Pureit / Hindustan Unilever — Poor response from customer care and service provider

Address:	600044
Website:	Hindustan Unilever PureIT RO and UV Water Purifier.

I'm a 'pureit ultima ro + uv' customer

Complaint number: c[protected]

Description: poor response from customer care and service provider

I've raised this complaint on 16th july (saturday) at around 9 am regarding water outflow was stopped.

So far, there is no service technician contacted me or attended the problem regarding this issue.

When i called customer care today, they provide me the service provider name and contact number (uk agency; [protected]) and asked me to contact the number if i want my problem to be attended at the earliest.

Why we have the customer care, if customer has to contact the service provider for speedy resolution.?

Also when i contacted the service provider, they are simply informing that the sla of 48 hours ending today only and the technicians are busy in other areas. so if not possible by today, they will arrange the technician tomorrow.

This is absolute an irresponsible answer as the service providers are not even realizing the impact faced by the customer for a period of two days. then you we have slas if the complaint can be served even after 48 hours?

Even after raising the complaint, do the customer care and the service provider want the customers to beg them till the complaint is getting attended?

It is the responsibility of the service providers to allot and manage on ground technicians to fulfill customer requests and complaints on time. it is also the responsibility of hul to efficiently supervise if their service providers are actually providing timely and satisfactory service to customers. like you ask the customer to provide satisfaction code to technicians, i also request hul to enable customer to convey their feedback after service through message, call or through email etc. and those feedbacks should be reviewed and resolved. that should not be for a name sake.

If not, soon this brand will be disregarded by the consumers.