SUBMIT A COMPLAINT

Abansrepair of tumbler dryer

1
H Aug 18, 2018

Estimate number: kdw18f00023
Job card number: kohvdw010818f005
Dated 1st august 2018

Hoover tumbler dryer 8kh model: vhv68c-80

With much regret this mail is been sent in respect of the following.

1) the above captioned equipment was bought from abans show room kandy in december 2015. 2 months ago the equipment seized functioning and kandy service center was called. regret to say that the telephone numbers given are not attended properly and it is very difficult to contact the kandy service center, finally after much persuasion got the number of the manager mr. nuwan and was able to speak to him only once. after that he never responds to any calls. however, the defect was identified and a request was made to replace the main pcb of the unit. please note that during all these (it took several weeks) no one mentioned that we have to deliver the equipment to their workshop.
2) since it was very difficult to get a response from kandy, I had to push the kandy showroom staff to get me a contact in colombo and the number for the dgm service was obtained. after speaking to him I was able to get a little response from kandy.
3) finally the pcb was brought to the site and on fixing it did not function properly and the technician mentioned that the sensors could be defective and requested the unit to be sent to the workshop, which was done immediately.
4) since then I had to put a lot of effort to get any response from the kandy service center and finally was able to get the contact of ms kanchana who handled this matter. but getting a response from her too was very difficult. a revised estimate was requested for the complete repair and as of now I have not received one. only a verbal amount was stated as about 32, 000 slr
5) finally I received a call from ms. kanchana yesterday (16.08.2018) saying that the sensors have arrived and the repairs will be completed yesterday. and I will be receiving the new estimate yesterday, which I didn't.
6) today when I called I was informed that ms. kanchana is on leave and when inquired about the repair I was told that wrong parts were sent and it does not match and they have to get down new parts again. I questioned them as how if an equipment model and the part number is correctly provided that they received the wrong part and during this conversation the phone line got disconnected.
7) since this has taken too long and I was unable to resolve this and was unable to decide whether to get this unit repaired or buy a new unit, I tried to contact dgm colombo with no success.
8) finally with no other recourses left, I called the call center and spoke to one mr chamika and explained (complained at about 10.25 am today). while I was on line mr chamika contacted the kandy service center and was informed that they have the correct part and the repair is been done, which is very funny. first they say wrong part has been sent and the call center is being told that the correct part is there.

Questions:

1) being a well reputed establishment why is it so difficault to get a simple repair (not really a repair only replacement of parts) done and is so difficault to contact the service center??
2) why is anybody when contacted is unable to give a possitive feedback or atleast call or email us back as always promissed but not attended to??
3) whay can't an esimate or quotation provided properly??
4) howcome when the equipment is at the workshop the correct spare part cannot be obtained. telling that the part obtained was the wrong one??
5) after all this can we rely on the repairs done by your service center and how will we know that a proper job has been done??
6) and considering all this can anyone purchase any equipment from abans with an ease of mind so that they will have good use of it and get them rectified if there is an issue??

I do not know if this is a lapse on just one of your outlets or in general. but a lapse on one person too can affect the whole organization.

Will anyone who has resposibility in mind and care for the organization they work take these matters seriously.

Note: while typing this mail I received a call from a lady in colombo dgm's office inquiring this matter and was informed that I will be reached after looking into this. hope that promise will be fulfilled.

Thank you.
Note: after much effort the problem was not resolved and had to pull back the unit from the workshop.

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