I bought a Symphony Cooler Diet 22i fand.
In 5 days the new product stopped working. It’s 48 hrs since I lodged the complain and no one is bothered to attend the issue. The Bombay Service Head says that "All consumer companies work in the same way and don’t expect any quality service from any brand company".
The product seems to have lots manufacturing defects, which you discover only after using the product. They have "shitty" customer support. They have no replacement policy and once you buy the product, your life is ruined in chasing them to service the product for the rest of your life. PLEASE PASS THIS INFO ANYONE WHO MAY BE INTERESTED IN BUYING SYMPHONY PRODUCTS.
Here’s the drama that took place when the service guy visited my place. After 48 hrs of lodging the complaint with the call center and after several followup calls(since I did not get their complaint number by SMS as they promised), and speaking with the regional service head Vinay Vani, I managed to get calls from a technician to say that he’s coming. This technician kept calling me from railway platforms, traffic junctions and promised to visit in the morning and landed in our place around 3pm. This is what unfolded after he visited:
Technician did not have any ID card or company card
He had no proof to show that he is part of Symphony
He was looking like a school kid, just passed out of 6/7th Grade
I did not allow him inside and asked him to call the service head
Then he pulls out a data sheet of Symphony certificate issued to another company called Ujwala Enterprise(he was trained by Ujwala in Feb 2015)
I spoke to the Mumbai regional service head(Vijay Vani) who confirmed that Ujwala is Symphony’s 3rd party service agents. Subsequent to this, I allowed the boy to inspect the cooler
Within few minutes, he opened the cooler box, removed almost all the PCB’s, the motor, the pipes and started replacing them one by one with what he had brought.
I stopped him and told him that I do not want part replacement, but the entire cooler should be replaced with a new one since it’s a brand new cooler
He spoke to his company who intern told me that they can’t do anything and I have to talk to Croma(from where I bought the machine)
Croma said if they certify it’s a defective product, they will give replacement. However the Symphony regional head refused to certify and said that they will repair and make it functional
I lost my cool and asked him to pack everything and told him to leave behind his bag, his tool kit and go out and speak to the concerned person for replacement of the new machine
Croma manager told me clearly that I should not leave that boy and demand for entire machine replacement and not part replacement. They also spoke with several other senior people in Symphony and told them that it’s not right on their part to replace parts on a 4/5 days old machine
Next 2 hours was a big drama and I started receiving calls from Symphony HQ, Customer Care Head, Regional Sales Head, VP Business development etc. Everyone asked me what is the issue and why I am holding the technician’s bag and not allowing him to go. They said the boy has many other complains to attend and I can’t hold him. For all of them I maintained that I will not release the tool kit of the boy who is siting down in my building, unless, I get the new machine as replacement
Then the Regional service head Vinay Vani called and sent me a text message that I can’t hold the technician like this and if I continue to do so, then they will send Ujwala Enterprise owner with the police to my place
I informed Vinay Vani that another senior police team is waiting near my house to arrest Ujwala Enterprise owner, the technician and the Regional Service head of Symphony since they cheated me and Ujwala Enterprise sent someone into my house in the pretext of checking the cooler. I warned him that if the replacement does not take place by this evening, the police team will come to their door step and arrest all the people involved in cheating the consumer and expose Symphony with their poor handling of customers and sending unauthorised people to residence in the pretext of servicing as this constitute high security issue.
Within the next 10 minutes, I started receiving calls one by one from Ahmedabad, Nashik and other senior executives of Symphony, the customer care head and national service head, the product head etc. One of the senior person from their HQ(Ahmedabad) apologised over the phone for what had happened and confirmed that they will give me a new cooler as replacement and I can collect the same from Croma and I must release the tool kit of the boy and allow him to go
Soon after Croma manager also called me and informed me that they have a packed piece and they will replace it immediately
I took the defective cooler to Croma, Belapur and replaced with the new one by 8:30 pm
What a sick process to go through? The new machine is woking fine now and I hope it continue to function properly.
PLEASE SHARE THIS INCIDENT WITH YOUR FRIENDS AND WARN ALL YOUR FRIENDS/FAMILY MEMBERS NOT TO BUY SYMPHONY PRODUCTS.