Extended warranty from Chroma – Bad experience and Denial

Location/place: Mumbai

Name of company/service: Croma

I had a very bad experience with the Croma Extended Warranty Center.
1. The staff hung up without resolving the issue (even though they were unable to point out to the exclusion clause in the contract, I agreed to buy it if it was not working). But they would not be willing to send a technician to check if the sensor on the TV was working or not.
2. Refused to process a claim for replacement of a part of Rs.10, 000 on a washing machine was paid by us to the dealer on Croma’s recommendation to contact the dealer. The extended warranty covers it, and it has been some time since it was paid.
3. Some of the processes are so bureaucratic they would meet Government standards if not beat them. For example they would like me to provide a photo copy of the invoice to the technician when he comes (on another equipment) along with the complaint number that he provided me on the phone when I was driving (just send the details with the technician I can sign off or send me an SMS); the agents are not well trained or the parameters (the word used by them) are not customer friendly – wanted to know the relationship of the caller to the buyer? Let us wait and see what happens on the one equipment they have decided to send the technician!! I am not expecting much at this point unless they work hard and change my view about a TATA enterprise – they would lose a big croma customer.