Washomatic

Washomatic

Washomatic

I work in a garment factory and I am the senior fabric expert in my company. My companymanufactures denim fabrics and sends them to countries like South Africa. I prefer washing my clothes with my hands. But then my son planned to get me a new washing machine. He got me a washing machine twelve years back. The washing machine was a fully automatic machine with Fuzzy logic. My son gifted me this machine on 22 June 1996. I still have the bill and it costed around twenty thousand rupees. Though the machine was costly it was worth it. The washing machine worked well since then and it did not give any problems for twelve years. In July 2009 it stopped working and I feel that twelve years is a long period for any electronic equipment to work well. The washing machine gave some minor problems during its warranty period. I was saved as the company was reputed and they fixed the machine without any fuss. As a consumer I was lucky to get such a good company that responded to the problems.

The washing machine had an insurance cover and the process was a time consuming one. I had to send it to the franchisee for an inspection and wait for days together for their report. I was happy that I had to wait for only three days and on the fourth day I received their report. The inlet valve and the switch in my washing machine were not working; the company replaced it for me for Rs.1000. It was irritating to go through the formalities of the insurance company; I had to fill three forms that were of ten to fifteen pages each. The insurance company thoroughly inspected the machine, and sent me an estimate to repair the machine. After ten to fifteen calls, the branch manager of the insurance company replied to my request. The company offered me an AMC contract so that the company will take care of all the repairs in the future. After this problem, three months passed and one day I noticed that the spinner gave too much noise so I called the customer care and they sent a technician to fix it. The technician inspected the washing machine and gave me the list of items to be changed. I asked him to change it and it was fixed. It is a good thing that the companies come with an option of AMC nowadays. Consumers get an advantage of getting their problems fixed. During the AMC the company also provides free service and regular maintenance. I was surprised because even though the machine was under maintenance the machine had a problem. But I was not worried because I had a maintenance contract and I was lucky because the AMC was to expire in a couple of days. The company was good and they responded to my calls well. It is a very rare sight to see a company that values the consumerfocusesing on customer satisfaction and customer comfort. But other than these instances, the machine worked well. I am sure that every one of you is wondering which company I am talking about. The company is none other than BPL. BPL always has had a promising customer service. Though their products do not have all the advanced technology that other companies have, still they are good at what they are and what they implement. Endless support is something that BPL promises its consumers. It worked well for about four years. BPL should strengthen its support through service centers so that the consumers feel better. I recently visited BPL's website, it had a column for consumer complaints. I seriously doubt if they respond to this column regularly because I had put up a complaint in this column, and till this day I have not received any feedback about it. I put a complaint in their site about the quality of their products but it was of no use because nobody has answered it till now. I am not happy with the website either, it is not very friendly to the consumers. In cities like Chennai where there is water scarcity , the people here use ground water that is saline, BPL has to take some measures to make sure that their washing machines are compactable to salt water. As the saline water ruins the inner shell of the machine. I feel that BPL must come back and start manufacturing electronic goods again.

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