Electrolux Refrigerator
Pathetic Service Response

This is to bring to your attention the pathetic response (or should I say, non-response) to my complaint regarding the fault in my Electrolux appliance.

I purchased an Electrolux Refrigerator model EKP 235FF from Snehaanjali, Andheri (W), Mumbai on 09-02 and have faced no problem whatsoever in the last nearly 4½ years and have been happily suggesting my friends and relatives to change to this brand when they change their refrigerator.

The problem started when I saw water seeping out from inside from the door of my refrigerator. I made a complaint for the first time on 25-10 on Electrolux Helpline number 022-39404040 sourced from my seller and I was assured that I will get a call within 24 hours. I didn’t had a pen and paper so I couldn’t note down the complaint number but I was assured that if I provide my phone number the next time I call, I can get the complaint number. Anyways, I waited, waited and waited for 6 days but there was no response from the service department. I called up again after 6 days on 31-10 and demanded to know my complaint status after giving my phone number but was shocked to learn that there is no phone number or a complaint registered against my phone number in their records. I had no choice but to make a fresh complaint to the call centre agent Poonam and took the complaint number (7A0060810310007) this time. Again an assurance of call within 24 hours came. I again waited, waited and waited but no call came for the next 6 days. I called up again on 06-11 and demanded to know the status this time giving my complaint number but was told that the complaint has been forwarded from their end and I should have received a call from the service centre. The call center agent, Pallavi, put a reminder against my complaint again and asked me to wait for 24 hours more. I waited, waited and waited but finally got a call after 3 days from some Fridge Link Services asking me about the problem and promising to send the technician the next day.

I would like you to know that no technician has visited us till date after more than a month from my second complaint and my refrigerator is still releasing water from the front. I don’t understand why I should be denied any paid up service if my warranty has expired or will any technician visit me only if I complain that the cooling has reduced or the compressor has developed a fault which is still under the warranty period of 5 years.

I am very disillusioned with the Electrolux brand of service and contemplating going to consumer court for deficiency in service after the warranty period is over. I demand an immediate response to my complaint and would prefer talking to a representative from Electrolux and not some agent who doesn’t know how anyone can contact a company representative.

Piyush Acharya

Phone: 98208 43494

Company: Electrolux Refrigerator
Country: India

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