Customer malpractices, wholly dissatisfied with the extremely poor customer servicing
Complain ID : JGJN024327 25
Tata Docomo Complaint
Complaint Date : November 15, 2016
I have a Aquaguard RO with Customer ID: 1011867906 and a 2 year AMC. I am wholly dissatisfied with the extremely poor customer servicing and fraudulent means that have been adopted by Eureka Forbes and its franchisee
1. Problem not rectified for 6 months: I needed to change my filter and have been asking to do so for the last 6 months. This has not been done and the excuse given is that there is a change of address that needs to be updated in the system and then only then can change it. This is UNTRUE. If I call up customer care, the address in the data base is the right address. So I can only fathom that the service engineer has been lying for the last 6 months. Even if there was a data base issues, why should I as a customer suffer for poor IT systems of Eureka Forbes and that too for 6 months! I think this is a text book example customer service malpractices to try saving money in AMC
2. Unbecoming conduct of service staff: Other than lying, the franchisee owner, some Mr Sunil Kumar of Bangalore, does not even know how to handle customers and resorts to “shouting down” and to the extent of asking customer to SHUT UP. This is grave provocation and I demand strictest action against him and please let me know what has been done
3. No Proactiveness on part of EF:
a. I have escalated on Sunday to Customer care and was promised a call back in 3 hrs. It has been 50 hrs and not been done
b. Spoke to Avinash – Area Manager- who claimed that it was Sunday so he could not verify the address details ( he needed to just call the customer care) . He promised that he will rectify by Monday morning. Tuesday evening. NOT DONE
All this leads me to think that this is an organized and systematic ploy of Eureka Forbes to defraud the customer and cheat me of AMC money without giving any service.
1. Problem not rectified for 6 months: I needed to change my filter and have been asking to do so for the last 6 months. This has not been done and the excuse given is that there is a change of address that needs to be updated in the system and then only then can change it. This is UNTRUE. If I call up customer care, the address in the data base is the right address. So I can only fathom that the service engineer has been lying for the last 6 months. Even if there was a data base issues, why should I as a customer suffer for poor IT systems of Eureka Forbes and that too for 6 months! I think this is a text book example customer service malpractices to try saving money in AMC
2. Unbecoming conduct of service staff: Other than lying, the franchisee owner, some Mr Sunil Kumar of Bangalore, does not even know how to handle customers and resorts to “shouting down” and to the extent of asking customer to SHUT UP. This is grave provocation and I demand strictest action against him and please let me know what has been done
3. No Proactiveness on part of EF:
a. I have escalated on Sunday to Customer care and was promised a call back in 3 hrs. It has been 50 hrs and not been done
b. Spoke to Avinash – Area Manager- who claimed that it was Sunday so he could not verify the address details ( he needed to just call the customer care) . He promised that he will rectify by Monday morning. Tuesday evening. NOT DONE
All this leads me to think that this is an organized and systematic ploy of Eureka Forbes to defraud the customer and cheat me of AMC money without giving any service.
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