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सफलता की कहानी / Success Story #2506110


NCH Docket No.: 2506110 Dated: 2021-01-16 Sector: Consumer Durables
Problem Reported: Consumer had purchased a submersible water pump motor in mid March 2020 by paid ₹ 10456/- . After using it for around 8-9 months, as there was an issue, consumer raised the grievance with the company. The very next day a technician attended to the grievance and confirmed that the motor was damaged and required re-winding. The warranty paper and bill were handed over to the technician on his request. The technician spoke to his manager who refused to consider it for free repair as per the warranty terms. The technician handed over the Job Card with a note stating that the motor has to be brought to the Service Center for further investigation. When consumer spoke to the Dealer and narrated the incident, the dealer asked him politely to let the technician leave and that he would send his own technician and get it repaired. But the Dealer did not send any technician for the next two days and when he called the dealer multiple times, dealer asked him to bring the motor to his shop along with the warranty paper and bill, and offered to share 50% of the repair cost. Consumer declined and said that he wants the service in the warranty period free of cost.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the grievance was responded by the company on the NCH portal that “Replaced the product on 5th Feb. Customer Confirmation taken”
Consumer Remark in INGRAM: Excellent! I am satisfied with the company's response. I would like to thank this forum for solving this dispute. We can now close this case.
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