Micromax Informatics — micromax led tv 32 inch

Address:

Pune, Maharashtra, 411015

My name is Nikesh Londhe and I have registered a complaint on July 12, 2018 regarding my Micromax 32” HD color TV backlight display. Since this point I am facing pathetic customer service from Micromax service center and their service engineer. Its unacceptable customer service from Micromax service center executives and the support engineer. When I call Micromax service center they give the opening in English language and when I speak English the executive start speaking in Hindi or Marathi. Even though I continue to speak in English they reply in Hindi or Marathi so I need to speak to them in their preferred language not my preferred language.

I called on 12 July and the Micromax executive said that the engineer will visit within 48 hr which has never happened till today. However, I got a call from Riyaz (engineer) on the same day in afternoon and he asked me to share the TV and warranty details on whatsapp as picture. So I have forwarded him the details on same day within couple of hr.

I chased up with Riyaz on 13 & 14 he said he has already sent an email to the management for approval and it is pending from them. I again chased on 15 & 16 with Micromax service center they asked me to contact the engineer as they don’t have any information expect I have made a complaint on July 12. I called engineer and he said contact service center as he has already done his part. It was link I was playing merry go round Micromax service center asking me to contact engineer and engineer asking me to contact Micromax service center.

On 15 July when I called the engineer Riyaz to check the status, he asked me check with service center and he told to escalate to them. He was very rude on call so I told him that I didn’t like the way he is speaking to me and asked him to pass the phone to his manager or supervisor. He replied “I am the manager”. On July 16 when I called Micromax service center in the afternoon around 4 PM they said that engineer has already ordered the part around 2.30 PM. I asked Micromax service center to provide me with the manager information for engineer so Micromax service center has given the same number and name I was dealing with (Riyaz). After this when I called Riyaz, he said I received the approval and I ordered the part already, but he did not proactively informed me before I called him. Further, he has mentioned that part will receive soon and I need to wait for 3-4 days and till Friday it will resolve.

When I called the engineer Riyaz on Friday July 20 he said that it is still pending and it will resolve on Monday 23 July. So I called on Monday 23 July to engineer he said it still pending and it might take some more time but will resolve in 2 days. Also, advised me to check with Micromax service center. I called Micromax service center they told me that it will take 15 days time from the ticket logged (from 12 July).

I am taking regular follow up with Micromax service center and engineer but still the issue is not resolved. When called Micromax service center they say they don’t have any information their system doesn’t shown any information except the ticket is logged when and further customer need to follow up with engineer only. I called last week to Micromax service center and I explained the situation I am going through but the executive is not able to understand so I asked him to pass the phone to supervisor but he denied he said he cannot transfer the call even he cannot do a conference call with engineer or supervisor. He also mentioned that Micromax service center agents are not allowed to make calls outside. After 5 minutes of discussion we both agreed for a call back from supervisor. I received a call from sunil and he has mentioned that he is calling from escalation team. He was telling me same thing again and again that this will take 15 days and he cannot do anything. He promised me that the issue will be resolve by Tuesday 31 July or Wednesday 01 Aug. So I asked him how he got this information he said I have check all the information and then only he called me. Therefore to get better understanding I asked him whom he contacted on is there any system where he is check that the part has been sent and it is transit but he was failed answer any questions from me. Further, I asked him to confirm that Micromax service center executive are not able to transfer the call or do an outbound call to the user. Sunil from escalation department has confirmed the same thing to me about call conference and outbound.

I called engineer Riyaz and informed my conversation with Sunil. Engineer ha s replied that the part coming from Malaysia so it is taking time.

From July 20th I am trying to contact engineer (Riyaz) but he not receiving any calls and just replying by message that he is busy and will call later. After some time he is messaging that part is not received. From last week I called him many time on every alternate day but he has never received any call and sometimes he has replied within minute that part is not received.

I called yesterday on July 31, 2018 to engineer (Riyaz) and received same message again that part not received. Spoke to one of your agent and she told me what I know. She said that the complaint is register on 12 July and part has been ordered. The ticket is pending and I need to check with engineer. So I requested her to transfer the call to supervisor or manager she said yes and put the call on hold and then disconnected. As the call was disconnected, I called again to Micromax service center and spoke to one of agent so informed that that the call was disconnected he said this time it will not disconnect. I asked him to give an update on ongoing complaint so again the same story repeated by Micromax service center. He was kind of rude and irate he was continue to tell me that I need to wait for 15 days from the time part was ordered on the other had when I had a discussion with Sunil he told me 15 days from the complaint registered. I again requested, the agent to transfer the call to supervisor or manager so he denied he said he cannot transfer the call I need to wait for 15 days. Further, as he was not listening to me I asked him to for call back from escalation team in 10 min so he said that I will get a call back within 24 hours. I told him that last time I already spoke to Sunil and I received a call within 10 min but agent said I will get a call back with 24 hrs only. Further, he put my call on hold and disconnected the call.

I have all the call recordings regarding this complaint. Looking forward to resolve the complaint ASAP and take action against the agents who were rude and the engineer (Riyaz) who is not responding to customers.