[Resolved]  Videocon Industries Ltd. — washing machine gear box availability

To whomsoever it concerns



I am a very upset customer of Videocon and its services.



Gist of my complaint: I have a Videocon Fully Automatic Washing Machine. For the past 20 days it is not working. I have made numerous calls to your call centre, your showroom and n number of people to complaint regarding changing of some gear box which is required, but to no avail.



You will find all the details from the below number (when punched into your system) [protected] Nitin Kamble.



Today morning at 8.10am, I called on your helpline number and spoke to some TL called Zulfi, who after patiently hearing to my complaint, gave me an assurance that

Ø He will call me by 12 noon today after checking on my complaint with the Dealer

Ø He also told me that I have been given wrong commitment from the dealer that the gear box is not available, whereas it is available

Ø He told me that my problem will get resolved within 24 hours

Ø I also complained about your executives Sagar and your mechanical engineer called Rauf , to which he said he will look into the same.



It is beyond 3.30pm, and since I did not get a call from your ESTEEMED employee, I called up your BPO again. This time I spoke to Kiran, who

Ø Does not understand English so I had to converse in Hindi

Ø Could not understand my problem and inspite of giving my details, he could not understand the reason for my calling the BPO

Ø When I asked him to escalate the call to Zulfi, I was told he is not available. I wonder WHY?

Ø When I asked for second escalation, he told me that a lady called Swati is available and he will transfer my call to her.

Ø After keeping me on hold for 5 minutes, he tells me that SWATI is busy and cannot attend my call.

Ø It was at this time, that I warned him that if I do not get a call from Swati and if my problem does not get resolved within 15 minutes, I shall escalate the matter to the NODAL Officer. He was unperturbed as if “Go to hell and do what you want” kind of an attitude.



My question to the Nodal Officer is

1. Is the Gear Box Available

2. If yes, when will it get replaced for my washing machine.

3. What action will be taken against Sagar, Kiran, Swati, Zulfi, Vinish Unnathan for taking your customers for a royal ride

4. What action will be taken against Rauf.

5. WILL I GET A REVERT WITH A RESOLUTION TO MY SATISFACTION, UNLESS IT DOES NOT BOTHER VIDEOCON IF THEY LOSE A CUSTOMER.