Dear Ms. Conchita, Thank you for your response. However, if Siemens is unable to consider simple appreciation of purchase amount to present value than the unilateral and arbitrary depreciation proposed by Siemens is not acceptable to me. In this case I propose refund based on pro-rata basis by deducting 4 years usage on an average service life of 30 years. The amount payable by Siemens is INR 48, 533/- However, I would like to reiterate that the particular refrigerator under consideration has failed to provide performance and uptime as expected because of unsolvable technical snag even after many attempts by Siemens for last 5 months which is attributable to manufacturing/design defects. This non rectification of refrigerator by Siemens has resulted appreciable amount of financial loss, loss of time and harassment because of Siemens inability to rectify the fault. Please respond as soon as possible in order for me to take a call for considering other options, including but not limited to raising the matter to National/International media agencies and legal bodies. Thank you. With Best Regards Satish SAINI B-501, Dew Drops Apartments, Sector-47, Gurgaon-122001, India Phone : +91 98110 80911
From: Rodrigues, Conchita (IN/SM-CSC) [mailto:Conchita.Rodrigues@bshg.com] Sent: Wednesday, April 09, 2014 8:01 PM To: SAINI Satish Subject: RE: Your Siemens Refrigerator Dear Mr. Saini, I appreciate your loyalty towards the brand, and the many Siemens appliances that you own. However in this rare case we have been unable to resolve the issue faced by you and it is only fair that we refund your money. We would be in a position to process the refund after considering the depreciation for 4 years during which the appliance was functioning. However we would be unable to pay you the interest and NPV effective the date of purchase. We would be glad to assist you to buy a new Siemens refrigerator of your preference from our existing range of offerings in India. Thank you for your cooperation. Regards, Conchita Rodrigues Head – Customer Relations (India) BOSCH & SIEMENS Home Appliances Group BSH Household Appliances Manufacturing Pvt. Ltd. Arena House, 2nd Floor Main Building, Plot No.103, Road No.12, MIDC, Andheri East, Mumbai- 400093, INDIA Tel: +91 (022) 6751 8088 www.bsh-group.com www.siemens-home.com/in www.bosch-home.com/in
From: SAINI Satish [mailto:satish.saini@thalesgroup.com] Sent: Wednesday, April 09, 2014 12:19 PM To: Rodrigues, Conchita (IN/SM-CSC) Subject: RE: Your Siemens Refrigerator Dear Ms. Conchita, Thank you very much for your kind response on the subject matter and your views are well appreciated. First of all let me elaborate the fact in my personal capacity that I have great respect for the Siemens as an organization in general and Siemens consumer appliances in particular as I have been using many Siemens consumer appliances since many years without much problems and with high grade of performance and uptime. However, the particular refrigerator under consideration has failed to provide performance and uptime as expected because of unsolvable technical snag even after many attempts by Siemens for last 5 months which is attributable to manufacturing/design defects. Let me also assure you that I again shall buy Siemens refrigerator irrespective of outcome of matter under consideration. You may also appreciate the fact that as a consumer my prime objective is to enjoy performance and uptime of appliance I own on a long term basis without much consideration of economics involved. Accordingly and in order to keep the things simple, I requested Siemens to replace my refrigerator with equivalent or higher model of brand new Siemens refrigerator at the earliest on free of charge basis. In my view the mechanism proposed by Siemens below is more of a one way commercial exit and is lacking a holistic approach towards a consumer from a reputed and world class OEM named Siemens. Nevertheless, considering your offer my counter offer options to solve the situation are as follows. Options-I Siemens to replace my refrigerator with equivalent or higher model of brand new Siemens refrigerator (KD56NAI50I). Upward price difference for higher model (as in open market in New Delhi), if any, may be paid by me. Options-II Siemens to refund INR 48,063/- in line with commercial status provided below. Purchase Date 9-Aug-09 Purchase Amount(INR) 56,000 Date Defective 5-Nov-13 Total Usage Days 1549 Total Usage Years 4.24 Siemens Depreciation Per Year 10% NPV after Depreciation (INR) A 35,824 Customer Yearly Interest Rate 10% NPV of Money Spent on 9 Aug 2009 (INR) B 83,887 Net Refund (INR) C=B-A 48,063 Thank you to confirm at the earliest to close the subject. With Best Regards Satish SAINI B-501, Dew Drops Apartments, Sector-47, Gurgaon-122001, India Phone : +91 98110 80911
From: Rodrigues, Conchita (IN/SM-CSC) [mailto:Conchita.Rodrigues@bshg.com] Sent: Wednesday, April 09, 2014 11:14 AM To: SAINI Satish Subject: Your Siemens Refrigerator Dear Mr. Saini, We refer your communication to our management about the service requirements to your refrigerator bought in August 2009. As the product required multiple number of service attentions since November 2013 we offer you a refund taking into consideration the number of years ( 4 years) the product was used by you. The refund amount would be Rs. 33600. You are requested to kindly confirm your acceptance of the same in order to initiate the process. Regards, Conchita Rodrigues Head – Customer Relations (India) BOSCH & SIEMENS Home Appliances Group BSH Household Appliances Manufacturing Pvt. Ltd. Arena House, 2nd Floor Main Building, Plot No.103, Road No.12, MIDC, Andheri East, Mumbai- 400093, INDIA Tel: +91 (022) 6751 8088 www.bsh-group.com www.siemens-home.com/in www.bosch-home.com/in This message is for the sole use of the intended recipient(s) and may contain trade secrets or other confidential and privileged information. Any unauthorized review, use, copy, disclosure or distribution is prohibited. If you are not the intended recipient, please inform us immediately by reply e-mail and delete this message including any attachment or copies thereof from your system.
From: SAINI Satish Date: 8 April 2014 7:31:27 AM GMT+02:00 To: “Hantscher, Marc (RAP/SM)” Cc: “Ottenberg, Karsten (BSH/CEO)” , “Ginthum, Matthias (BSH/CSO)” , “sunil.mathur@siemens.com” , “christian.rummel@siemens.com” Subject: Request for Replacement of Faulty Siemens Refrigerator Kind Attention : Mr. Marc Hantscher-Managing Director and CEO, BSH Household Appliances Manufacturing Pvt Ltd-India Copy : Dr. Karsten Ottenberg -Chief Executive Officer Mr. Matthias Ginthum -Chief Sales and Marketing Officer BSH Bosch und Siemens Hausgeräte GmbH-Germany Mr. Sunil Mathur-MD & CEO Mr. Christian Rumme-ED & CFO Siemens-India Dear Mr. Marc, At the outset, my sincere applogies to bother you on the subject matter. Just to brief you that Siemens refrigerator owned by me in India is down since beginning of November 2013 and Siemens has failed to rectify the fault till today even after many attempts. Siemens management has been well informed about this situation as per my below e-mails. Please acknowledge the fact that Siemens has failed to rectify the fault even after 5 months which implies that there is inherent design/manufacturing defect in the subject refrigerator. Please appriciate that house hold items are bought based on long service life under normal conditions. I also would like to share with you my last local made (Kelvinator) refrigrator served for about 30 years without any problem. The clear intent of buying Siemens, a world class top of the line product with more than thrice the price of local refrigrator, was to have a full potental minimum service life of 30 years. It is therefore humbly requested to please replace my refrigerator with equivalent or higher model of brand new Siemens refrigerator at the earliest on free of charge basis.Perhaps you may well imagine the helpless situation in a home with only refrigerator being down for so long and request you for an early confirmation in line with above requests. Thanking you for your cooperation. Kindly acknowledge receipt. With Best Regards Satish SAINI B-501, Dew Drops Apartments, Sector-47, Gurgaon-122001, India Phone : +91 98110 80911 From: SAINI Satish Sent: Thursday, April 03, 2014 12:02 PM
To: ‘sunil.mathur@siemens.com’; ‘christian.rummel@siemens.com’ Cc: ‘stephan.heimbach@siemens.com’; ‘marc.langendorf@siemens.com’; ‘oliver.santen@siemens.com’; ‘becker.alexander@siemens.com’ Subject: RE: Pathetic Support by Siemens for Refrigerator Repair in India Kind Attention : Sunil Mathur-Managing Director and Chief Executive Officer-Siemens India Christian Rummel-Executive Director and Chief Financial Officer-Siemens India Copy: Siemens-Germany Dear All, Thank you for enabling visit of Siemens service personals on 12 March 2014 who tried to rectify the fault once again. However, this is to bring to your kind notice that there is not even slight improvement from the previous conditions (auto defrost not working and intern no cooling) even after observing refrigerator for around two more weeks. Please acknowledge the fact that Siemens is not able to rectify the fault even after 4.5 months which implies that there is inherent design/manufacturing defect in the subject refrigerator. It is therefore humbly requested to please replace my refrigerator with equivalent or higher model of brand new Siemens refrigerator at the earliest on free of charge basis. As required, scan of Invoice attached herewith. Thanking you. With Best Regards Satish SAINI B-501, Dew Drops Apartments, Sector-47, Gurgaon-122001, India Phone : +91 98110 80911
From: SAINI Satish Sent: Monday, March 10, 2014 4:03 PM To: ‘sunil.mathur@siemens.com’; ‘christian.rummel@siemens.com’ Cc: ‘stephan.heimbach@siemens.com’; ‘marc.langendorf@siemens.com’; ‘oliver.santen@siemens.com’; ‘becker.alexander@siemens.com’ Subject: Pathetic Support by Siemens for Refrigerator Repair in India Kind Attention : Sunil Mathur-Managing Director and Chief Executive Officer-Siemens India Christian Rummel-Executive Director and Chief Financial Officer–Siemens India Copy: Siemens-Germany Dear All, I own a Siemens refrigerator since last 4 years as per details below. E Number KD49NX63NE/08 FD Number 8906 Serial Number 10046 Purchase Date 09.08.2009 The refrigerator developed a snag beginning of November 2013 (Auto Defrost Not Working). Complaints were logged at Siemens India service centers in mid-November 2013. Service personnel visited after a long delay and was not able to rectify the fault. It’s more than 4 months and said refrigerator is still completely down as of date as the Siemens service team is unable to resolve the issue despite of many telephonic calls to various Siemens officials as per details below. 1800-209-1850 +911149558807 +91899595803 I am hopeful that Siemens understand the inconvenience and sensitivity of only refrigerator in a home being completely down of so many months???. It is sincerely requested to please help sort-out this problem without any further loss of time before I report the matter to national and international media agencies including exercising of all legal options. Thanking you. With Best Regards Satish SAINI B-501, Dew Drops Appartments, Sector-47, Gurgaon-122001, India Phone : +91 98110 80911
Regards
satish.saini@thalesgroup.