Thermocool heeds my call

Three weeks ago, I did a piece titled ‘How Thermocool sold me a bad freezer’. On the evening of Friday, July 5, when the article was published, I got a message from the customer care manager of Thermocool who requested for the number she can reach me on. This was later followed up with calls from the technical manager of Haier Thermocool who tendered their unreserved apology for the way I was treated by their staff.

Vikramjeet Singh, marketing director, Haier Thermocool, told me when he visited BusinessDay with the technical manager, Edward, that the CCF 219T freezer is a smart, reliable and energy-efficient freezer. “On the manual there is a warranty certificate containing the customer care number through which the customer could call if there is any issue,” he explained. “Whenever the number is called the problem of the customer would be given a professional attention. The issue that happened would have been averted if the number was called. In case you have issues like that next time you should call 0173033334. Somebody will just pick up the phone in any language and attend to your problem. Do not worry, madam, we would handle your issue.”

Edward was also quick to explain that the product, from the technical point of view, had no problem. The problem was just with the setting. “We are sorry for what you have gone through and the embarrassment, although on the manual there are directives on how to apply the setting and how the product works. We have service centres everywhere in Nigeria through which we could attend to our customers. The complaints did not go through the normal channel. Chika’s business is to sell the product to you and she does not know how to handle our own job. On the brochures everything is spelt out,” he said.

Singh also said the chest freezer comes with a CFC-Free refrigeration system, an interior light, super freezing mode, turbo freezing and a three-year warranty on cabinet and compressor.

“All our products were built to last bearing in mind the power situation in Nigeria. In fact, we have a set of washing machines out that come in various capacities depending on what you can afford. In Nigeria, we have two basic challenges. This washing machine can only work in areas where there is water supply. If you look in terms of employment of labour in Nigeria, you can use the small generator to operate the washing machine. We have seen that the weather condition is different sometimes in Nigeria. In terms of market, we have smaller sizes of machine which consumers could easily lay their hand on. In terms of fixing, you can fix it; it does not have much burden. The cost of living is high and everybody is minimising spending, so people are shifting in terms of buying the product.”

Edward did not fail to say they have the technical capability to handle all the technical problems of their products. “We have technicians who are trained and they know how to handle our products, so rest assured that after sales we can still help you fix the products if found faulty. We have about 26 outlets in Nigeria and also outlets in major cities apart from the main outlet. Here, these problems can be handled.”

At the end of the meeting, I was told a new freezer was on its way to my house. For two weeks now, the new freezer has worked well. It is freezing properly. Thanks, Thermocool, for heeding my call!

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