Top positive review
5.0 out of 5 starsGood product but horrible customer service.
Reviewed in India on 29 May 2016
Wonderful product. Has everything and even more than what i needed. But the customer service is very poor. It took too weeks to run the machine.
When i dialed their toll free number on the first day, they took the purchase details and my address and told me that a representative will be sent after 48 hours.When i called on the 3rd day, the executive asked me whether the machine is fitted completely. When i said no, he told right away that he would come only after the machine is fitted completely and only to show the Demo. I was angry but didn't show it outside and just replied, 'i will call you after fitting the machine sir'. Seriously, what do they think of us, are we so dumb to not even know how to use the machine. What is the use of customer service when they don't come to fit the machine?
I went through the manual completely and found that the machine should be leveled using spirit level and the machine requires proper pressure. How am i supposed to do that myself without any of those devices in my home. When i called the customer care they asked me to ignore those instructions and fit the machine. Irritated to the core, i assembled the machine as instructed in the manual. Replaced the tap with a new universal water tap sold for specially for washing machines. When i connected the hose to the tap it slipped without sitting tightly with the tap. There was heavy water leakage. Got a plumber next day and he asked me to replace the hose with a third party hose. He said that the hose is too small and doesn't fit with the tap properly. Didn't understand whether it was tap's fault or the hose's fault, just followed what the plumber said.
Felt happy that the assembly was complete and when i tried to plugin the machine, the pin was way too big and didn't fit inside the socket. Confused what size of socket or how many amps it requires, i called the customer care again. This time he said he was free and will come to my home if the machine is assembled and that he is available only for today. Still i didn't raise my voice and just told my situation. He asked me to buy a 16 Amps socket to fit the machine.
I bought the socket and that too was so big. I couldn't replace it with the small socket in my switch board and had to cut the switchboard with hacksaw blade all by myself and fit the socket. All set and done. Switched on the machine. Selected the Drum clean program as the manual instructed me to do before the first use. Went well suddenly an error appeared "E:17". I was damned, palm on my face.
Again called the customer care and he told that there is some pressure problem and asked me not to do anything until the executive arrives.
They sent a technician next day and he refitted the hose and tap with extra accessories which came along with the hose. The device worked perfectly.
I was not happy at all. I raged on that person to change the way they serve the customers. My concern is, i could go through the manual fit the machine but what about the illiterate people who buy the machine. How are they supposed to read the manual which is in English and fit the machine.If the machine is assembled without proper leveling and encounters any repair, then the warranty is void. Either they should inform what are the accessories required and how the machine should be installed in Indian conditions or they should do all the work by themselves. I'm not some electrician or plumber to do the work all by myself.
I'm sure they won't change citing their time constraints of their representatives so, customers we have to ask about their customer service beforehand. My kind advice is, whatever be the brand of washing machine you buy, ask the customer care to give the complete instructions according to your home conditions.
