I am facing the refrigerator problem from February 2014 till date croma is failure to provide the qualitative service within time. Croma person are giving only pain to me rather than solving the problem.
1. I had purchase the TV, TATA sky & refrigerator on 7th February 2012 with extended warranty period. Initially Croma didn’t provide me the invoice and after several follow up they provide the invoice on 13th February 2012. Further to that i did not received the delivery in time.
2. On 17th May 2013 required to change the TATA sky set box because of failures / problem.
3. In February 2014 I loged the complain regarding refrigerator problem but till 13th May 2014 they did not turned up and they arrived they replaced the defective parts with duplicate parts and not the original.
a. When I brought the issue to customer then they threatening me not to write the mails otherwise they will not provide the service during warranty period and also used the abusive language. Further they told me that Croma personnel are not responsible to provide service in warranty period. Please clear me who’s responsibility is this because I paying the charges to croma. This was not told to me during the time of purchase. Today i am feeling cheated and deceived.
b. They are offering me compensation amounting Rs. 200/- for negligence to provide their service from February 2014 to 13th May 2014 (please note that product is in observation).
4. Croma is failure to provide timely & qualitative service to me & my family therefore we suffer lot.
The narrative about cromas dissatisfactory service
1. In February 2014 I am facing the cooling problem therefore I had immediately call to customer care regarding the service days. This period I am follow up for the service but croma is failure. I had requested to transfer the call to senior but croma is failure to transfer my call to senior as well as providing the service. After continues follow-up in 2-3 finally junior had transferred the call to Pramila and she promises me to provide the service.
2. As per her promise service timing was 2 pm but till at 8 pm person has not came then again I had call and follow up to service persons as well as croma finally he came at 8 pm. This service person (Mr. Patil) is not concentrating the work at the time of work he continually on phone. He changes the part Relay & OLP.
3. After he went refrigerator having same problem then aging I had call to this person as well as Samsum on next day morning. When I had call to service person then he again start to shout and say that he will not because of holiday. Again I had call croma customer care and request them to transfer the call to Pramila but person has not transfer to praminal. I am continuously followed up to customer care as well service person for service. Finally service person (Mr. Patil) sends another person for service. These people again change the Relay & OLP part because of failures of the part. He is told me compressor is heating then I said to informed to croma then he told me he will informed to Mr. Patil. This is creating the question about croma service.
4. Again I am facing the same problem and calling to croma. Croma is starting to same thing like rather than providing the service they are start to giving pain to me. After several discussions with Junior and senior Chitra, croma had again sent to Mr. Patil with one more people. Both are check and saying that compressor is creating heat & told me they will keep on observation same thing I had informed to Chitra. I had informed to these service person from 1st May 2014 to till 5th May 2014 I am not in Mumbai. Therefore on 30th April 2014 Mr. Patil assistance has come and checks the product and again notified that the compressor having the main problem and other also. He promised me that the same will informed to Croma.
5. On 2nd May 2014 evening I am surprised because of croma closed the complaint by informing that their service person has told them that the refrigerator functions is OK. This is totally shocking to me. Therefore I had again called to Mr. Patil assistance and ask him what you informed to croma then he told me he notified to Mr. Patil that the compressor having the main problem and other also. Then how Croma / Mr. Patil closed the compliant.
6. I had called to Mr. Patil again for inquiry how he closed the complaint whereas you had not visited and you assistance told me he notified you that the compressor having the main problem and other also. That time he used bad words to me. Immediately I had the call and informed to croma customer care they promised me Chitra will call me before 12 noon tomorrow but till date she has not called.
7. On 4th May 2014 I had again called to customer care and requesting them to transferred the call to Chitra. They informed she is not available then again I requested to transfer to senior person then he told me no one senior person available. This is very shocking to me. Then I had ask question to croma person when TATA change their policy. Then he ready to transferred the call to senior person Senior person promised me he will provide service within 48 hr. why croma is not providing service. if he is in place me what they are doing?
8. On 5th May 2014 I had remind to croma regarding service within 48hr then Chitra transferred my call to croma service center person. I told him please check all part those croma has change because I have doubt about these part.
9. Croma send Samsung person for checking on 5th May 2014. He also told me there is compressor problem. For your ready reference again attaching his report regarding compressor change.
10. After reminding to croma about service within 48 hr on 6th May 2014 Croma send the Samsung person. He had changed the compressor. Please not that the compressor box does not show Manufacture date, batch number (other details) etc. only show the transport year 2010.
11. As per Samsung & croma information Compressor having 5 year warranty then this new compressor warranty is uoto 5th May 2019. Kindly provide warranty card for the same.
12. Also this person check the Relay & OLP those croma has change. Then he found that croma put duplicate part not Samsung part. Therefore he also changes the same. After completion of his work I ask I sign the report in observation and same thing is informed to him.
13. After completion of his work I had updated to croma customer care senior & service center person.
14. From 7th May 2014 I am updating observation to croma customer care on phone as well as mail.
15. After changing the Compressor still I am facing the refrigerator problem. I had complaint about this to croms mail, phone.
16. When complain to Mr. Ajit Joshi secretary on 12th June 2014 then Croma change the dumper on 13th June 2014.
17. Again I am suffering the temperature problem therefore continues follow up to croma regarding this I had received the service on 19th June 2014.
18. Again I had face the water leakage problem therefore I had registered the complaint to customer care at 10.29 am and request them to give me complaint number then your Employees are denying providing the same. Therefore I had send SMS to Mr. Kulkarni (Croma 3rd level person) the he replied to tell Mr. Vinesh and now Vinesh are telling me call on toll free no and follow the call logging process.
19. When I had registerd the complain online then I had received reply “Your complaint has been forwarded to Croma customer service. You should receive a reply from the company representatives within several days.”
20. On 21st July 2014 I had call to Mr. Ajit Joshi secretary and follow up about my complaint. She promised me she will provide the service.
21. After continuous follow-up on 22nd July 2014 samsung Jr technician visit the place but he was unable to find out the fault. In report I had clearly mention regarding the water leakage at the bottom center and water leakage is 5-7 ml at evening (7 hr) and in morning almost 15-20 ml. and request him to come at 7.30 to 8 am for again inspection.
22. On 23rd July 2014 I had remind the technician regarding the water leakage. He told me he will examine at 3 pm. He doesn’t came at 3 pm then again remind him. Then told me he will come after 5.30pm. but he doesn’t came at 5.30. therefore I had again remind him. Then he told me Samsung will send the senior technician tomorrow.
23. On 24th July 2013 Samsung technician come with his assistance. They found the water leakage. They had taken photographs of leakage. Model, bill copy and trold me they discuss with his office then they will communicate to croma as well as me.
24. But till I had not received any response from croma and Samsung.
25. Still compliant has not resolved. Therefore I had again all to Mr. Ajit Joshi Secretary on number 022 – 67613602. She gives me Smita number 022 – 67613798 / 9664381680 for follow up. But I had not received any response from these numbers.
26. Therefore I had again called to Mr. Ajit Joshi secretary. When she asked to Smita about my complaint then she informed that complain was closed. Please show me documentary event for the same. I am very shocking still I am not getting any service how the complaint is closed.
Till date problem is not resolve. Kindly replace the refrigerator with same specification or higher specification along with 2years warranty period. Also pay me all compensation for giving mental harassment and other charges like speed post charges, food loss, time etc.
Please refer letter dated 22nd May 2014 those sent to Mr. Ajit Joshi CEO & MD, Infiniti Retail Limited, Croma A Tata Enterprise and copy to Mr. Cyrus P. Mistry, Chairman TATA Group on 22nd May 2014
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