Dear Sir,
I purchased a Godrej Refrigerator in May from Refrico Lalbagh Lucknow. After 2 months it started giving problem. It's a double door refrigerator and the moisture comes on the top of the lower door and the water comes on the ON/OFF inside light switch and the switch stops working. I lodged the complaint with Refrico, they asked somebody in the Godrej service Department to deal with the complaint. Someone from the Service Department came and repaired the switched and said that due to the rainy season moisture comes and the problem occurs, this is a very commom problem which normally occurs during this weather. Again after two months the same problem was noticed and I again approached the same Dealer, who this time gave me the Godrej Customer Care No. and I lodged my complaint on! 13/10.The Complaint No given to me was MP 1312. To attend the complaint one Mr Shakeel from the Service Department, Lucknow came thrice and finally said to to fill the affected area with cotton. I asked him not to fill cotton as cotton has a limited absorption capacacity and after that problem will occur again and secondly that was not the permanent solution to the problem. Despite my saying that the product is in Warranty you Please replace the same, he insisted on filling the cotton and assured that he had dealt with this kind of problem this way only and the problem never occured. I had no option but to listen to him. It is also Important to note that in North India October is not a Moist season
It was again in March the problem occured again. I was again lodged a complaint through the dealer and this one Mr Naushad Ali from the service centre, Lucknow came and handled the complaint.after hearing the right from the inception till the filling of cotton he came up with a solution that cotton was wrongly filled rather Grass Wool has to be filled. I insisted again that the refrigerator was in the Warranty you please replace it, but nothing was heard and he made me to speak his Service Head who assured me that Grass Wool is the best and the only solution with this kind of problem and the problem would never occur. Being unknown about the Grass Wool and its propreties, I asked him suppose if problem comes again and my Warranty lapses then? He said that firstly this is a permanent cure and moreover we are here to take care you go ahead with the Grass Wool. On his "dead sure" assurance I agreed.
This is not enough, the same problem appeared again in June and I lodged a complaint again with the Customer Care DepertmentOn 1st July Service call no. is 780226.Again Mr. Naushad Ali Came to attend the complaint and very casully said that I have to change the Grass Wool again. When told him about the past instances he made me talk to the Service Head Mr. Abhishek Sharma in Lucknow. He said that you would have to sent the refrigerator to the service centre for thorough examination. I asked him what treatment would you do there, he said I will get the Grass Wool filled with more care this time so that the problem doesn't come again. I, after narrating him the whole story and making him understand that the consumer purchases the refrigerator to used for 12-15 years and if this kind of problem keeps coming every 2-3 months then what's the point in buying a refrigerato fom such a company of repute. He didn't listen to my greviances but insisted on sending the refrigerator to the service centre. I very clearly asked him to give me a writtn assurance that if the problem comes again in the future you would replace the defective refrigerator. He refused. On 07/72009 one Mr. Ravi from the serrvice centre came and insisted me to get the Grass Wool filled. I again insisted on the written assurance which he declined after talking to the service head. Then on 11/72009 one Mr. B.P.Saini from the Service Centre came and humbly requested me to enter the house and inspect the refrigerator, I allowed him to inspect. After thorough examination said that there is a problem and he would let know next day. After two days he called up and insisted me to send the refrigerator to yhe service centre. I again requested for the same assurance on which he said he is a low salaried employee I am incompetent to give any assurances on behalf of the company. I asked him to get the assurance from the competent person an which he said that he would talk to the seniors and let me know accordingly.
On 17/7, Mr. Ravi made me a call from 9307819129 and said that I had come to pick the refrigerator. I asked about the written assurance, he said he had no idea about this. I narratted him again the whole story, he said he would talk to the service head. Again on 18/7 Mr. BP Saini called up from mobile no.9335220265 and said that he send a trolly yesterday to fetch the refrigerator, you didn't send? I once again told him with my request to get the assurance letter and take the refrigerator. He said that some some casuality had taken place in the office today and tomorrow being sunday, he would let me know on monday i.e.20/7
You would also realise after going through the complaint that how the customers are harrassed by theGODREJ STAFF .Secondly, you must have noticed that how smartlyGODREJ STAFF passed away the Warranty period and put me in such a situation where I have no right to claim for a replacement
I sincerely request you to kindly replace the defective refrigerator without any furter delay otherwise I would take the matter to the Consumer Forum for cheating and harassing the customer.
Thanking you.
Sudhanshu Sharma
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