024. A Refrigerating experience!

Kingdom of Bahrain

03-July-2010

It was a family decision (of course, after much deliberations) to go for an Indian product, when it came to a refrigerator purchase. But, much before converging in to a decision,  I had some other brand in my mind to go with.  The patriotic pressure from the other members of my family, viz. my wife and son were so strong that I was forced to change my obstinate thoughts, and ultimately had to give up,  and subsequently give in!  I wonder, how one becomes more patriotic as soon as the person exits the motherland!!

During that interim period (I mean, the time just before I was stamped as a proud "refrigerator owner in Bahrain"),  I remember,  the following were my cliche questions whenever I visited a friend or colleague, or while speaking with them over telephone :-

"Hello"

"How are you?"

"Is it a right time to talk?"

"No, nothing.. just called like that"

"How is your family?"

"In which class is your son(or, daughter)"

"Which school?  How is the school?  I want to check up for my son's admission too"

"But... actually, now I called you for something else...."

The last line of my conversation above,  generally gave an impression to the  party at the "receiving end" that I was calling him specifically for some financial help or something more embarassing for both of us!!!  So, I always had to clear off the bad air immediately -  before he disconnected my call citing some weird reasons!

"No, just wanted to know - what fridge are you using?"

"From where did you buy that?"

"Which is the model?"

"OK. Will check up.  In Manama?  Thanks!"

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It was in August 2003, for sure. On an organizational interest, let me camouflage the brand of the refrigerator as “XYZ”.

As "Operation Refrigerator", the trio, comprising my five year old son, my wife and 'yours truly'  devised a routine of having an evening walk (after my office hours) through Manama downtown.

Within a couple of days, we became thorough with the lanes and bylanes in Manama Souk - not only the roads and inner roads, but also the shops and the agencies that sold household equipments.

Impressed by the display models (of refrigerators, I mean), we got into a shop on the fourth day of our “research”. The display models kept in those shops reminded me of those saree-clad dummies in any Indian textile shop.

Quite in sync, 2x2=4 eyes (of mine and my wife’s) caught hold of a white colored refrigerator, which matched our criteria, almost. The price slated was also reasonable. We noted that the same refrigerator was tagged at a higher price two days back when we visited the shop as a part of our “market survey”.

After a meticulous analysis, we selected the same refrigerator and the deal was closed by end of August.  After a tiring research and an economic survey, I slept that night peacefully, without knowing that I had added one more item to my "inventory of tensions".

* * * * * * * * * * * * * * * * * *

Fortunately or unfortunately, within two months, the General Manager of the Showroom, was destined to see a letter from me, as follows!    (Note aside to readers : BD stands for Bahraini Dinars)

Bahrain

October 6, 2003 ; 19:00 hrs

Dear General Manager,

I am writing this note with deep frustration and disappointment.

I purchased a XYZ 300L Refrigerator on cash down payment on 30.8.2003 for BD. 93 from your showroom in Manama.   Mr. Suresh handled the purchase and as promised, the same was delivered at my residence on 31.8.2003. But, on delivery, we noticed that the fridge looked different, when compared to a brand new one. (The showroom people insisted not to give the packing cartons as they were concerned about the wastage of space in my house for storing the cartons!!).  Moreover, we did not get the Warranty Card.  On checking up, I was told that the same was misplaced while delivery and would be delivered soon!

There were dust and minor scratch marks on the body and we were told that the same must have been occurred because of transportation. Not convinced by the reply, I informed Mr. Suresh about this observation and he maintained that the delivered refrigerator is a genuine one and there is nothing to worry about the same. Please bear in mind that we finalized on the purchase of XYZ, just to have an Indian product.

On 23.9.2003, the beeding (gasket) was found detached from the main door. (Photographs enclosed). According to my knowledge and XYZ International website, the gasket acts as a sealant when the refrigerator door is closed so that low temperature inside the refrigerator compartment is maintained. This resulted in spoiling of some food stuff. The case was reported to Mr. Suresh and also to Mr. Jacob immediately. Consequently, two technicians visited my house on 24.9.2003 and put the beeding (gasket) on to the groove and closed the case.

The same case reoccurred on 1.10.2003 and again, we reported the matter to Mr. Suresh who subsequently informed the Service Centre. As promised, Mr. Sajan, a technician came to my house the next day, viz. 2.10.2003 to rectify the case. He put forward two suggestions in order to close the case.

1. To take the refrigerator to the service center and get it repaired.

2. To replace the refrigerator.

Being a XYZ product and also is reportedly less than a month old, I was not willing to take up option No. 1 but, I insisted on option No. 2.

Sajan and myself spoke to Mr. Suresh from my residence over telephone (at my expense), about the replacement option and I was told that no 300L refrigerator is in stock currently and would be able to provide a 335L one, with an additional payment of BD 9.000 as the sale price of the same is BD 102. I went to your Showroom the same evening, to pay the differential. On request, I returned the old receipt in original and got a new one, with a different Control Sl. No. dated 2.10.2003 for BD. 102.000 (copy enclosed). Mr. Suresh promised that the refrigerator would be delivered latest by Sunday, 5.10.2003.

I have been persistently monitoring the delivery schedule and we were told by Jacob (quite arrogantly though) that the same would be delivered today, 6.10.2003 before noon. As I mentioned above, since the gasket is not properly aligned, there is a leakage of air from inside the refrigerator, spoiling the food stuff kept inside. I spoke to Mr. Jacob over telephone a number of times and his last statement at 16:49 hrs was that the same will be delivered today. He could not give me a tentative time as according to him, his technicians are not reachable on site. Till now, (19:00 hrs), the refrigerator has not been delivered.

In view of the above, I would like you to refund me the paid amount and take back the refrigerator with immediate effect.

This may please be accorded top priority. An urgent reply or action from you is anticipated.

Best Regards,

Renjith

* * * * * * * * * * * * * * * * * *

As a follow up from an angry customer, I dug out the number of the General Manager from my reliable sources and made a "greeting" call to him, the next day morning.

Thankfully, due to the General Manager’s intervention, there was an internal inquiry on the incident. It was found that the refrigerator piece which the showroom people had delivered to me was just a display unit. I found out that the reason for different prices on different days and also non-availability of proper packaging or carton was also due to that!   This sale was not approved by the Management (or that’s what I was told!!)

After a day, Jacob called me with a notable, 360-degree different salutation as “Sir”, and he conveyed to me, their Management decision, to refund me the paid amount and take out the white elephant from my house.

The 'white elephant' was forcefully taken out, clearing space for another refrigerator of my choice (reserving my patriotic thoughts for more valid reasons).

To end the note – “We lived happily thereafter!”

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NB : This note, I presume would be beneficial to those who wish to buy household appliances while setting up a family!!!

(C) Renjith P Sarada, 2010.  All Rights Reserved.