To From:
Mr. H.K.SIRCAR
B.E. (Electrical), P.G. (Computer &
Control Engg.) FIE, Chartered Engg.
Industrial Engg. (NITIE),
MBA (Calcutta Univ.).
58/62 Prince Anwar Shah Road;
P.O. Lake gardens;
Kolkata: 700045.
E-mail: [email protected]
Date: 01.12.2008
SUBJECT: CUSTOMER DISSATISFACTION
REF: Replacement of SPIN MOTOR & BUFFER in LG washing machine bearing model no. WP 9241 & sl. no. 507 NLZW 001413 purchased on 10.09.2005 in favour of my wife Mrs. RANJANA SIRCAR.
Respected sir,
I like to draw your kind attention to the facts stated hereunder.
Against my complaint of getting electric shocks in the wash tub, during use of the washing machine, one of your service representatives named Mr. Subir Ghosh from your authorized service centre namely M/s SOUTH END SERVICES; P-537, Raja Basanta Ray Road; Kolkata: 700029, came to attend the problem but could not rectify the same. He charged Rs 225.00 (Rupees two hundred twenty five only) towards service charges & I paid it in full vide their invoice no. H 03997/A/2833 dated 13.07.2008. However, this problem still persists & being afraid of electric shocks, we operate the machine by switching it ON & OFF through the main switch on the board.
Against my complaint of a non-functional SPIN MOTOR, one of your service representatives Mr. Sital Bag from your same service centre came on 21.08.2008 & reported that the SPIN MOTOR & BUFFER are defective & needs replacement with new ones.
On 28.08. Mr. Sandip Das, again from your same service centre, replaced the SPIN MOTOR of the washing machine at my residence & in my presence. The metal housing of the SPIN MOTOR brought for replacement was rusty & appeared to me as a re-conditioned one. However, the BUFFER was not replaced as Mr. Sandip Das inspected & confirmed to me, on enquiry, that the same is in good condition & does not require replacement. Though the actual fact was that he forgot to bring the BUFFER altogether.
Mr. Sandip Das charged Rs 971.00 (Rupees nine hundred seventy one only) vide their invoice no. H 03997/A/3287 dated 28.08.2008 & as before I paid the said amount in full.
On 26.10.2008 (i.e. just after two months) I found that the REPLACED SPIN MOTOR not working again, & against my complaint no. NHCA 2704215 dated 27.10.2008 in this regard, two service personnel again from your same service centre came to my residence, inspected the SPIN MOTOR & BUFFER & reported verbally that the SPIN MOTOR has BURNT OUT & needs replacement again. On enquiry, they revealed that the SPIN MOTOR was not fitted properly the previous time & the BUFFER was leaking resulting in the said damage. But surprisingly, your representatives did not put any remarks on the SERVICE REPORT, neither did they serve me a copy of the same, though with their cunning intentions they got it signed by me, on the assurance that they will replace the SPIN MOTOR & BUFFER ABSOLUTELY FREE OF COST & send me a copy of the SERVICE REPORT in few days time. Kindly be informed, neither have I got the SPIN MOTOR & BUFFER replaced nor received the copy of the service report till date.
After my repeated follow up everyday since then, I was informed by Mr. Subir Ghosh of the same service centre on 03.11.2008 that the matter was still pending & I shall be informed over telephone in due course. However at about 4.30 p.m. on the same day, Mr. Sandip Das, (WHO REPLACED THE SPIN MOTOR INITIALLY) told me over phone that the SPIN MOTOR & BUFFER could only be replaced AT COST.
On my argument for replacement of the SPIN MOTOR & BUFFER, FREE OF COST, as COMMITTED by them earlier, & since the LOSS was caused due to POOR WORKMANSHIP & TECHNICAL INCOMPETENCE of the service staff, he threatened me that, if I refuse to bear the cost for the replacement, my complaint shall stand cancelled. Moreover he insolently added that I can go whatever extent I can to get my grievance heard.
You would no doubt agree that such behavior is least expected from a service personnel, who represents the face of an MNC like yours.
While on the subject, kindly note that I have already purchased, in this year itself, one LG 250 litre refrigerator & a LG microwave oven (with convection and grill). Furthermore, I was about to purchase a 1.5 ton LG A.C. (split type) which I have to re-think now, considering the unpleasant developments, as you would also understand.
I am very much apprehensive to use your products considering such disgusting experience, & furthermore I feel that I have done a great BLUNDER by selecting your products in good faith.
You would appreciate the fact that each & every organization is giving due importance to the CUSTOMER SATISFACTION aspect & treating it as a TOP PRIORITY to infuse confidence in consumers in order to create loyal customers & promote sales.
In view of above facts, may I request you to take necessary measures to get the SPIN MOTOR & BUFFER replaced (FREE OF COST) at the earliest to relieve me from further sufferings.
Kindly also note that, the DEFECTIVE SPIN MOTOR & BUFFER is lying with me & is available for your inspection.
Awaiting a favourable response at the earliest from your end.
Thanking you,
Regards
(HIMANGSHU KUMAR SIRCAR)
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