Beggar Posted May 13, 2019 Share Posted May 13, 2019 (edited) I have (had) an expensive vacuum cleaner and it is still under warranty - producer is a big North-European company producing here in Thailand too. 3 months ago I sent it for repair under warranty. Until now I didn't get a repair nor a real answer when I will ever get it back. I always hear next week when I contact them. But "next week" never comes... Any ideas what I can do? Edited May 13, 2019 by Beggar Link to comment Share on other sites More sharing options...
Popular Post RJRS1301 Posted May 13, 2019 Popular Post Share Posted May 13, 2019 (edited) Contact their head office Email the CEO with a copy to Customer Relations, also the chairperson of board Edited May 13, 2019 by RJRS1301 3 Link to comment Share on other sites More sharing options...
janelaw90 Posted May 13, 2019 Share Posted May 13, 2019 Sad news, hope it is the last "next week" for you. Good luck. Link to comment Share on other sites More sharing options...
Beggar Posted May 13, 2019 Author Share Posted May 13, 2019 3 minutes ago, janelaw90 said: Sad news, hope it is the last "next week" for you. Good luck. I don't think so. Just before I got this email below from the headquarter in Thailand. At least they didn't say "next week" again. It is an endless nightmare. Somebody told me today that she has been waiting since October - same brand! Next week I will contact the CEO in Europe. Perhaps he can help. If not I have at least more and more evidence for a story on the Internet. We are so sorry for any inconvenience cause At this moment, we are waiting for the spare part once we have received it and we will let you know Link to comment Share on other sites More sharing options...
RJRS1301 Posted May 13, 2019 Share Posted May 13, 2019 31 minutes ago, Beggar said: I don't think so. Just before I got this email below from the headquarter in Thailand. At least they didn't say "next week" again. It is an endless nightmare. Somebody told me today that she has been waiting since October - same brand! Next week I will contact the CEO in Europe. Perhaps he can help. If not I have at least more and more evidence for a story on the Internet. We are so sorry for any inconvenience cause At this moment, we are waiting for the spare part once we have received it and we will let you know also cc the Customer relations manager and the chairperson of the board of directors , that way some one has to act Link to comment Share on other sites More sharing options...
Beggar Posted May 13, 2019 Author Share Posted May 13, 2019 5 minutes ago, RJRS1301 said: also cc the Customer relations manager and the chairperson of the board of directors , that way some one has to act It was not easy to find the email address of them but I think I got them. I will give Thailand one more week to react before I will go this way even if I think it is just another wasted week. I googled before to find other people with a similar experience with this brand here in Thailand. I am not alone and obviously still at the beginning of a very long waiting period ???? Link to comment Share on other sites More sharing options...
topt Posted May 13, 2019 Share Posted May 13, 2019 20 minutes ago, Beggar said: I googled before to find other people with a similar experience with this brand here in Thailand. Can you give us a clue? Begins with E perhaps? 1 Link to comment Share on other sites More sharing options...
Beggar Posted May 13, 2019 Author Share Posted May 13, 2019 16 minutes ago, topt said: Can you give us a clue? Begins with E perhaps? Sadly I am not allowed to write the company name here if I understood the forum rules correctly. But obviously you googled too. Link to comment Share on other sites More sharing options...
topt Posted May 13, 2019 Share Posted May 13, 2019 1 minute ago, Beggar said: But obviously you googled too. Er actually no. There aren't that many "big" Northern European vacuum cleaner manufacturers...... Link to comment Share on other sites More sharing options...
scorecard Posted May 13, 2019 Share Posted May 13, 2019 47 minutes ago, Beggar said: It was not easy to find the email address of them but I think I got them. I will give Thailand one more week to react before I will go this way even if I think it is just another wasted week. I googled before to find other people with a similar experience with this brand here in Thailand. I am not alone and obviously still at the beginning of a very long waiting period ???? Why give them another week? They've had plenty of time to react, to get the problem fixed and the product returned to you. Link to comment Share on other sites More sharing options...
Puchaiyank Posted May 13, 2019 Share Posted May 13, 2019 My story with electric lawn mower...worked well a few months then died...had a hard time getting company to honor warranty...send off for repairs...many weeks later received repaired mower...after cutting 1/2 of small yard...dead again...back to repair shop...been weeks...still waiting... Soon will be 1 year...warranty ends...fun begins...???? Link to comment Share on other sites More sharing options...
Beggar Posted May 13, 2019 Author Share Posted May 13, 2019 4 hours ago, scorecard said: Why give them another week? They've had plenty of time to react, to get the problem fixed and the product returned to you. Yes you are right. But a company here in Pattaya starting with the letter N on Sukhumvit Road took care of the case so far. They really tried to do a great job but simply were too shy to tell me the reality - couldn't achieve anything despite all their efforts. I will keep you informed about my results. The last time when a company made me unhappy with their service you can read at the link below. After this the product disappeared from the market. http://review-fujifilmfinepixreal3d.weebly.com Link to comment Share on other sites More sharing options...
TAILITYSA Posted May 13, 2019 Share Posted May 13, 2019 11 hours ago, RJRS1301 said: also cc the Customer relations manager and the chairperson of the board of directors , that way some one has to act I don't think so. Just before I got this email below from the headquarter in Thailand. At least they didn't say "next week" again. Link to comment Share on other sites More sharing options...
seajae Posted May 14, 2019 Share Posted May 14, 2019 nothing unusual here in Thailand, service can be very poor. We had a new Daikin air con fitted 2 years ago, its been playing up from around 6 months after we got it, I have messaged the thai office several times since and was told that my local agent will get in touch with us 4 or 5 times now in the 18 months and I am still waiting for them to contact us. They love getting your money but dont like having to do anything when the product has problems. Same with our new truck, when we got it I was told they would supply all the books in english for me(one of the reasons I took it), 12 months later and I am still waiting although they told the wife they can be downloaded and printed out, they got the money and dont giver a sh*t now, its a thai thing Link to comment Share on other sites More sharing options...
Beggar Posted May 14, 2019 Author Share Posted May 14, 2019 34 minutes ago, seajae said: nothing unusual here in Thailand, service can be very poor. We had a new Daikin air con fitted 2 years ago, its been playing up from around 6 months after we got it, I have messaged the thai office several times since and was told that my local agent will get in touch with us 4 or 5 times now in the 18 months and I am still waiting for them to contact us. They love getting your money but dont like having to do anything when the product has problems. Same with our new truck, when we got it I was told they would supply all the books in english for me(one of the reasons I took it), 12 months later and I am still waiting although they told the wife they can be downloaded and printed out, they got the money and dont giver a sh*t now, its a thai thing I have aircons of this company too. Sent letters first in English and then in Thai and also made calls to the service hotline and ... never got an answer too. But I remember a good experience. I have a big and heavy LG TV and the screen needed to be replaced during warranty. Sadly they sent only 1 technician and so I had to help him to repair it. I was extremely nervous to damage something but in the end we did it. An unforgettable experience. Link to comment Share on other sites More sharing options...
Fruit Trader Posted May 14, 2019 Share Posted May 14, 2019 Gave up with our Electrofux cyclone vac when basic filter parts needed to be ordered from Europe taking three weeks at ridiculous cost. Replaced it with a Hitachi old school cloth bag vac which at 1600W beats the crap out of any fancy 2kw cyclone nonsense from Electrofail. Link to comment Share on other sites More sharing options...
Beggar Posted May 14, 2019 Author Share Posted May 14, 2019 4 hours ago, Fruit Trader said: Gave up with our Electrofux cyclone vac when basic filter parts needed to be ordered from Europe taking three weeks at ridiculous cost. Replaced it with a Hitachi old school cloth bag vac which at 1600W beats the crap out of any fancy 2kw cyclone nonsense from Electrofail. In the end that means that it doesn't make any sense to wait for the repair of my vacuum cleaner... 1 Link to comment Share on other sites More sharing options...
VocalNeal Posted May 14, 2019 Share Posted May 14, 2019 (edited) Nothing sucks like an E........x Edited May 14, 2019 by VocalNeal 1 Link to comment Share on other sites More sharing options...
Beggar Posted May 14, 2019 Author Share Posted May 14, 2019 3 hours ago, VocalNeal said: Nothing sucks like an E........x I will take care of it as much as I can. It is not about the 4000 Baht I put in the garbage bin because I bought a product of this company. The real story seems to be that I am not alone and obviously they don't care much. This is very bad... Imagine I sell you something that stops working and I tell you - no I don't tell you - you just get on my nerves... This seems to be their philosophy. Link to comment Share on other sites More sharing options...
Isaanbiker Posted May 14, 2019 Share Posted May 14, 2019 On 5/13/2019 at 5:20 PM, topt said: Can you give us a clue? Begins with E perhaps? But it's an Electro Luxus thingy, right? Link to comment Share on other sites More sharing options...
Beggar Posted May 15, 2019 Author Share Posted May 15, 2019 10 hours ago, Isaanbiker said: But it's an Electro Luxus thingy, right? Don't want to write the company name. But it is a very sophisticated product. It is the first cyclone vacuum cleaner that you don't have to clean anymore. When it is full you simply throw it away and buy a new one. Link to comment Share on other sites More sharing options...
Beggar Posted May 15, 2019 Author Share Posted May 15, 2019 On 5/13/2019 at 3:05 PM, RJRS1301 said: Contact their head office Email the CEO with a copy to Customer Relations, also the chairperson of board After my email below they immediately promised me that it will be repaired and ready for pickup next week on the 21st - I will keep you updated: "I didn't get any response from your side. Obviously xxxxx can't fulfill the warranty here in Thailand because of a lack of spare parts for their products. At least after 3 months waiting for a fix this seems to be like this. Am I wrong? I will ask the headquarter in xxxxx if this is what they want. But it seems that they don't care much. Is it really like that?" If you need email addresses from people at the top of the companies this link might be helpful https://www.elliott.org/company-contacts/ Link to comment Share on other sites More sharing options...
Beggar Posted May 15, 2019 Author Share Posted May 15, 2019 2 hours ago, Beggar said: After my email below they immediately promised me that it will be repaired and ready for pickup next week on the 21st - I will keep you updated: "I didn't get any response from your side. Obviously xxxxx can't fulfill the warranty here in Thailand because of a lack of spare parts for their products. At least after 3 months waiting for a fix this seems to be like this. Am I wrong? I will ask the headquarter in xxxxx if this is what they want. But it seems that they don't care much. Is it really like that?" If you need email addresses from people at the top of the companies this link might be helpful https://www.elliott.org/company-contacts/ Just see by accident that text I copy is with black background because where it is possible everything is switched to black background on my tablet. Didn't realize this since my browser is switched to black background normally too. Sorry for this. At least I know now. Here the link for the email addresses again. https://www.elliott.org/company-contacts/ Link to comment Share on other sites More sharing options...
Beggar Posted May 21, 2019 Author Share Posted May 21, 2019 On 5/15/2019 at 12:52 PM, Beggar said: After my email below they immediately promised me that it will be repaired and ready for pickup next week on the 21st - I will keep you updated: Today is a is the 21st and you know what happened - nothing. This was their mail last week : Dear xxxx We are sorry for late reply Our spare part department just informed us that it will arrive at Nxxxx on 21/05/19 Best regards, xxxx Today I was told it will come tomorrow Wednesday for sure. The game they have been playing with me for 3 months already... Will keep you updated. But one thing is for sure - never will buy anything from them again. Imagine it would be a refrigerator or an aircon or other things you need every day and not "only" a vacuum cleaner. Link to comment Share on other sites More sharing options...
Beggar Posted May 23, 2019 Author Share Posted May 23, 2019 Still have tears of joy in my eyes. After only 94 days the warranty repair of my vacuum cleaner came to an end. But it only came to an end because I took the conversations the service center did in my own hands and made a lot of pressure at the company producing this vacuum cleaner. The Thais at the service center simply are too friendly and they told me that they were very happy when I intervened as customer directly. Link to comment Share on other sites More sharing options...
RJRS1301 Posted May 23, 2019 Share Posted May 23, 2019 1 hour ago, Beggar said: Still have tears of joy in my eyes. After only 94 days the warranty repair of my vacuum cleaner came to an end. But it only came to an end because I took the conversations the service center did in my own hands and made a lot of pressure at the company producing this vacuum cleaner. The Thais at the service center simply are too friendly and they told me that they were very happy when I intervened as customer directly. A Final Positive outcome, and you became your own ADVOCATE ???? Link to comment Share on other sites More sharing options...
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