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सफलता की कहानी / Success Story #2426690

NCH Docket No.: 2426690 Dated: 2020-12-04 Sector: Consumer Durables
Problem Reported: Consumer had purchased a double door refrigerator in the last week of June 2019 and paid ₹31200. He found that the product was defective and stopped working soon after purchase. He booked his grievance with the company’s customer service center and tried to get issue resolved. The technician and service center people did some repairs and convinced him that the product was not a defective one. However, the problem happened more than 3 times in the warranty period of 12 months, and consumer had raised grievance ticket four times. Thereafter, he was advised by the technician advised not to book a grievance with the company anymore and instead gave his cell number to contact number directly if the issue came up again. After completion of warranty period, the company advised him to get repairs done by paying ₹5000 + visiting and Transport charges. As there was no other option, he got it repaired it by paying 3500 service charges and 1500 transport and labor charges in mid October 2020. In spite of all these expenses the machine stopped working again after 40 days of repairs, and was advised him to get it repaired by paying money again. However he reminded the service center people about the multiple grievances made when it was in warranty period and requested to replace it as it had a manufacturing defect. The supervisor of service center gave a commitment that he'll talk with company manager and get it replaced shortly but he stopped responding to the calls after multiple reminders.
Escalation by NCH: As the company is a convergence partner of the National Consumer Helpline, the Company responded on the NCH Portal that “Replacement Done" As per customer his appliance replaced and delivered at his place
Consumer Remark in INGRAM: Excellent, Really appreciate the help of portal for resolving my house durable issue... Thank you so much
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