EW 1045FX
CUSTOMER COMPLAINT

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The President

Electrolux

Corporate Office

Global Business Park

2nd & 3rd Floor,

Mehrauli Gurgoan Road,

GURGAON – 122002

Dear Sir,

CUSTOMER COMPLAINT

SERVICING OF ELECTROLUX WASHING MACHINE – MODEL NO EW 1045FX

This has to do with the poor after sales service offered to us by Electrolux authorised Service centers.

Mine is a front-loading Electrolux washing machine, model No. EW 1045FX bought at M/s. Arvee Sales Agencies, New Delhi on 19/07. The machine had been working perfect till it developed door lock problem last year.

In the month of July my machine’s door lock developed some problem. A complaint was lodged with M/s. Rohan Refrigeration, Electrolux authorised Service Centre at Panvel, Navi Mumbai (as advised by your corporate office, Gurgoan as there was no Call Centre then). The technician replaced the door lock. The same problem cropped up again in the month of September. The technician came and rectified the same. Again in the month of October, the problem recurred and this time as M/s Rohan Refrigeration, Panvel Service Centre was closed by then and I was advised to lodge a complaint with M/s. Super Cool, Vashi Navi Mumbai, who was the authorised service Centre for this area (as advised by your corporate office, Gurgoan). One Mr. Riyaz attended to this, and to my shock, I learnt that the door lock replaced on 10/07 again needs replacement. I was told that such ‘Spare Parts’ do not have warranty period over 24 hours. Also that the switch replaced does not pertain to our model but of some other model, since our machine is an ‘Old Model’.

Based on my two further complaints for the same reason, twice this problem was temporarily fixed (advised not to press the door open button while the washing process is started) up twice within two months.

Recently on 07/03, again the door was not closing at all and so I was not able to run the machine. I again registered a complaint at the Call Centre, and one Mr. Rajesh from M/s. Super Cool attended to this. This time he had got a new door lock (which apparently was a used one, when asked he said since it was lying in the godown it looks old), which was fixed. But the machine did not start up. Now we are told that the PCB has to be changed. It is one week since and we are kept in abeyance for the PCB as a solution. Obviously this is the ‘outcome’ of the technician’s fault while fixing up the door lock. Now for any person to come and look at the present problem I had to lodge a fresh complaint at the Call Centre.

From the above facts you can apparently see that my main work in the past six months has been to run after your Service Centre one after the other all in vain. You can understand the amount of anxiety and the harassment faced particularly, when I have two small children at home, and have paid twice for the spare part and service charges.

What I request you is to depute one engineer from your office to look into the matter, if not possible, at least advise me the other alternatives. You will agree that a product, which was widely sold in the market in the month of July should be repairable even today, as nobody like to replace such a costly item in such a short time. Even if I had given all my cloths for dry cleaning during the washing machine usage period, I would have incurred less cost than the machine cost.

Please treat this matter on priority as your service centre has already taken considerable time and I am on the verge of loosing patience. In case I do not get any response from you within 10 days, I will be compelled to take up the matter to the local Consumer Forum. For your ready reference I am providing the date wise details of the complaints lodged and also the details of the amount paid by me.

Complaint Dt. Call Centre No Company Name Amount details

03/07 Not available M/s. Roshan Refrigeration Bill No 427 dt. 10.07.07 for Rs.1450/- plus service charges for which receipt not provided

18/10/07 7518000 M/s. Super Cool Vashi Bill No. 321 dt. 06.03.2008 for Rs.1500/-

07/03 FOEW8C05004 M/s. Super Cool Vashi Not paid

14/03 FOEW8C14001 M/s. Super Cool Vashi Not paid

Awaiting your response.

Yours faithfully

(R.Govindarajan)

Present Address:

B-37/3, State Bank Colony

Sector- 13, Nerul,

Navi Mumbai – 400 706

Mobile No. 0-9867568408

Telephone (R) – 022-2772072

Email: r.govindarajan@sbi.co.in

Company: EW 1045FX
Country: India

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