| Address: | H block, h28, block G, UPSIDC site C, Surajpur, Greater Noida, Uttar pradesh, 201306 |
| Website: | www.bqielectric.com |
I am writing to you on behalf of my father, Rajesh Shaw, to address a pressing concern regarding the service experience we have encountered with our recent bike purchase from BQI which we purchased from M/s PRITHVI AUTOMOBILES. We believe it is imperative to bring this matter to your attention as it has been ongoing for an extended period without a satisfactory resolution.
On March 31, 2023, we purchased a GLIZER-48 V model bike of BQI from M/s PRITHVI AUTOMOBILES, and unfortunately, shortly after its acquisition, the bike began to emit abnormal noises, prompting us to promptly submit it for repair at your service center on July 1, 2023.
Recently, during a conversation with a representative from Prithvi Automobiles, it came to my attention that there appears to be a significant misunderstanding regarding the status of our bike. The representative indicated that the repair work has been completed but implied that we are being denied the return of our bike due to purported outstanding EMI payments. This assertion is not accurate as the bike is not repaired yet, and the information provided was misleading.
Contrary to this misinformation, I distinctly had a telephonic conversation with Mr. Partha Pratim Banerjee General Manager of BQI, where he acknowledged a control-related issue with our bike and assured me that repairs would be carried out within 7 days. Furthermore, Mr. Banerjee stated that if this timeline could not be met, the scotty would be replaced with a new one. I have retained a call record of his promise, which I can provide in email. Despite my efforts, Mr. Banerjee did not acknowledge my emails sent to him at [protected]@gmail.com.
Subsequently, I contacted customer service of BQI, and I was assured that a manager would reach out to me. Mr. Vikash Singh contacted me from the number [protected] and mentioned that a controller would be dispatched within 2-3 working days to Kolkata for the repair of our scotty. An email was sent to me on 14/08/2023, but unfortunately, there were no further updates. Mr. Singh did not respond to my calls.
After several months, I contacted another number listed on BQI website, which is [protected], and spoke to Mr. Akhilesh Singh. A group was created on September 27, 2023, which included other members of there team, namely Mr. Akhilesh, Mr. Vikash, Mr. Partha, and Miss Priyanka, to address my complaint. However, there has been no resolution to date.
It is worth highlighting that our scotty has been at the service center for an extended period, and the lack of resolution is highly concerning. The promises made by your team regarding the repair have not been fulfilled, leaving us in a state of distress.
Furthermore, I want to express my dissatisfaction with the rude behavior displayed by Mr. Akhilesh Singh during our calls. I have retained a call record of our last conversation as evidence, and I request an apology email from him for his behavior.
I would like to pose a fundamental question to BQI AND M/s PRITHVI AUTOMOBILES TEAM: How should a customer be treated when they are facing issues, and their complaints have not been resolved for an extended period? Is it the company's policy for its employees to respond in a similar rude manner, even when they are aware of the customer's ongoing issues?
To date, there has been no resolution, and I have been given contradictory information about the status of our scotty. This situation has caused significant frustration and inconvenience. I also noted that Mr. Partha Pratim left the WhatsApp group during our conversations, and Mr. Akhilesh informed me that he had been fired, citing his inadequate response to my complaint. Don't you think that Mr Akhilesh is making a joke of your management and customer as well sharing this kind of information.
Recently, after mentioning that I see that, Mr. Partha Pratim sent an email stating that the controller has been sent, which contradicts the previous information provided by Mr. Vikash and Mr. Akhilesh. It is evident that we have been subjected to false promises and misinformation, causing undue distress.
I also sent email to CEO urging him to investigate this matter promptly, considering the substantial evidence I have shared, including call records and WhatsApp chats with him. However I have not received any reply from his end as well. We seek a resolution to our issue as soon as possible, as well as the new scotty promised by Mr. Partha Pratim as it's already been more than 4 months the scotty has not been repaired and again they are doing the same sending controller and I am quite sure this time also they will not be able to do the needful. For the first time Mr Partha Pratim Banerjee sent an email to me yesterday that again they are sending a controller. I can shared all the emails received and the email I have sent and the whats app chat and audio call. I don't have all the audio calls. Again I have not received any update from M/s PRITHVI AUTOMOBILES and BQI that when they are resolving my complain.
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