| Address: Assigned to Service Center: V-Brothers Enterprises - 122280 |
Dear Consumer Complaint Portal Team,
I trust this message finds you in good health. I am writing to convey my profound dissatisfaction and frustration with the customer support services offered by V-Guard, particularly concerning the purchase and subsequent issues with a V-Guard Divino 5 Star Rated 25 Litre Storage Water Heater.
On November 1, 2023, I procured the aforementioned water heater through Amazon, receiving it promptly on November 8. Subsequently, I incurred an expense of Rs 600 for the installation service provided by the V-Guard team, facilitated by V-Brothers Enterprises - Service Center Phone No.: [protected].
Initially, the installation appeared successful, and the water heater functioned seamlessly for the first two days. However, on the third day, the unit malfunctioned, causing considerable inconvenience and distress. The issue was that while the geyser displayed signs of electricity reaching it, no hot water was flowing from the taps. There was no way to verify if the geyser was even operational. Despite my attempts to troubleshoot using customer-listed methods, the problem persisted. Attempts to seek customer support from V-Guard that day were also unsuccessful.
Due to health concerns and the festive Diwali period, I was unable to reach Amazon or V-Guard's technical support immediately. Finally, on November 14, I contacted Amazon, who connected me with a V-Guard representative. I was assured that a technician would promptly inspect the issue, with the following details:
Service Request No.: E1-[protected]
Assigned to Service Center: V-Brothers Enterprises - 122280
Service Center Phone No.: [protected]
Unfortunately, despite waiting for the advised 48 hours, no technician contacted me. Efforts to reach the service center were in vain, and matters worsened when, on the same day, I received a text erroneously stating that the service was marked as resolved with a 5-star review – a review I never provided. No one even contacted or visited me. I was baffled.
Numerous attempts to contact customer care through calls and emails yielded no response. Frustrated and left without a solution, I approached Amazon on November 16, who, in turn, connected me once again with V-Guard. A new service request was generated:
Service Request No.: E1-[protected]
Assigned to Service Center: V-Brothers Enterprises - 122280
Service Center Phone No.: [protected]
Once again, my efforts to contact the service center proved fruitless, leaving me with a sense of helplessness. At this juncture, I no longer wished to be associated with the brand and merely sought the removal of the water heater from my premises.
Despite continued attempts to secure a resolution, no one from V-Guard responded. My frustration peaked on November 17 (the final day of my return window), when, with Amazon's assistance, I arranged for the return of the product. However, the absence of an inspection raised concerns about uninstallation.
Over the past 10 days, my peace of mind has been severely disrupted, and the stress and inconvenience caused have been immeasurable. Amazon ultimately resolved the issue, not V-Guard, leaving me deeply dissatisfied with the brand's customer care.
I am seeking compensation for the time spent grappling with this issue and the installation charges.
As of now, the product remains with me, with the Amazon team scheduled to pick it up on November 19. I earnestly hope that this geyser ordeal concludes for good.
Attached are photos, invoices, and screenshots of communications and service requests for your reference. I sincerely appreciate your prompt attention to this matter and anticipate a swift resolution.
Sincerely,
Meghna
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