Aug 02, 2006 05:02 PM
6984 Views
(Updated Aug 27, 2006 10:22 PM)
Disclaimer: This review is about Electrolux service in Bangalore. For want of a dedicated service section, I posted it here. Thanks!
Update on August 27, 06:It has been over a month and I have not heard from the Service Manager or the Sales manager who promised to get back with an update on the small pipe. I am going to call the service centre and get the email id of a senior manager and will mail this review to them. Lets see what happens. Watch this space!
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My ordeal with Electrolux service folks in Bangalore started on July 21, 06 when I called them to check my 4 years old washing machine which had a leaking pipe and a broken temperature knob. The lady who attended my call promised to send the engineer on Saturday July 22, 06. The whole of July 22, 06 I sat with the reference number in my hand (21364) and my eyes trained on the door and fidgeting with the mobile for a call from somebody. When I started calling up the service center at 5:00 p.m. the lady informed me that the service engineer would be there any moment and that I should wait (rather continue the wait). At six when I checked and requested to give me the mobile number of the engineer, I get a reply stating the engineer does not have a mobile. Now in an age where milkmen have mobile phones, a service engineer being so disconnected came as a surprise. I hung up after the lady assured me that the engineer would be at my place before 7:30 p.m. The same time on Sunday to passed by and there was no sign of the service engineer.
Come Monday, I was back to my chasing spree. Again I got assurances that on July 29, 06 the person would come to my place. I work on the other days, so Saturday is what I get to do all these chores. Cut to Saturday July 29, 06 at 14:55 I get a call from the service engineer from his mobile!! Presto he procured one between last week to that date. Anyway he came over and checked the machine, tweaked something and announced that he would have to come back on Monday with the pipe and knobs. The all trusting me requested him to call me and fix a time for the visit.
Again the waiting game began as Monday and Tuesday passed and I got no call or update. When I called up the service engineer, he promptly replied that the parts are not available so I did not call!! Huh!! Whatever happened to keeping your customers informed? Updates anyone? I had had enough and then I called the dealer from where I bought this washing machine and asked for the next step. He advised that I call their sales manager and gave me the mobile number. This is the funniest part. The Sales manager promised at 12:00 noon to revert in 10 minutes and its been 5 hours since then that I am waiting. I sent him an SMS too :(.
If the Sales manager is so responsive, then is itsurprise how the service team is....
I am tired and surprised about the levels of customer responsive by this Electrolux team. The product has serviced me so well for the last 4 .5 years but the last 2.5 weeks, the service team has created havoc!!
Sad and waiting for reprieve....
