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Horrible Service by Sharp technician in Kochi
Mar 22, 2016 03:44 PM 4092 Views

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It's difficult to get a hold of yourself when all your hopes come crashing to the ground after spending a lot of money on a hyped product. This is with reference to the mental anguish my family has suffered because of our Sharp Fridge Model No. SHARP REF 431L-PK49M-SL.


Within a few months of using the fridge, it developed some kind of problem that led to spoiling of stored food, bad smells, some noise intermittently, and defrosting issues. We notified the service center and raised complaints. We were given the Ernakulam / Cochin service no.9048620362 from Fridgehouse (the dealer who sold us the fridge). Mr.Praveen (Mob-8891866954) claimed to be the Engineer from Sharp authorized service center (I use "claimed" here because his expertise as an engineer and as a customer service technician can be seriously questioned as we go along).


He came home and advised us to manually defrost the fridge, when the sole reason we buy a fridge from Sharp would be to utilize the technically advanced version to automatically defrost (I haven't seen a manually defrosting fridge in at least 20 years). This went on for 3 visits across 1 year. Each time we raised the same old issue, he would come over and repeat the same thing. My mother was handling the process and she thought the "engineer" knew better. The final nail on the coffin was when we raised the same issue again during the first half of August 2015. We called up the Ernakulam Service no. and again placed our complaint. They said that an engineer will come. When no one turned up, we contacted M/s Fridgehouse in person and told our complaint. Fridgehouse then directly called up the service center and said that a person will come to rectify the complaint. We appraised them that the guarantee period will expire on 21-8-2015 and they assured that a person will attend to our fridge before that and not to worry. Even then no one turned up. Then on 22-8-2015, Mr Praveen comes to our house and looks at the fridge and spontaneously comes up with a suggestion that the automatic defrosting sensor has to be replaced. We told him to do the needful to rectify the problem which was causing even more agony. He then proceeds to tell us that our guarantee expired the day before and so it is not possible to do it. We told him that for the past many times when he had visited to address the complaint raised by us, he never mentioned that it was the problem of the sensor and that he never wanted to even check by replacing it, he smiled and said that he though the problem would be solved by manual defrosting. We informed him that the complaint was raised much before and it was due to his mistake that the guarantee period expired. But till date though we had contacted him numerous times and though he had assured us that he will come and fix the problem, no one has come and the problem still persists!


It is extremely shocking that even though Sharp is a company known for it's quality and highly technical products, its Indian branch is making the life of customers difficult. Why would a service technician behave in this manner? Is his salary linked to his not fixing issues in the guarantee period? Is this a company policy in India? It would be great to have the understanding of this particular scenario - is it a single individual's problem or is it a company culture? If it is an individual's problem, I'm sure you can do the needful. But if it is a culture, do let us know so that we can refrain from buying any more Sharp products and so that we can advice others too. It is only on the basis of the company name that people in Kerala, India, buy new products rather than go with the age old, tried and tested products. Our earlier fridge was Samsung and it served us on the upper side of 10 years. Was it our mistake that we believed in Sharp and bought this fridge?


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