Dubious Service Practices, Expensive Spares. Review on Kenstar OM-20DGQ

*Review on the Kenstar OM-20DGQ Microwave Oven

Why I Bought It*

I bought a KenStar(Model: OM-20DGQ) microwave in February, 2006 for a little more than Rs.4100(excluding taxes) from a dealer in Kankurgachi, Kolkata. The following is an account of my experience with this appliance, spanning almost two years. When I visited the dealer's showroom, I considered a range of microwave options from different companies, before settling on this model. Since I'm a bachelor who is not living in my hometown, I did not need too many features in my microwave. Price was an important consideration. This model seemed to fit my criteria the best. The first year went fine, and my warranty period passed without any major issue.

What Was The Problem?

Well into the second year, the microwave developed a snag. On opening the door, the microwave would start creating a jarring noise(different from the buzz created during cooking), and the glass plate would rotate only slightly. This would stop immediately after I shut the door. While attempting to heat or cook food, the microwave would again create the same jarring noise, and again the glass plate would rotate slightly(and not continuously, as during normal operation).

Notifying KenStar

I called the dealer to report the problem, and they directed me to the Kenstar call center in Kolkata. The call center gave me the complaint number for the problem.I would like to note here that the call center executive made a rude comment about the length of my surname(!).

Initial Inspection By Service Technician

A couple of days later, a technician from MECO, the authorized service provider in Kolkata, came to my house to inspect my microwave. After a brief inspection, this technician told me that the problem lies in a faulty Printed Circuit board(PCB) in the microwave. He said that I had two options now - either repair the PCB with a three month warranty, orbuy a new one with a one month warranty. He said that repairing the PCB would cost me Rs.700, while buying a new one would cost me Rs.1500. I told him that I would prefer buying a new PCB, though it would cost me almost 35% of the price at which I bought the microwave. He charged me Rs.170 as service charges and handed over a Service Call Slip for the same amount, containing the remark: "P.C.B. Defunct". He then left my house after informing me that it would take three or four days for the new PCB to be installed. I did not hear back from MECO for four days.

Following Up

On the fifth day, I called the same Kenstar call center as I did earlier to inquire about the delay. They informed me that they would immediately follow up the matter with MECO, and also gave me MECO's phone number, asking me to get in touch with them. I called up MECO and spoke to them about the problem. They told me that it would take three more days to fix the problem. However, later in the evening on the same day, a person from MECO called me to inform that the new PCB had arrived and could be installed in my microwave in two days. But there was a catch.

The Catch

He went on to say that company rules stipulate that when the new PCB is installed, the old PCB should be returned to the company. When I asked him why I would have to exchange my old PCB when I'm making an outright purchase of the new PCB, he said that he could do nothing about it since those were the company rules. He added that the company would give me a discount of Rs.100 for returning the old PCB. When I told him that I did not need the discount, he insisted that anyway, because of the company rules, the defective PCB would have to be strictly returned upon installation of the new PCB.

Fixing The Problem

As scheduled, two technicians from MECO arrived at my home two days afterwards, replaced my microwave's PCB and fixed the problem. They reiterated that according to company rules, the customer would have to give up the old PCB in return for the new one. I paid them Rs.1400 for the replacement(I had to remind them before they gave me the Rs.100 discount). They took away the old PCB. Now my microwave is working fine.

Dubious Service Practice

I own several electronic goods, but this was the first time that a service person has insisted that I return a defective component when I am making an outright purchase of the replacement. I find this practice to be dubious. I think the company will probably recycle the defective PCB and sell it to someone else. This would give them double profit on service.

Exorbitantly Priced Spares

The exorbitant price of the replacement PCB is also unfair. Surely, KenStar does not expect customers to believe that the PCB costs 35% of the total cost of the microwave.

Epilogue

I sent an email to Kenstar at the email ID mentioned on their website, seeking clarifications regarding their service practices. A response is still awaited.