During my first few months
here I was quite disappointed with the level of service that is present here in Sri Lanka. They are nice people, very kind and
even-tempered but their customer service sucked. The state of customer service remained the same or maybe
reached an “acceptable” level as we lived here longer and experienced more
moments needing some help whether it be while shopping, dining or getting things
fixed.
So imagine my surprise
when we got an amazing service by Abans (one of the biggest appliance supplier in Sri Lanka). Our experience of their service in the
past was very frustrating. One
major repair we had was the refrigerator that took a good month and a half to
get it to its full working condition – not to mention the numerous follow-ups
and the broken promises (they said they will pick up the unit at a particular
day and time but did not). But
just last weekend we were in for a treat.
Our washing machine broke down Friday evening. It is a horrible thought not having a working washing
machine especially if you’re cloth diapering and your baby is a nappy killer
(haha!). I was bracing myself for
another frustrating debacle with the whole repair process. The next day I searched for the number
of Abans Customer Service and was quite surprised to see that they have a
24-hour customer service hotline.
Wow. Unheard of! Anyway I was still a bit weary because
it was national day and even Odel, the biggest shopping mall was closed but I
tried it anyway. There was no
answer. Typical. Then I got a phone call from the
hotline. They said they will send
a technician within an hour.
Really? I’m already
impressed. The technician came
truly within an hour! Now I’m
really, really impressed! He fixed
the unit right there and then. He
couldn’t quite explain what was the issue with his limited English but told us
it is working now and if it breaks down again they will have it picked up and
repaired in their warehouse. Fair
enough. Now, almost a week later
it is still working crossing my fingers it will not break down anymore! Plus we didn’t even get ripped off as
they have a constant fee of Rs. 1,500 (around Php600) for the home visit in our area.
I’m surprisingly happily
serviced la vida Lanka!
If you are in Colombo and
your appliance is need of repair, here are Abans’ 24-hour Customer Service
Hotlines:
Refrigerator and A/C:
0712514514
Other Appliances:
0714557557
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