Dear Sir/Madam,
We would like to state that we purchased a Titan Ladies Watch Raaga Model No.2331Ym for Rs2900 bill No. 1833 dated 07/06/08 from Verma watch Company Pvt.Ltd, Central Market, Tilak Nagar, New Delhi.The Strap of the watch was golden in color but after some days of the purchase we noticed the change in color in the strap, which has become slightly blackish. We were living in Dwarka and the place of Purchase was near to our residing place. But later on we shifted to Noida which is 40kms away from that place .We went to Titan World, Noida to buy a gents watch and at the time we contacted the Employees in Titan World, Noida and informed the problem about the strap. The Titan World Employees informed us that the strap is Duplicate one and the agent from whom we bought has deceived us. And they informed that the Original Titan Watch have a T symbol in the strap. We requested them to change the strap as Tilak nagar where the agent situated is far from noida and we have brought the watch by the name of Titan and not by the reputation of the agent. But the Manager in Titan World refused and he said that he would not be able to change and we have to contact the Agent. He talked to the agent regarding this and asked asked us to meet the agent so that the agent will change the strap and gives it to us. On 03.01.2009 we contacted the Agent in Thilak Nagar and we were informed that that is the original strap but due to the problem of manufacturing defect this happened. And they asked us to submit the watch and gave us a receipt (Service Data Form No. 13579 dated 03.01.2009) and asked us to come after 20 days again so that we can get the watch again .The agent has requested the Titan World to deliver this watch to us but he has refused to do so.
Sir, now I want to know one thing. As a regular Customer of Titan we go to the Titan for the Company Value and not by the value of the agents or the Employees. We don’t deny that there may be some problem in manufacturing happens, but the service has to be better. To change a strap with no fault from our side if we have to go through all the trails, travel here and there then what kind of customer care Titan is providing to their customers? I am very dissatisfied to know a Company like Titan is providing service like this, which was very disheartening. It may make us to think it over twice before buying/Suggesting this brand hereafter. If you can go through this complaint seriously and if proper remedial measures taken then we will be happy. A customer should not suffer due to the fault of Agent/Franchisee/Employees. As a HR Executive I felt like, I should take some action from my end so that this kind of issues should be avoided in the future.
I would also like to mention that in my house we both are working and it will be very tough for us to find time to go to Tilak Nagar to collect this watch. If we can get the delivery of the watch at the Titan World, Noida then it will helpful for us and we request titan to compensate this loss (6 months I was not able to wear the watch because of its dull color and the unnecessary travel we made to Tilak nagar to correct this problem) with some kind of gift.
If you really feel that customer is important and the brand image is important for a company like you then even this kind of trivial issues should be avoided and taken care.
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Titan watch Ltd — Color change
I have purchased a famous Titan Raga watch one week back, the shop owner said its coated with 24carrot gold, company gives 1year warrenty for the color. But with in one week it started changing the gold color to black. please refer to this and do the needful.