[Resolved]  Vivek & Co — Misguiding Sales people & Poor Service Quality

Address:

Chennai, Tamil Nadu

Hi,

I have a feeling that no body in India is willing to give any good quality thing - be it service or product. Actually this is my first encounter after leaving India some 13 years ago. Although I am not expecting them to be on par with any of the foreign Appliances company, I think they should at least maintain a good SLA as they are one of the leading Appliances company in the city of Chennai. Let me go with the complaint. I bought 2 Hitachi 1.5 ton airconditioners, a refrigirator and a washing machine from this comapny on 4th May 2011. Even before the goods are actually delivered, I got calls from the refrigirator and the washing machine companies asking me to give a window for the demo. What a speed!!!!! Anyway, I don't have any issues with them. However, I have nightmarish experience for the a/c installation. A guy came and inspect the house and came to the conclusion in just a minute - saying that the a/c can't be fit in this house. See, it all happened during the soaring mercury in Chennai. Somehow after a long discussion with the Mylapore branch manager and the Vivek's service manager, I got this person agreed for the installation. He came out with a message for me at 7 PM saying that he can't do a particular job that require some plumber (I wonder why a plumber needed for a/c installation). I got annoyed due to the time he came to inform about his inability. Since he is the person doing the job, he ought to know what's needed and not. Then I asked him to get out of the job. I spoke to the manager in person and another team came to do the installation. Everything was done - although I shed a huge amount of Rs.18,000/- for the additional copper tube that's needed. After a week's time, one of the a/c is not throwing cold air. It was as if not running. After the complaint and a normal SLA of about 3 weeks to attend, a service person came and informed me that it's due to the low voltage and that it needs a double booster.

Here comes the sales person's poor selling techniques. Had I been informed that I need one such double booster I would have bought on the same day itself. Now what am I supposed to do with the regular single booster / stabiliser? There is no proper coordination between the sales and the service departments. Sales guys give falls promises to the customers on the delivery and fitting. They don't have much knowledge on the spectrum of products they are selling. Now I have to go on another war front once again to get this done. Had this been in someother country, things would have been completely different. For all these, I strongly believe the head is not vigilant. Had the Director or the CEO be strictly implementing a customer focus, knowledgeble sales team, good minded service team, I think, Vivek could have been doing much better than what they are at this juncture.