months one problem or other is persisting and is not resolved.
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