Morphy Richards — Faulty installation of morphy richards geyser by company tech and resultant accident

Address:	Gautam Buddh Nagar, Uttar Pradesh, 201301
Website:	Morphy Ricahrds

I bought a geyser of Morphy Richards on Oct 19, 2015 from Home Utilities Traders, C-20, Sec- 18, NOIDA, U.P., INDIA. The installation call was booked with Bajaj Electricals for installation who assigned it to Eye Vision India, NOIDA (their service partners). Call No.[protected]. I received a confirmation message on Oct 20, 2015 @ 11:10 a.m. The technician subsequently came (within the time frame of 2 working days) to install the Geyser and installed it saying that it is nice and secure. The geyser says free Installation but I was charged Rs. 250/- for the installation saying that pipes that run from the geyser to the faucets are not covered under installation. The price of the geyser immediately went up from Rs. 9500/- to Rs. 9750/-. Two men who had come and upon asking for their contact details one of them wrote down his contact details on the back side of the bill, “ Rakesh – 99********”

The product was working fine until the fateful afternoon of Feb 15, 2016 @2:10p.m. ; the geyser fell off the wall mount on its own. The wall mount still firmly in its place.

A major accident was averted since just 30 mins (approx) before the geyser fell my mother (who is a senior citizen 71 yrs) had walked out of the bathroom. There is no way that she could have escaped this mishap alive. Since it would have fallen on her head directly, had she still been in the bathroom.

I walked into my bathroom to see the fallen geyser on the floor of the bathroom and its broken pieces lying on the floor and the water flowing from the broken faucet.

I immediately called my plumber 14:16 to fix the broken faucet and then second call was made to the company customer service number @ 14:23 (Spoke to Deepti) upon which a complaint was booked for a technician to come and visit and check the fallen geyser. I made a second call @ 14:56 (Spoke to Preeti) to check as to when the men from the company were coming to check the fallen geyser, so that I could ask them to check the damage and subsequently move the geyser out of the way and make my bathroom functional again.

I received a message from Bajaj Electrical confirming my complaint request and the complaint Number was “NOI [protected]”

I was provided with a phone number or some Mr. Ranjeet Tiwari – (+91)93********. (whose phone was not reachable, when I tried it) and also at the same time I was asked to speak with the dealer for the replacement of the fallen and thus broken geyser. (This angered me even more that company is not taking the responsibility of the faulty installation and without a thought had passed on the hat to the dealer for the replacement of the faulty product; which in the first place was delivered by the dealer in perfect working condition. )

I called the dealer (Home Utility Traders, C-20, Sec -18, NOIDA, U.P., INDIA) at 15:06 and spoke with Chandan who gave me a mobile number (+91-96********) to transfer the photographs of the fallen, and thus broken geyser. I sent him all the photographs that I had so that he might speak with the company. By 15:14 all the photographs were delivered to him and he gave me call back confirming the same and said that he would speak with company to determine the next course of action.

I waited for almost 30 mins and then made second phone call to the Dealer @ 15:43 and spoke with Chandan again and he said that he is awaiting a response from the company in regards to the same. I patiently waited will 17:20 and then made a third phone call to the dealer at 17:26 (knowing that working hours for the service techs would end soon) and he assured a call back from someone from the company side soon.

But the working hours ended and I did not get any phone call from anyone, neither the company nor the dealer. I called the dealer a fourth time at 18:48 and I was given number of Mr. Shashi Ranjan – +91 - 98******** (Service head of Morphy Richards in NOIDA; atleast that’s what I was told) I called that number immediately and the call was not answered. Instead, I received a message that I should leave a message as he could not take calls right now.

I tried calling him again around 19:03 but again the call went unanswered after which I left a SMS at 19:14 stating on Shashi Ranjan’s mobile # (+91) 98********, “A technician was supposed to visit my place for a fallen Morphy Richards geyser and it is past seven and no one has come. Your Bajaj Call No. NOI [protected]-1”

Neither did I receive any ‘courtesy’ reply from Shashi Ranjan the next day; nor did I get any phone call from him or anyone else from the company the next day. (Since it was Tuesday the next day and market is closed so I did not expect any call from dealer that day)

I decided to wait out the CUSTOMARY timeline of 2 working days. I received a call from Mukesh ph #(+91) 85******** at 10:11 on Feb 17, 2016 stating that he would pay a visit to check the state of the fallen geyser the same day and make a report.

When Mukesh came around 15:50 the same day and once the inspection for report making was COMPLETE he gave me a number of Mr. Pankaj Chauhan – (+91) 70******** and asked me to forward the photographs of the fallen geyser on the number after which he left.

I was surprised that during the whole time he kept a tight lip and did not express any remorse on the faulty installation or the fact that the geyser could have fatally injured someone in my family.

No apology, no empathy was expressed from his side and while leaving he said from the stair case that the geyser is fine and it can be reinstalled in the same condition. (as you can see the attached photographs the outer body on which the geyser entire weight is supported is broken majorly and cannot be installed again in the same outer body )

The whole time Mukesh did not touch the geyser. He merely sat next to it to take photographs and to note down the geyser codes. And he did not check the geyser if it was working or made any such attempt to pick it up or check it in any way It was quite obvious from the way he was behaving, that he was under clear instructions not to touch the appliance in any way or to ensure that it was in working order or not after the fall.

Anyways, I sent all the photographs immediately on the number provided @ 15: 54 and no reply came from the other end confirming the receiving of the photographs or any action being undertaken.

I did not hear anything from the dealer or the company until I gave a call to the dealer the next day Feb 18, 2016 at around 13:38. I had to make four phone calls to the dealer (which went unanswered) for him to give me a call back at 14:51. Upon asking what the status is, he said that the company is contemplating and in all probability they would not be replacing the geyser and the same broken geyser would be re-installed. I told him that the tech had not checked the working of the geyser. And more over how can a 10 kg geyser with 25 ltrs of water weight which comes to 35 kgs approx cannot be re-hung in a broken body? Upon which he said he would speak with the company again.

I did not hear anything for the whole day after that.

On Feb 19, 2016 I had to call the dealer again to get any information. I called him @ 17: 08 to ask what happened and he started enquiring if the wall socket was in place or had fallen. I told him that it is firmly in place. And the back of the geyser had a little damage since it had slipped off the wall mount. I then received a call from Mukesh 18:40 (from a different number this time # (+91) 94********) asking a photograph of the wall clamp to be sent the same number he had given me two days back. I immediately sent the photographs.

By now I was almost able to guess the shape that was being given by the company to the whole case / situation.

They initially tried to pin on the weak wall by enquiring again and again “is the wall mount firmly in place?”.

When I told them that it was; they sent another technician the next day Feb 20, 2016 at around 14:00 to confirm that the wall mount was indeed in place. The technician who came this time identified himself as Pradeep got up on a stand and tugged at the wall mount with all his might; as if he was trying to dislodge it by some fraction so that they could pin it on the weak wall and wal being unable to hold the wall mount in place.

However, try as he might he could not dislodge the wall mount even by a millimeter. Also, he tried his best to pull out the wall mount of my previous geyser (Haier 15 ltr spa model) and then he asked me to send the photographs of the fallen broken geyser on the same number (Mr. Pankaj Chauhan – (+91) 70********) that I had forwarded the photographs on Feb 17 and 19, 2016. I sent the photographs yet again on Feb 20, 2016 @ 14:11 and awaited reply which never came.

After waiting for the whole weekend and until late afternoon of Feb 22, 2016 I decided to give a call to the Service Head – Shashi Ranjan to check the status of my complaint.

I called Shashi Ranjan at 16.26 which went unanswered. I then called the dealer again @ 16:28 and he told me that the company has decided not to replace the geyser and he asked me call the Service Head –Shashi Ranjan.

The company had taken a decision and NO ONE bothered to call me ‘the customer’ to inform as to what the decision was and what was / were the basis of this decision.

Enraged by this callous behavior towards customer, I tried calling Shashi Ranjan again 16:52 (unanswered) ; 16:54 (which he answered) only to be put on hold.

I was on hold (without the hold music playing) and I could hear him talk on the other line to probably one of his seniors about status of one of the cases he was working on. (he was constantly addressing the person on the other phone call as SIR again and again.)

I was further enraged by the customer service experience that I was being subject to by the Representatives of Morphy Richards.

However, I decided to wait till Shashi Ranjan called me back. Which happened @ 17:00 and he started the conversation by saying that “…… the wall mount is firmly in place.” And further added that “…….if the geyser had to fall it would have fallen within an hour of the installation, considering that the weight of geyser itself is 10 kgs and when 25 ltrs of water is in it, geyser weighs around 35 kgs when full.” (He repeated the same words the same logic that I had given to the dealer on Feb 18, 2016)

He then went on to ask me “….Maam woh Geyser kaisse gira? Aap please batayeinge …” (Maam’ how did the geyser all? Please tell me…) “ Wall mount toh apni jagah par hi hai. Phir who geyser kaise gira ? Please app mujhe yeh bataiye….” (the wall mount is in its place in the wall. Then how come the geyser fell. Please tell me…. ) The question, the way it was asked, the tone of his voice suggested I had a hand in the falling of the geyser and subsequently I am a fool to expect the company to expect to do anything about the whole situation since the wall mount was firmly in place.

I was furious by this time and I shouted at him asking what does he mean “Kaise Gira?!” (how did it fall?!) “….What do you expect that I was be standing with a video camera waiting for it fall and film it and then show it to him how it fell put it on social media as is the trend now a days. Or is it that you are implying that I was swinging by it or hanging by it that made it fall down…..”

The height of his manners and the customer service that has been taught to this employee of Morphy Richards came forth when he started shouting back at me and started saying that I did not know what I was saying and further added, ”……….that no matter what, the company would not replace the fallen and thus broken geyser with a new one and you would have to make do with the same broken appliance and that the company would at the most replace the broken parts and non functioning parts and fix the same geyser back on the wall after repairs.”

I am surprised at the fact that the installation process is being limited to just the wall mount being in place or not. The very fact that geyser should be hung securely on that wall mount and that the geyser should not slip off the wall mount at any time, irrespective of the time lapsed (be it an hour or 5 years), is being totally negated by the company. Morphy Richards, Dealer, Shashi Ranjan and his team of Technicians are not even considering that as a part of the whole installation process gone wrong.

For Shashi Ranjan and his team of Morphy Richards technicians if the wall mount is in place on the wall then the installation process has been carried out with perfection by his technicians.

Even though I am not from this field I can still jot down the step by step process of the installation.
1. Take the geyser out of the box packing. And remove the wall mount screws and other parts from the geyser package.
2. Mark the position / points to drill holes into the wall to insert the wall mount screws and holding sockets in place.
3. Secure the wall mount firmly in place and ensure that the wall mount is not loose in the wall in anyway.
4. Hang the geyser on the wall mount ensuring that the teeth of the wall mount have taken their place firmly in the sockets / place provided at the back of the geyser.
5. Fix the geyser to the water source and check that the geyser is working fine and heating properly.

Shashi Ranjan and his team are totally denying / refusing to accept the responsibility of the step 4 being carried out improperly and carelessly. Had the original technician ensured that the geyser was hung properly into the wall mount with its teeth firmly in place in the space at the back of the geyser this mishap would have never happened and I would not have lost almost Rs.12000/-.

However, the evening of Feb 22, 2016, 5:17 p.m., I finally logged a complaint on the FB page of Morphy Richards India. I got a reply that they have received my complaint and that some would get in touch shortly.

On Feb 23, 2016 around 14:11 a technician by the name Jitender (+91) 98******** called asking for directions of my home. After he reached he demanded to see the geyser and the place it was mounted.

He was the first technician that touched the geyser turned it around to click the photographs from all possible angles and the even took the photographs of the wall mount. I told him up front, “ Mein khush hoon ki aapne geyser ko hath to lagaya, baki do technicians ne toh haath bhi nahin lagaya tha. Shayad isliye ki kuch aur damage na ho jaye” (I am glad that you atleast touched the geyser. The other two technicians who came before you, did not even touch the geyser as if they were afraid that they would touch and it would cause more damage to the already damaged geyser).

He is also the first technician to accept that the geyser was not mounted properly and that it was evident by looking at the back of the geyser. (I actually regret that I did not tape this conversation. I could have forwarded that too along with email.) He asked me to forward the photographs of the broken faucet to his mobile number(+91) 98******** by Whats app.

While leaving he said that he is not authorized to take the decision but he would present the photographs to his senior and that I would get a call back the next day from his senior in regards to the same. The name he mentioned was Mr. Lalit Pant (his senior and also the person to whom Shashi Rajan reports).

On the next morning at around 10:28 I received a message mentioning NEW complaint number and it read as follows:
“your Bajaj Call No NOI[protected]-1 with secret code **** has been assigned to our EYE VIVION INDIA. Please share secret code with engineer on call resolution. If product is Under Warranty, Showing Purchase Bill is Mandatory. Bajaj Customer Care. “

I would like to point out here that I had not called customer service to register another complaint or to check the status of the previous complaint that I had made on Feb15, 2016 “NOI [protected]”

I further waited on Feb 24, 2016 till almost 1600hrs in the afternoon but did not get any call from any one from the company. It was then I went to the FB page again and left two posts
“I have recived a new complaint No today NOI[protected]-1. I do not understand who has logged this complaint. I havent called anyone ever since I have put this request online. I was assured a call back today from someone responsible and instead of a phone call I am getting this complaint number. What Is Going On?”

And a second one the same day later “Where is the phone call from a SENIOR as promised...”

I did not get any phone call until the next day i.e. today Feb 25, 2016. 10:03 from Pradeep(+91) 97********. He started the call by asking if I had made any compliant for the geyser. I said, “ Yes” and I asked for his name and he gave me his name quite reluctantly pretending that he did not hear me the first time when I asked for his name. He then said, “ Maam’ aapke geyser mein tag lagna hai na?” (Maam’ you geyser is the one that needs a tag installed / attached). I asked him what is ‘Tag’.

He asked he again, “ Maam’ aapne apne geyser ka complaint kiya tha na?” (Maam’ did you make a complaint about your geyser?)
I replied, “I did last Monday almost a week and half back…...” after hearing this he immediately went on the back foot and said, “ Appka geyser wohi hai na jo gir gaya that” I said “ Yes” He said, “Maam’ mein abhi check kar ke apko 5 mins mein call karta hoon” (Maam’ let me juxt check and I would give you a call back in 5 mins)

Its 15:25 right now as I am documenting this and I am still awaiting a phone call; from him or anyone else.

After that phone call I went online again and made a fresh post on FB which read thus:
“ I fail to understand why it is taking so long for someone responsible to get in touch with me. You have my contact details and also the complaint # that was originally generated by ME.
Do I need to post the entire episode of last 11 days with names and timings to get someone’s attention?
WHERE IS THAT PHONE CALL FROM A SENIOR AS PROMISED TO DISCUSS THE ISSUE ??????
Feb 24, 2016 5:32 p.m. …… Where is the phone call from a SENIOR as promised...
Feb 24, 2016, 4:15 p.m. ….. I have recived a new complaint No today NOI[protected]-1. I do not understand who has logged this complaint. I havent called anyone ever since I have put this request online. I was assured a call back today from someone responsible and instead of a phone call I am getting this complaint number. What Is Going On?
Feb 22, 2016, 5:17p.m. ……I need someone from Morphy Richard to get in touch with me. I had a faulty installation of the geyser and it narrowly escaped a life threatening situation at my home. I have tried getting in touch with the dealer and the service provider of Morphy Richards in India, i.e. Bajaj. I need a employee of Morphy Richards to contact me not a Bajaj Employee.
Complaint No: NOI[protected]-1.
I am Re-iterating that I DO NOT WISH to SPEAK with anyone from BAJAJ. I wish to be contacted by a EMPLOYEE of Morphy Richards only.”
After I put this post I received a message from the Bajaj Electricals around 11:54 a.m. stating, “ Dear Customer, Ref Baja Electricals call no. NOI[protected]-1. We could not reach you at your registered contact no. ********** on . Please call us at [protected] within 24 hours. “

First of all I did not get a second phone call from them. And with the Cellular technology if my phone was out of reach I should have received a message stating, “ ……….. tried contacting you at …. Time “

Anyways, post that message I went online to check what does FB say… and it read thus, ”….., our team is working on the concern.” @ Feb 25, 2016 11:04 a.m. and within 50 mins of making that post here was a second post stating, ” … we regret to inform that that we would be unable to replace the product, however, we can surely repair the unit.” @ Feb 25, 2016 11:54 a.m

I am actually out of words !!!

The second complaint was officially closed on 28th Feb, 2016 @ 7:03 a.m. which is a Sunday morning. And I am well aware that no one works on a Sunday.

The fact that the company is behaving so evasive in speaking to a bereaved customer; shows that they are suffering from guilt conscious and silently accepting that it is their fault but they do not have a justified answer of any kind to give me. OR they have just decided to make the whole experience more troublesome for me make me call them 100 times now before they even respond and maybe then come to fix the broken geyser.

Also, that they are only following the step by step procedure that they were spoon fed on the day of their orientation / training. They are not trained in any what so ever ways to handle the exceptions or rather are too evasive to do that since that would need them to justify why they took that exception for a particular customer; which in turn means too much of documentation.

I am sure these employees of Morphy Ricahrds are very firm in convincing their seniors that they have saved company money by not helping the customer who is suffering due to their negligence. (in my case providing a replacement geyser)

Little do they know and understand that by helping the customer and making that one exception instead of being evasive and the company would have gained more; rather than loosing a customer or maybe even more.

I am wondering and trying to understand why ‘Morphy Richards’ is being so evasive in their approach towards their customer’s concerns.

In the mean while, I am now stuck with a broken geyser; my Rs.9500/- have gone down the drain, along with Rs. 250/- which I paid for the supposedly free installation. Also the Rs.2500/- that I had to pay to my plumber for the damage that the geyser did to my bath room when it fell.

And not to FORGET the threat that it posed to my family member’s life and me which we all narrowly escaped. I can only thank GOD for his saving grace.

I bought Morphy Richards with the thought that my Last geyser Haier lasted 5 years without any faults and when it stopped working I choose Morphy Richards Premio 25ltrs with 2 yrs of complete warranty, with 5 years on element and 10 years on the tank.

It has been more than 11 days and the punishment that I am being subject to for being a customer of Morphy Richards for only a period of 3.5 months is totally indescribable.

Well, after this last week I have realized that Morphy Richards has the worst customer service that I have encountered till date from any other company in INDIA. I mean just to mention here. My plumber had faster turnaround time and has a FAR FAR FAR better behavior (mind you he is totally uneducated it literate in any way) than any of the trained and educated technicians / supervisors of Morphy Richards I had to fateful luck to deal with.

Let alone the 2 years of warranty the company is not even remotely apologetic or empathetic towards the fact that someone in my family could have died or could have been seriously injured if this geyser would have fallen while some one was in the bathroom.

I am Regretting the moment I decide to buy this product. I would be happy to buy a much much cheaper product and have no customer service mentioned in the clause, rather than of any company which does even have its customer service division trained to handle a customer query / complaint let alone a irate / bereaved customer.

The technicians are a sorry state and so are the supervisors and the customer service people and the people who are heading it.

I am only thankful to my GOD for showing his saving grace and ensuring that no member of my family was fatally injured as a result of the negligence of the technicians of Morphy Richards and the subsequent horrible behavior on behalf of Shashi Ranjan and his technician(s) and even the dealer after the first days of complaint.