I am having a nightmare dealing with your team from the time we have placed an order for Air conditioner (AC) from #KohinoorTelevideo since 4th April 2021. While I pen this note, its not yet delivered (yes! You heard it right)
#KohinoorTelevideo wouldn’t have been our first choice if it wasn’t for an acquaintance who in goodwill recommended that we’ll get a good deal with them. (Yes! We got a good deal of pathetic customer service)
Unpleasant experience #1 : First, we were delivered a damaged A/C on 6th April 2021 with a day’s delay. Apparently, their delivery vehicle broke down on their way to our home, the earlier day. But we were supposed to understand this as ideal customers, empathise and not complaint.
Unpleasant experience #2 : On the delivery day, the folks who came were a pair of not so enthusiastic team who just wanted to dump the machine at our place and tick if off their list. They were unhappy about coming to our place for first delivery at 1.15 PM! They came, opened the box, pointed out what was what and rushed off without forgetting to ask for a tip.
While I was in middle of an official call, I was supposed to entertain them, pay attention, know what all to check and how (as if I buy an AC every day)– remember I am the ideal customer who empathises with everyone while #KohinoorTelevideo team cares a damn about me! By the way (btw), after the delivery folks left, we realised that the AC delivered to us was damaged.
Now begins next level of torture...
Unpleasant experience # 3: On 7th April, when we informed them about damaged AC, their sales team(Mr. Kareem) starts acting smart with us. Even go on to say that how could you sign the sales delivery paper without reading (excuse me!)
Cut to, this acquaintance has to intervene, #KohinoorTelevideo team apologies saying “Sir pata nahi tha aapka reference hain, haan AC replace kar dengay” Whoever coined the term “customer centricity”, “service mindset” didn’t know of people who abused it and practiced it as per convenience!
Well, we thought of putting all this bad experience behind and with some faith in the system, were given choices for an alternate model of AC.
We were assured of better service thereafter and placed in safe hands of an alternate Mr. Point of contact (POC)- Mr.Ajmat.
So, we were given choice of an alternate AC model on 8th April by Mr.Ritesh. On 9th April, when we got back to them, we were informed that we should have placed the order before 3 PM (how the hell am I supposed to know this without being told), now the delivery will happen only on 13th April 2021.
Rationale given, Saturday / Sunday stores are closed, Monday (12th April) our order will be placed for Tuesday’s (13th April 2021) delivery. Again, as an ideal customer we were supposed to understand the store policy, keep all our work aside and abide by their rules and regulations.
Unpleasant experience # 4: Having burnt my fingers in the past, doing the mistake of assuming a “good customer service experience”, I start following up with Mr.Ajmat from 12th April 2021. As an anxious customer, I enquired about order status, expressing plight of our house painting work being stalled due to considerable delay in installation of AC. The naïve me even made a request of delivering and installing the AC on same day if possible.
All seemed good until this conversation moved to specific details like delivery timings, installation timings, my call was not answered for the rest of 12th April 2021. Formality sake I got a message, "Madam we'll get back to you"
Unpleasant experience # 5: Its Gudi Padwa, new year, new beginnings…So I call Mr.Ajmat to confirm delivery timings but no response, I call the customer care team who provide direct contact of delivery department of the store.
Finally, someone answers, who seems sensible to atleast respond . I am informed that there is load of delivery and our delivery should reach anytime after 7 PM today.
Wait, did I hear this right? So #KohinoorTelevideo team decides to waste one more day and further delay my house painting work, all this while we are on edge of our seats anticipating a possible lockdown.
When I rant a bit, I am assured of a call back with specific timing, btw I am still waiting….
For me, this was the last nail in the coffin. I guess I have been too empathetic and understanding of #KohinoorTelevideo’s rules and regulations and all that you have done is consistently deliver a bad customer experience.
Continue to turn a deaf ear to customer needs and have in arrogant undertone given a message through your actions that we won’t deter and will continue to operate in a reckless manner, mistreat the customer without looking for any ways to improve our operations. We are happy being the mediocre team!
I would only leave you with a thought, while the world economy is reeling under the side effects of pandemic, organizations like you are classic examples o[censored]ngrateful attitude towards customers who contribute to your top and bottom line.
It won’t be far that you’ll have a tryst with destiny, when you'll start losing customers due to such feedback on every possible platform and pretty soon will have your fall from grace story which will make you history!
Regards,
Customer A/C: KTPL-C00469835
Sales order no : KTPL-ORD[protected]
Store : Dadar (E)
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