Unauthorized service center

Q. Last year, R. Borja files this complaint with the DTI regional office in Iloilo City: "In June 14, 2001, I purchased a White Westinghouse vertical freezer from one of the distributors here. The freezer cost me P23,296, as the downpayment was P2,892 and the ten monthly installments were P1,602. There were another two monthly installments at P1,692 for full payment in 12 monthly installments.

On Nov. 14, I had the vertical freezer repaired. It was delivered back to me on Dec. 15 by Philacor Service Center. Knowing that it was still under the five-year warranty system, I was expecting to be changed only for the labor. Instead, I got a billing for P2,200.

On Dec. 19, I wrote Dante Santos, chairman and president of Philacor. I wanted to be satisfied that the services I received and the payments I made were legal and binding as far as the five-year warranty was concerned.

The following year, in September 2002, I had the same problem with the vertical freezer. I went to another refrigeration and aircon technician, who told me my freezer had a leak and was still covered by the warranty. The leak was in the hermetically sealed-in mechanism comprised of the compressor, evaporator, condenser and all other parts as well as the connecting tubing. If I had it repaired by the technician, he would have charged me less than what the service center initially charged me.

Did Philacor Service Center really comply with the warranty or not?"

Enclosed with Mr. Borja’s letter was a photocopy of the service warranty of Philacor.

A. A formal investigation and mediation was conducted to hear the merits of Mr. Borja’s complaint. According to former employees, Mr. Hautea and Mr. Ibardolaza, Philacor-Iloilo had ceased operations in November 2001.

After this period, they received a verbal message from Philacor-Manila to be the authorized Philacor Service Center. Up to the time this case was being heard, there was no written agreement to that effect. Therefore, they cannot accept repair of Philacor products.

They had set up a new repair/service shop catering to refrigerators and airconditioners, whatever the brand. They offered to assist Mr. Borja by replacing the defective parts at the cost of P2,000 with free labor and delivery charges.

This case has been settled amicably.

(You may send your consumer complaints and comments to the Bureau of Trade Regulation and Consumer Protection, DTI Bldg., 361 Sen. Gil Puyat Ave., Makati City. Call us at our consumer hotlines at 896-5740 or 890-4938 or e-mail us at www.e-reklamo.net.ph)