Agarwal Packers & Movers — claim is not handling properly

Address:

Delhi, 403801

Team agrawal,

Being a 10 year long relationship with agarwal packers and movers and this is the third time, i have shifted my goods from you. I am writing this email after long waiting and getting poor, adamant, unjustified response from the damage handling team.

For my complaint, i received email from dhirendra /nirbhay, however i get call from mr. Pankaj for talking on issues.

Here are few statements from mr. Pankaj (Who is handling my consignment damage case) which are not acceptable and encouraging for me / agarwal customers :-

A. Agarwal packers and movers do not have skilled persons in goa to handle your damages, thus i can not provide repair services for damages.
B. I will not share you any complaint number / claim number or request number for your complaint. You email directly to given email id and get the ticket number.
C. I am not responsible and will not provide support, if your email to agrawal claims and damage is getting failed.
D. There is no one agrawal who can change my decision, whom so ever you want to talk and wherever you go.
E. If you are old customer or new and if you want to deal with agarwal in future or not, i don't care. Don't shift your luggage from agarwal in future, if you are not happy.
F. I have seen many cases in my life and can handle any one like you either you are auditor, practitioner or not.
G. I will not accept any of justifications, my decision is final.
H. I will not accept any other damages, even if it is seen my the goa representative came for damage survey.
I. I will not share you the insurance copy of 2 lacks. (I have paid 6000 for this)
J. There is no insurance paper available with agrawal, we and have third party insurer who gives agrawal, a lum sum insurance amount for whole consignment.
K. Agarwal packers and movers do not have skilled persons in goa to handle your damages.
L. If you want me to handle your case, you have to listen to me, no one can help you.

First understand the issue i have faced in sequence.

1. I have received my consignment on 15th of jan 2020 and with few damages observed in unpacked and un installed articles.
2. The agrawal delivery boys were getting continuous calls to go at another location and they are asking to take all the shippers / cartons back with them.
3. Since my flat don't have shelf to keep the articles, thus i spoke with agrawal customer care team and explained the situation, and they told it is ok not to give cartons / shippers, also 100% unpacking is not required if not feasible.
4. Non of the delivery boys were knowledgeable to install inverter, ac, exercise cycle, so customer care team told they will send technician for installation of remaining articles.
6. On 15 jan 2020, till they left, i have shown the damages observed in unpacked and uninstalled articles and only damages observed till time were documented in delivery receipt.
7. I called customer care team asked further process for damage handling, and they have given number of a person mr. Rohit (Not sure), whose number is not in service.
8. Then i called goa agrawal representative mr. Ashish ([protected]) and he has given number of another lady ms. Seema ([protected]) who is taking care of damage cases at goa location.
9. I called her around 50 times for 3-4 days but there was no response. Later i came to know she is on leave.
10. Then i called agrawal delhi team, they have given number of someone, may be mr. Dhirendra and asked to call him for further process.
11. After my several request and, one person from agrawal goa team on 19-jan-2020 and inspected and noted all the damages for 9 articles. He has agreed for all the damages, taken picture and noted all the details in his dairy. Refer attached picture of diary.
12. Later i received call from mr. Pankaj and adamantly explaining about the damages, keep talking, don't listen, shouting, not accepting my concerns.
13. He was offering me to buy cheap price items for covering up damages and offering very less price for all the damages.
13. I asked the approved insurance copy of rs. 2 lacks, for which i paid 6000 to understand the terms and condition but mr. Pankaj denied to share.
14. Then i sent email to email id of agrawal handling damages (Customercare. [protected]@agarwalpackers.com) but all emails are came back with failed delivery.
15. I have called the customer care team and explained my situation and they told write a complaint and explain everything in email, which is happening with you.
16. Thus i am taking out time from my busy schedule and writing this email with details, so that agarwal team and understand the situation my customer end who have received the consignment with few damaged articles and getting bitter response from the persons handling my cases.
17. My humble request is please assign someone else and the right guy to handle the case, who don't want to spoil the the relations between agarwal p & m and customer and resolve this case as soon as possible.
18. Below is detailed description of my consignments damages for further reference and discussion. And photos of the same are attached for reference.

A. Mattress damage :- it has got holes at 5 places and a big torn over the label of mattress. The inside material of mattress is exposed outside. This damage can not be repaired in original condition. Mr. Pankaj is offering me to buy a cheap price cover of rs. 1000 for my costly mattress. I have told him even my mattress is damage and can not be come back to original and due to holes dust, water will go inside, even though the mattress cost is rs. 10000, water proof mattress cover worth rs. 3000 is only acceptable to me. (Mattress cost rs.10000 as package number 37).

B. Wooden cupboard damage :- compressed wood cupboard is damage from joints, detached from sides and thus i checked with the carpenter, he told compressed wood items are one time fitting and repair is not possible. Mr. Pankaj saying, its a partial damage, but it's a full damage, since it can not be repaired back. I need rs.1000 against this damages or send someone to repair it back to original position. (Cuboard cost rs.1000 as package number 24).

C. Exercise cycle damage :- the exercise cycle wheel have setting knob to adjust the speed, which is totally detached and damaged from original location. I called cosco service center person, they are asking rs.1500 along with replacement of the setting knob assembly. Mr. Pankaj saying, its a partial damage. Either send someone who can repair this or please give the insurance amount i. E. Rs. 1000. (Exercise cycle cost rs.1000 as package number 6).

D. Plastic stools damage :- both the plastic stools are damage and can not be repaired. Mr. Pankaj is not accepting this damage even after it was noted by agrawal representative. Please give the insurance amount i. E. Rs. 500 (Plastic stool cost rs.500 as package number 81).

E. Inverter for electric supply :- since no one came from agrawal p & m after several follow ups for installation of inverter, thus i called electrician and get it installed but the inverter is not working. Mr. Pankaj is not accepting this damage even after it was noted by agrawal representative. Either send someone who can repair inverter or please give the insurance amount i. E. Rs. 2000. (Inverter cost rs. 2000 as package number 67).

F. Fridge damage :- fridge front door have got damage. Mr. Pankaj is not accepting this damage even after it was noted by agrawal representative. Dent can not be repaired and it's a partial damage, thus please give the partial insurance amount i. E. Rs. 2000. (Fridge cost rs. 12000 as package number 3).

G. Steel almirah damage :- there are few dents and scratches in almirah. Mr. Pankaj is not accepting this damage even after it was noted by agrawal representative. Dent can not be repaired and it's a partial damage, thus please give the partial insurance amount i. E. Rs. 1500. (Steel almirah cost rs. 5000 as package number 72).

H. Clay pot (Mitti ka pot) damage :- as you can see in picture, clay pot is totally damage from top. Mr. Pankaj is not accepting this damage even after it was noted by agrawal representative. As it can not repaired back. Thus please give the insurance amount i. E. Rs. 500. (Clay pot cost rs. 500 as package number 7).

I. Plastic chair damage :- as you can see in picture, the plastic chair is totally damage. Mr. Pankaj is not accepting this damage even after it was noted by agrawal representative. As it can not repaired back. Thus please give the insurance amount i. E. Rs. 500. (Clay pot cost rs. 500 as package number 14).

J.ac not working :- since no one came from agrawal p & m after several follow ups for installation of ac, thus i called ac technician and get it installed but the ac is not getting power. Mr. Pankaj is not accepting this damage. Either send someone who can repair ac or please give the ac repair cost, once it will get repaired from my side (Ac cost rs. 25000 as package number 94, 95, 96).

Regards,
Dr. Ankit kumar pandey, ph. D.
Senior certified auditor / senior consultant / senior practitioner
Goa, india.
[protected]