[Resolved]  Canon — Complaint against the lady at Canon Service Centre in Thane (Maharashtra)

Address:

Thane, Maharashtra

I have a specific complaint about the lady who deals with the customers at Canon service centre located in Charai area of Thane city (Maharashtra). I deposited my camera on 11th June 2015 and received it on 25th June 2015. My complaint ID is CD[protected] Here are the two issues: 1. Not calling up the customers: This has happened two times with me so far. I have never been informed that my camera has arrived at Thane branch. There's no system or a procedure. The staff doesn’t follow the protocol. While depositing the camera, I was told I will called but it never happened. I receive text message from Canon that the camera is ready, but when I call Canon service centre of Thane, I am told the camera has not arrived. Only after I insist them to look for it by proving my Call ID, then I am told that the camera had arrived. Why a customer needs to so much of a followup? 2. Complete arrogance and non-professionalism: When I deposited the camera on 11th June 2015, the lady at the service centre told me that the charges will be 2500 INR + 14% service tax. When I went to collect it on 25th June 2015, I found out that only CMOS was cleaned and I was charged INR 1140. I asked her why is it lesser than the original estimate. Now I don't have problem being charged less, but I wanted to understand the reason. To my question, she started acting weird. She was arrogant. She told me that 1140 was for the CMOS cleaning (because it was written on job sheet) and that the actual reason is known to people who do the servicing of the cameras. She clearly said she has no idea why the camera only received CMOS cleaning and not an extensive servicing. I wasn’t satisfied with her answer because at the time of depositing the camera I had asked for a full servicing to be done. She annoyingly asked me if I want to clarify the details with the people who do the camera servicing, to which I said yes. So she made a call displaying great difficulty and frustration, and handed over the phone to me. The person on the other side explained me the problem. I got convinced with his explanation. He told me that since there was no other problem to my camera, CMOS cleaning was the only thing needed to be done and that is why I am charged only 1140. It sounded fair enough. So we ended the call and when I gave money to her, she pulled it showing her arrogance one more time. I told her that this is not a way to deal with customers as I was leaving and she sarcastically remarked “thank you, sir". The lady and the man on the phone said similar things. However, I have no idea what was the lady’s attitude all about. We customers have right to ask questions. I have right to know why my camera only received CMOS cleaning, and why didn’t get extensive cleaning/servicing as I had requested in first place. As a representative of the Canon company, the lady should have had knowledge about it and should have explained it to me with some decency. If she didn't know, she should have asked someone from her team (which she did), but the way she did it was really not professional. I want Canon India to take strict action against this lady. The employees who collect our cameras may not know the technical details, but they should at least be aware of the services given to each customer. The least they can be is be polite and act professional. Out of all the worst consumer experiences I have had, this one surely makes it to the top. I’m really disappointed with Canon’s after-sale services.