Aug 01, 2017
Updated by Radhika Ashar We got a conference call from the seller (VKS electricals) and service provider (Dakshaben - Annapurna services), on 29th of July, where Dakshaben said - she has received only one geyser from the company and there are 3-4 customers waiting to get their geysers replaced.
VKS electricals - confronted Dakshaben to provide replacement service to us at the earliest possible, and she said it'll be done by Monday 31st of July.
We received a call from Dakshaben on Monday 31st of July - where she stated that someone from her family is admitted to a hospital, and she's at the hospital. She asked whether the geyser has been replaced, on which we had let her know that no one came to our place to replace the geyser. She then said she'll check once she reaches her shop.
We do not have any further updates on the same yet.
We, your customers are tired of the excuses your service partners give, instead of delivering excellent customer service. We’ve all been customers ourselves, and we’re tired – tired of inadequate service, a lack of concern, and a take-it-or-leave-it attitude. We’re tired of being told everything under the sun except that which we long to hear, “How may I help you?” followed by the appropriate action.
Delivering good customer service begins with hiring customer service representatives that have the right personality fit, service attitude, and customer service skills. Good customer service skills require active listening, etiquette, problem solving, and general reasoning skills. A positive customer service orientation, collaboration, teamwork, and communication skills are also critical.
It is indeed disappointing that a company of this status has such a poor customer service and response system for a product that is in warranty. Surprised about their behavior in today's customer-centric and demanding age when they think they can sustain with this kind of service to the customers. I hope someone from the management team looks at this issue.
Aug 01, 2017
Updated by Radhika Ashar Received a call from Annapurna Services today late afternoon asking for a convenient time for sending the technician to install the replacement geyser.
We've informed that we'll be available at home after 6:30pm, else the technician can visit tomorrow.
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