Dear Sir,
This is to bring to your kind notice sheer inefficiency and customer harassment caused by the so called "Customer Care Department" of Haier Appliances (India) Pvt Ltd. We received Haier semi auto washing machine as a wedding gift in the month of July’05, but it was put to use for the first time in the month of October 07. Since the time we've started using this machine this is giving some or the other kind of trouble. In the initial usage only, the wash timer of the machine went out of order. The first complaint was lodged by us in the month of October same year itself and the engineer visited us on (20/10/07) and took his service charge of Rs.225 vide receipt no JN 389308, but he could not remove the fault at that time. After that with constant follow up with them, finally they turned up on 19/11/07 and changed the wash timer by charging Rs. 650 from us. The visiting engineer also sold us the AMC of the company for Rs. 702 for a period of one year effective from 15/01/08 to 14/01/09 vide receipt no 39384, the AMC no being 431578. Since then only some or the other technical problem keeps coming in the machine. Presently also the machine is out of order and the spin tub of the machine is not working and my father Sh. M.L.Sharma, has been lodging complaints regular for past more than 2.5 months but their engineers have no time to bother about the same and also as explained to us again and again by the customer care department, the part to be replaced in the machine is not available with the company at the moment. I could take out following details of various complaints:
S.No. Complaint No Date
1. 9991221901 14/06/08
2. 9991237200 02/07/08
3. 9991239297 04/07/08
4. 9999901185 09/07/08
5. 9999906592 18/07/08
6. 9999916875 31/07/08
Followed by several Reminders dated:
04/08/08
18/08/08
19/08/08
27/08/08 (Spoke to the Incharge Mr Vipin who committed to get the machine repaired by Monday, 01/09/08)
02/09/08
NO RESOLUTION TILL DATE. THE COMPLAINT IS STILL NOT ATTENDED.
This is after the fact that the machine is under AMC which started on 15/01/08 vide AMC no 431578 and is valid till 14/01/09. Out of the AMC period of 1 year, 3 months have been wasted by the company in attending just one complaint.
From the no of complaints mentioned above, you can yourself assess that the machine was a defective piece ab-initio, which the company did not bother to replace or to find some permanent solution to that. To make the matter worse, their so called "Customer Care Department" is in fact "Customer Harassment Department" where complaints go in deaf ears and employees in that department are so careless that every time we lodged any complaint it took more than a month's time for resolution. And in the recent case mentioned above, its already more than 2.5 months, but there is no resolution from the side of the company to attend the problem.
Sir, I request you to help me find out a permanent solution for this problem and to take some RIGID ACTION against Haier Appliances which is spending a lot of money on advertising and fooling the customers and not even a single penny on providing post sales services.
Thanking you,
Yours sincerely,
Abhinav Sharma
B-212, Prashant Vihar,
Rohini Sector - 14,
Delhi - 110085.
Ph. 9811325133 / 27563625
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