Dissappointing after sales service from Croma for warranty that i purchased with an appliance

Location/place: Mumbai

Name of company/service: Croma extended warranty

I purchased a Samsung Speed cook oven from Croma, Model Number CQ138SG. Inv # SLF02A002030012058 Inv Date: 21st June 2011 Time : 8.58pm

We registered a complaint regarding the oven, on 8/8/2013, Complaint no is 94536. I spoke to a Lady named Juliette. Because the first time i called and complained a few months ago and registered a complaint and did not receive appropriate service, i requested her to kindly not let that happen again. The engineer came on the same day, checked the oven and said that some part has to be replaced, and said that he will come with the part on Monday. He did not come neither did we receive a call explaining the status of the complaint. The next day (14/8/2013) i called on the toll free number again and explained the issue at hand. The lady said that someone from Croma will call and come the same day. I waited another couple of days before calling the engineer Ravi, and he gave me a number of a certain Mr. Bhavesh. I called Mr. Bhavesh and he said that he will call me the next morning at eleven as the office was closed on account of independence day, to let me know the status of the complaint. He hasnt called and his phone is not reachable.

i was made to buy a Croma extended warranty when i purchased the applince. I cant be treated this way for a warranty which i have paid for. It is not my duty to keep following up, on what is happening on my complaint. Croma has taken responsibility of doing the after sales maintainence AT A COST, and nobody is updating me about the complaint status.

The problem is not that it’s taking so long or that they do not have a particular part, it is just that the customer needs to know if the engineer is coming or no as per the promised schedule, if not then a call informing the same would be appreciated. I am a working person and it is not possible for me to take leaves whenever the engineer is coming and if he doesnt turn up, its a waste of my time. To top it all when we try to get in touch with the back office they are rude and obnoxious as if performing a free service.