Eureka Forbes — Spare for Vaccum Cleaner

Address:

Visakhapatnam, Andhra Pradesh

Reproduced below is a e-mail that I had sent on 26th June 15 to customer care, Eureka Forbes. No response till now (8th July 15). This is Eureka Forbes - A TATA ORGANISATION - customer care!!! "I spoke to your Visakhapatnam Office ([protected]) after obtaining the number from your Bangalore office on 16th June 15 and placed a request for supply of a hose for my vaccum cleaner. I was promised that the item will be delivered within a week's time. Yesterday, around 10 am I called up the same office to follow up on the request and, apparently, the Vizag Branch Manager has not come to the office by then and so I left a message in the office that I may be contacted after indicating the background of calling him up. I did not get a response to my call. I called up twice and the calls went unanswered. I expected the Branch Manager to call back, atleast looking at the "missed calls". It did not happen. Perhaps, this gentleman does not have the word "courtesy" in his vocabulary... strangly. So, I called up your Bangalore office again and given the background for my calling them. I was assured by the helpline officer that she would inform the zonal Incharge and see that he (or she) speaks to me positively before the day ends. Well! again this did not happen till now. Naturally, he should be busy because he is incharge of an area, which, politically is being looked after by three CMs!! My purpose of writing this mail to you is very simple - is it the way you support your customers. The Branch Manager is busier then the Zonal Inchage and he, in turn, is busier than the your CEO or even your Chairman. How long you think you can fool the customer like this. Don't you have moral and ethical responsibility for supply of spares for the item you have sold to the customer, that too, by an organisation which is carrying the TATA logo? Is it that you are trying to sell the fruits by quoting the name of the tree? If so, how long, you think, you can do this. Let you - at the customer care level - and your seniors in the marketing and other functions think about it. As far as I am concerned, if I do not get the spare required - certainly I am not going to beg or bleed for it, but, would certainly dispose the item off (if necessary in the "exchange" bargain) and buy another brand vaccum cleaner."