Srinagar

Srinagar

I have been using one of your washing machines (model VNA 811) for about eight years. During this period it has given us good service of course with due maintenance from time to time.

Somewhere during 2004 the servicing agency at Srinagar changed and we had to contact different people once something happened.

Recently the machine developed trouble. It would not meter the requirement of water for various cycles i.e. it would not stop flow of water and subsequently the water would continuously flow through the drain pipe and the washing would not take place. The defect was reported to the servicing agency and they sent somebody. He checked the machine, did something here and there and declared machine fully operational. He charged Rs. 200 for the first visit.

The machine when put to actual use did not operate normally and the same defect was again noticed. We called the agency again, the service engineer then asked us to get the machine to the worhshop.

We did so at a cost of Rs:300/- and his final word was that a pressure switch along with some other components have to be replaced. Since we knew that another service station is functioning at Jammu (we had got some spare parts at an earlier occasion from this agency at Gandhi Nagar, Jammu .We dispatched the machine to Jammu through a transporting agency and delivered it to the said agency. The machine we were told needed the replacement of the entire control panel board. Since we had no idea about the technique we decided that the replacement should take place as advised. We got the machine back on 1st June and when it was put to use on 2nd June 2005 we found is again showing the some trouble.(one old control plate was returned along with the so called repaired machine).This was brought to the notice of the agency on phone.

I showed my displeasure regarding the unsatisfactory service rendered at a huge cost (exclusive of Rs. 1050 transportation charges I had to incur).The response was totally surprising, the mechanic or so was instructing me to open some back panel and do something to a clamp and a pipe etc. I flatly refused and told him that I will not do it since I am not supposed to do anything with the machine and was not skilled to do such a job. In fact this, I believe, would render any warranty or guarantee void. He took my name and address and God only knows what he is going to do now.

Meanwhile I have to bring certain points to your notice these would be.

I. Any servicing facility you provide at Srinagar is not well advertised and we have to look for it whenere need arises. I know that more than one agency is currently working here. Do these all fall under the category of “genuine agency?”

II. I think the repair/servicing/replacement costs are too heavy. Presently I have to shelve out Rs 2740 for service and replacement of parts. Since I had to send the machine to Jammu and get it back this cost me an additional Rs 1050.This is apart from the charges paid at Srinagar for a visit by a service person as mentioned earlier.

III. Is it fair enough for a machine to be repaired at charges which are about 25 percent of the basic cost of machine. Is it not high and over burdening?

IV. You could impress upon the fixed service agencies to be more courteous and more purposeful as I did not find attitude of the Gandhi Nagar based agency, i.e., M/S B.A.R. Techno Service, 682 B/A, Gandhi Nagar, Jammu

(Phone: 0191-2458102/81030) - (Bill/CM No: 503, Date: 30.05.2005 under job

No: 47/J of 21/5) very satisfying.

V. Now for a month almost we are without the washing machine although we have taken due steps at due time everytime.

VI. I shall be waiting for your response. Here I give my full address:

N.A.Qureshi, B-50 Chanapora Colony (Near Girls High School) Srinagar 190015

Phone No: 0194-2433984

Nazir

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