[Resolved]  Asian Paints — Apathy and lack of accountability

Address:

Andhra Pradesh

I contacted Asian Paints Home Solutions and Mr. Srikanth ( Mobile: [protected]) visited my place on 10th March 2013 and did a detailed study and gave me an estimate. He again visited me on 24th March and I paid him an advance cheque of Rs. 5000/-. I wanted the painting work to start from 8th April. Accordingly, he got the painters to meet me on 5th or 6th April evening. Since it was Ugadi (Telugu New Year on 11th) he mentioned that the workers won’t be available, so I postponed it to 13th April.
I waited the whole day on 13th April. Neither the painters arrived nor was there a call from Mr. Srikanth. I spoke to him Monday morning (15th April) and he gave some stupid excuses. He clearly didn’t understand the meaning of the phrase ‘professional commitment’. Since I was going out of town on business and since the painting was not likely to get over before that, I told him that I would contact him again once I got back.
I called him again on 9th May and he mentioned that the painters are busy . He agreed that they would be free to start the painting at my place from Monday 13th May. I took special permission from my workplace today and waited for the painters till 12:15pm without luck. Like the last time there was no sign of the painters, nor a call or attempt to coordinate from Mr. Srikanth.
From what I have understood, Asian Paints outsources these assignments to local contractors who use Asian Paints products but don’t have any accountability. Nobody knows who is accountable. As a potential customer, Srikanth is the face of Asian Paints for me. I don’t know whether his role extends beyond making big promises to potential customers and handing them over to the contractors. Is anyone from Asian Paints accountable? I doubt. My experience so far has been completely contrary to the promises made.
I had read some negative reviews about Asian Paints Home Solutions. I still went forward thinking every customer cannot have a bad experience. Now I feel that I shouldn’t have contacted Asian Paints at all!!! If the situation and the nature of coordination and follow-up are so poor before even the actual work starts, then I dread to imagine what it will be when it starts. Mr. Srikanth mentioned that there would be a supervisor; unfortunately I haven’t seen anyone so far. Again, there is the question of accountability. If the customer has issues who is going to resolve them?
Hence, I am utterly disappointed and disgusted at the total disregard of customer's time and complete lack of professionalism on his part and by extension Asian Paints.
I called up Asian Paints Customer Care and got a Complaint number[protected].
I wrote to them (Email Reference No: - [protected]. ) and have got a note of apology.
Beyond that there hasn’t been any action so far. Clearly Asian Paints doesn’t believe in words and phrases like ‘goodwill’ or ‘word –of-mouth’.
Swati Ghosh