I had purchased Usha Lexus 35 ltrs storage geyser on 26 Sept 07 from Army Head Quarters Canteen,Q Block Rajaji Marg New Delhi110011.The 35 ltr storage water geyser had a container leakage in Nov 07. It was replaced through CEE ELL traders Sector 27, NOIDA from your Ghaziabad Godown by me personally on 29 Nov 07. The dealer was cooperative but could not accommodate the replacement immediately and could provide replacement only after 7-8 days as per his transport movement to godown to Ghaziabad.
The replacement provided by Mr Rahul(Customer Support rep at Ghaziabad) appeared an old reconditioned and repaired piece (serial no HP 2610PD0203) to which I showed apprehension but he assured the quality of the product. The replacement geyser again failed in Jan 08. The service engineer has checked it and confirmed poor quality at two places. The container was corroded from inside and the element had fused. I underwent the agony of collecting a replacement from the Ghaziabad godown again on 04 Feb 2008 due to similar limitations as stated above. It needs nobody’s imagination that in the severe winters, it is impossible to survive without geyser for 8-10 days and the service backup should be immediate.
The matter took a more serious turn. The replacement provided by the company (ser No HP 2610PD0168) on installation did not work. It again appears to be a reconditioned geyser from the face of the pipe connection which has grip marks. I informed about the same to Mr Rahul immediately and was told that nothing can be done since the market was closed the next day. I called up the corporate office at Gurgaon on 05 Feb and spoke to Mr Vinay at 10 in the morning. He assured all the support followed by call from Mr Rahul that somebody will attend to the complaint by evening but nothing moves here unless u move thing yourself.
For a geyser which has costed me Rs 4123/- , I have invested nearly 7-8 days effort on both the occasions and to and fro transport twice which definitely is many times the cost of geyser and the geyser remains unserviceable. Making things worse, there is no compassion from the company’s customer support division so far and the basic courtesy of making a tele call in case if the complaint is not being attended is concerned. As a consumer, I m expected to be on a watch out for service engineer in place of him looking for me.
There is a definite requirement of quality improvement and promptness in after sales service. I m an army officer posted in field area and lady finds it difficult to fight this battle all alone. It was fortunate for her that I was around on both the occasions to help her out to wriggle out of the battle. Right now I m in town for 5 days and will leave back on 06 Feb 08. 15 days have already passed since the day the geyser has packed.