India is now the world’s fourth-largest economy, with consumers having greater purchasing power and access to products from leading global brands. However, the after-sales service provided by some of these companies remains a serious concern. I purchased a Whirlpool refrigerator five years ago. Within two years, its digital display stopped working. It took almost 10 days for the complaint to be attended to, despite the company’s stated 48-hour response period. Recently, the refrigerator stopped cooling. After another 48-hour wait, a technician visited and said a senior technician needed to inspect it, for which I was charged Rs 650. After another 48 hours and a call to customer care, I was told the technician was ill and would return after a week. I was subsequently informed that the refrigerator had no refrigerant gas. Such poor service is unacceptable for a reputed brand. Indian consumers deserve timely and effective after-sales support. We need more Tukaram Mundhes in every state to ensure companies take responsibility for the products they sell. Otherwise, consumers wiil be left feeling cheated.
GREGORY E D'SOUZA, Siolim
