Location/place: Hyderabad
Name of company/service: Electrolux
I purchased an electrolux oven from a retail store. After using it for 3 months the touch panel of the oven stopped working, and we weren’t able to operate it at all.
The oven is still in warranty. I lodged a complaint with electrolux and I clearly informed her that I wasn’t able to find the receipt of the oven and checked with her if she can take my complaint to repair the oven under warranty. She said she has all my details and confirmed my phone number as well, and informed that they can take care of it, and would send an executive to my home address which was already there with her. After 5 days of lodging a complaint an executive came our home, and he even refused to touch the oven saying he can not touch it without seeing a receipt. We told him that we have already informed we do not have a receipt, but he acted so rude that he did not even care to listen to us, and left off from there.
I called up customer service and spoke with a supervisor there, and as I was just telling what all has happened, and the guy started off even without listening to me saying that is correct and we can not help without the receipt. When I told him that I have already informed about the receipt and after that they have sent the executive, he said that they need a receipt and was not even willing to listen to me nor he was trying to give any alternative. When I asked why did they lie to me saying they will take care of the situation, he started asking me the time and name of the executive with whom I spoke, I told him how do u expect me to remember the name and he said sorry he can not help.
We tried searching for a receipt and found the receipt. After finding the receipt, I lodged another complaint on June 13, 2013 and they sent the same executive that came first time. He checked the receipt and other papers and wanted to see the oven this time. As the oven was not in use for few days we covered it with a cloth on it to prevent from dust, this guy pulled off the cloth and throwed it aside saying we shouldn’t cover it. That was a first rude instance in this visit. He wrote some number from back side of the oven and left off saying he will come back in 5 days. He came back on June 24, 2013 (after 9 days, whereas he said he’d come after 5 days), he came at 6:45 PM that day, as that is the busy time to prepare dinner, my mom informed that we are busy in Kitchen and asked he could’ve come in day time, he informed that this is the only time he can attend a complaint in this area and just walked out. I again called up customer service and informed about this and they said they’d said they’ll send the guy again, but no body has turned up till today June 25, 2013.
This is one of the worst customer service I have experienced so far. Their staff doesn’t even know how to address a customer, and forget about the soft skills. They treat as if they are doing a favor by talking to us. I seriously want the authorities to look into this and take an action on this pathetic company. The rude executive name who came to check the oven was Arshad.
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