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Hi,<br /> <br /> <br /> Our 8 year old refrigerator wasn't cooling.<br /> <br /> 1. Registered complaint on wednesday, 9th October.<br /> 2. Service person came home, checked and said, gas needs to be replaced. Will send someone on Thursday to do so.<br /> 3. Thursday: Waited all of Thursday, no one turned up and no communication either.<br /> 4. Friday: Called up the local nos from which they'd called on wednesday, repeatedly, but no answer.<br /> 5. Finally called helpline, and was told will definitely be sending someone. Stayed put at home as unsure of when person would come. No one came and no communication either<br /> <br /> 6. Saturday: Waited till 12 pm hoping for a call, then called up helpline. Was told person will come by 2 as per status report. Asked to speak to supervisor, was put on hold for 10 minutes and finally forced to disconnect.<br /> 7. Nothing by 2pm. Called helpline again, got through after 4,5 attempts through the IVR. <br /> 8. Spoke with an executive who was at least extremely empathetic and courteous, and put me thru to the escalation point,Mr. Udit.<br /> 9. Udit got Cochin service rep on line on a con call. He says service engineer in some other loc, already has three appointments, cant do more.<br /> Q. So why was there a status report that he would come by 2 pm. Ans.No idea<br /> Q. What do we do now, when will they come. <br /> Ans(vague): Maybe tomorrow<br /> Q. Isn't tomorrow a Sunday? Ans. Yes<br /> <br /> Q. So can u give me a date and time, as to when to expect someone. <br /> Ans. Will get back. (No one has gotten back yet)<br /> <br /> Waited all of Sat, but no call back<br /> <br /> Sunday: Was amazed he'd send someone on Sunday, but obviously no!<br /> <br /> Monday: Began calling helpline from 9 am. Made at least a dozen calls(pls check), spoke to 4 , 5 different people, repeated story again and again. <br /> Finally got a call from Cochin service team. He wanted location details. When I started to ask, is someone coming, disconnected call abruptly.<br /> Called him back, and he says someone will visit one of these days,as a part needs to be replaced, spare not available. Will replace when it comes.<br /> I had to give him a piece of my mind, patience tested beyond a point. 'You never mentioned anything about replacing a part last week. You only talked about refilling gas and made us wait daily. On Saturday u said you would come and didn't, then said engineer busy, already has three appointments. If he had 3 appts why did u say he would come before 2 pm. You said you'd call and tell us when the person would come and u didn't. And now u say a part needs to be replaced, and will do it whenever available. Are u making a fool of us?'<br /> He disconnects call abruptly. Calls back after a while, says part has been magically found and engineer will visit.<br /> <br /> <br /> <br /> <br /> Customer losses<br /> <br /> A. Loss of valuable time: Waiting endlessly for 3 days, with no clue. Unable to leave home as unsure of when service engineer will come.<br /> B. Financial losses- Unable to leave home for work commitments or other requirements. Loss of business.<br /> C. Basic needs not being met as food getting spoilt. Unable to store anything or feed the family properly. Suffering to kids, family members. Mental stress, physical stress<br /> D. Mental stress, physical stress, time loss: Spending hours on the phone trying to get connected, repeating same story.<br /> <br /> Current Status<br /> <br /> 1. Spent the entire morning with ur team. Feels like im working for Samsung now. <br /> 2. Feels like we were being made to run around all this time with all kind of tales, being made a total fool of<br /> 3. Not to mention the inconvenience of food getting spoiled.<br /> 4. Have lost out on clients these last many days.<br /> 5. Finally engineer refilled gas, replaced part, charged Rs. 1953<br /> 6. When I spoke to him about waiver in charges due to delay, he refuses to acknowledge or take action instead was telling how there's no use of talking to anyone. <br /> <br /> <br /> <br /> Requirement<br /> <br /> <br /> 2. Compensation on loss incurred by refunding money spent<br /> <br /> No thank you for poor service<br /> <br /> Anupama Nambiar