[Resolved] Bajaj Electricals — pathetic service against complaint for faulty bajaj 6l water heater

Radhika Ashar

from Pune, Maharashtra

Address:

380060

Dear team,

We had purchased bajaj 6l water heater majesty model on 22/4/17. We found water leaking through it, and raised a complain on 28th of june (Complaint no. Ahm[protected]-1). The technician visited in 24 hours and said tank needs to be changed. There was no update from them for next 8 days. We raised another escalation complain (Ahm[protected]-1) on 10th of july. We were then informed by the technician that the geyser needs to be replaced. We had multiple telephonic communications with annapurna services - dakshaben ([protected]) regarding the same. She said the geyser will be changed. Every time my parents speak to dakshaben, all she says that the replacement tank/ replacement geyser has not come yet / technician has not come yet. Today when my father spoke to dakshaben, she asked my father to get the old geyser to her shop, and take away the new geyser. The technician would then visit and fit it at your house.

Why should my 60+ year heart-patient father climb on a stool and open the geyser by himself and take it to the service center 8 kms away from our home? Is it not a duty of the service provider / mechanic / technician? This has been a harassing and pathetic service experience.

Its' been a month since the first complain, and our issue is not resolved yet. Buying a bajaj appliance has become a mental agony for us.

A happy customer can give greater mileage to a company by word of mouth publicity. So, it is better to focus on customer satisfaction, rather than giving excuses every time a consumer speaks to you.

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Aug 3, 2017

Complaint marked as Resolved

Geyser was replaced yesterday, after a month long wait.

Bajaj Electricals customer support has been notified about the posted complaint.

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.

Aug 03, 2017

Updated by Radhika Ashar Geyser was replaced yesterday.