AO Smith — Worst Service! Technician Manipulating the complaints Status against customers

Address:

700051

Customer Name - Bharati Saraf
Customer Registered Mobile Number - [protected]

I am writing this email on behalf of my elder parents who is the register customer for the product (details see above).

I would like to inform and bring to your notice the pathetic state of your service for water heaters by your technician. Being a senior citizen i am taking the pain here to write in details what has happened to a simple service request raised by me.

I raised a complaint through customer care 19th Dec for general service of my geyser. The complaint was raised and assigned to Mr. Kundan with mobile number [protected] on 20th Dec.

The very next day the it got automatically re-assigned to Mr. Asutosh with mobile number [protected]. Thereafter quite shamelessly the it continuously kept on updating as "Customer has asked to Hold". What a joke! Meanwhile i received no calls whatsoever from your technician.

This phenomenon kept on happening every single day till 24th Dec. On 24th Dec i received the very first call where the technician mentioned he is coming immediately, however due to absent of a male member at that time he was requested to come a bit late around afternoon which he readily accepted and promised to turn up.

But Mr. Technician did not turn up again and the same phenomenon started again with automatic status update "On Hold Due to Customer Request" till 26th Dec when at 5 PM i received a shocker saying "Request auto closed due to 7 days inactivity" What nonsense is this? Do you guys even bother to trainer or monitor the guys on the field to do their job properly.

There is a delay in writing this email as my parents were out of station and is now back at the registered address. While i strongly recommend you to take this up and provide a resolution at the earliest.
Meanwhile, i am going to write to your higher management as well informing them the same and registering complaints against your technicians i.e. Mr. Kundan and Mr. Asutosh for wrongly manipulating the status.

Hoping for a quick turnaround from your end to do the least of solving this issue and stopping me from making even further escalations as i am seriously pissed off with these attitude.

Regards,
Bharati Saraf