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सफलता की कहानी / Success Story #3054742


NCH Docket No.: 3054742 Dated: 2021-10-25 Sector: Consumer Durables
Problem Reported: Consumer had bought a branded washing machine from an online shopping portal in the second week of August 2021. After about two months, he started facing an issue with the machine’s spinning as it made a lot of noise, and he raised a service request to the company. The service team closed his request just because he didn't answer a call they had made. However, the next day a service center technician visited his home. Consumer was surprised as the service team had already closed his request, and still the technician visited. The technician took the picture and said that he would talk to the service center and report this ‘spin’ issue and promised that within 2 days the ‘part’ would be replaced. However, 10 days later he spoke to them, and the technician who had visited his house 10 days earlier wanted proof that he had visited his house and said it was a spin issue. Consumer called the company’s Customer service several times, and every time the representative made fake promises.
Escalation by NCH: As the consumer Durables Company is a convergence partner of the National Consumer Helpline, the grievance was responded by the company on the NCH Portal stating ‘Product Replaced.’
Consumer Remark in INGRAM: Excellent. Thank you, you are always helpful. Keep up the Good work
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