Godrej Appliances — Chotukool not working. Response after 1 week!!!

Address:

560033

Hello Sir/Madam,

On 03rd May 2016 the chotukool portable refrigerator I had bought online, stopped working. The fans were working but nothing inside was getting cooled. On 04th May 2016 I called up your 27x7 service helpline number provided in the "User manual and Warranty card". The number I called was[protected]. The agent at the other end told me that there is a different number for chotukool and asked me to call[protected]. No one picked it up the first time I called the number. In the second attempt, I was successful. I explained the issue to him, and he said he would raise a ticket and the agent would contact me. He also said that I would get an sms once the ticket was raised. I did get the sms, after more than 1 hour. Afer which nothing happened. No calls, no sms, nothing!!
I told about this to one of my friends working in godrej, who forwarded the ticket to the service manager on Friday 10th May 2016.
Today morning I get a call from Hubli saying that my ticket had gone to their service centre by mistake and the Bangalore service centre will take care of it today. He also asked me to contact the service manager and gave me his number.
At 10.30 am today (11th May 2016) morning, I got a call from a lady saying she was from the service centre and a technician would come over to fix the defect. When I asked her when he would coming over, she was not sure, may be after 12. (I have to spend the whole day waiting for your technician!!)
When I asked the lady why it took them 1 week to respond, she was offended and angrily responded that it was not their fault and the other service centre messed it up.

Here is what I think of godrej's service.
1. You give the wrong service contact number in your User manual.
2. The trouble ticketing system is slow that it takes more than an hour to log a ticket.
3. No one bothers if ticket raised has been actioned or not, until someone within godrej reports it to the concerned department.
4. The service agents don't own up the responsibility of the delay. They sound as though it was my fault when I filed the complaint.
5. In a world where the turnaround time is less than 1 hour for a trouble ticket, godrej is still using postal mail service to send service tickets to service centres.

One thing is for sure. I am not buying another godrej product. With this kind of PATHETIC service, I would not recommend godrej to anyone I know.

I am planning to put this story on social media, just that I am waiting to see what the service guy has to tell.

Thank you for a PATHETIC and SUPER SLOW service. Indian companies will learn or change!!!