Afra Lootah sent a message to Joe Kaeser that said:
Good Day,
I am trying to reach out to the main company of Siemens and I hope you receive my complain.
I am a customer who have bought my first appliance from Siemens 13 years ago and bought new appliances recently for my new villa. let me first start by saying that I have always loved Siemens appliances cause when you buy Siemens you buy quality.
Unfortunately, I have been struggling with the customer service in Dubai since my first purchase and I have decided to purchase again thinking that the customer service changed. But to be honest it didn't. There are several reasons that makes "Betterlife" the official agent in Dubai have so many complains. I have family members and friends whom share the same opinion about them. That's the reason I am contacting your head office. I will try to be brief about the issues by mentioning them in points. And i really really hope get an answer. I mean spending such an amount on good appliances and getting bad service is such a disappointment and not worth it at all.
Those are the issue that I have personally faced with them:
13 years ago issue:
- The measurement of the whole was taken wrong so the installation of the hood was not ok and when I have contacted the person from their side he didn't give me a solution and ignored it.
Recent issues with them (which is my main problem since I have bought 3 appliances now)
- While booking an installation date, I always get a reschedule from the installation team and they don't take the notes that I give them seriously.
- I have to follow up regarding all requests like installing and technical issues. They ever call back to update the customer which is not the customer's job.
- I have requested twice to contact the supervisor and all the answers i get is that he is buys or on a lunch break or he would call me back and never did i get a call from him.
- When I call to follow up they have no clue about what I am talking about. I need to repeat myself over and over. It is like I am doing their job. They have no history about clients request until you start explaining about it.
- Now the hood that i have bought needs and extra piece of the shield because the sealing is high in my kitchen. So I have called to check if I can order this piece separately and they said it is possible. Ss they decide to send a technician to make sure that the size is good. The technician comes and does all the measurements and tells me that I will end up with 2 pieces of the shield since it comes in a set and it my cost around 700+ AED. So I tell him ok no problem as long as i get my issue solved. the technician reports back to the department and I don't get a phone call as usual for an update so I call them today to follow up and the lady tells me it will cost 1000+ AED. I tell that doesn't make sense its almost half the price of the whole hood and I only need the shield and she tells me well that is the price. I tell her I need the department who's in charge to call me as soon as possible.
I am very sorry that this email is taking forever but I need to include you in all the details to understand the frustration I am going through with them. I can't imagine that after 13 years the service did not improve and yet I have told myself it might be better that's why I have bought Siemens appliances for my new house. I love you products never did I need any service done for the hood I bought before 13 years and I know when I am buying Siemens I am buying quality. But with this service believe me it will never work. I really would love to hear back from you and find a final solution with the agent in Dubai.
Thank you.
Regards,
Afra Lootah
