1. My original Email request dt. Oct 13, 2022, for a FIRM MATTRESS made to CM Assonora Reservations
2. REMINDER Email dt. Oct 17, 2022, to respond sent to CM Assonora Reservations with cc to MemberExperience
3. Email confirmation from Samol Manerker, Manager Front Office, CM Assonora, dt. Oct 17, 2022, confirming availability of FIRM BED MATTRESS
4. Email dt. Oct 23, 2022, requesting Samol to replace the Mattress in my Room No. 1009 and his email dt. Oct 23, 2022 confirming that the replacement would be done.
5. After the Mattress "replacement" was completed by the staff, i sent a Complaint Email to Samol at 11:52pm on Oct 23 2022, informing him that a Plywood sheet was inserted under the quilt to serve as a "FIRM MATTRESS". Pictures of Plywood sheet sent in referred Email attached to this Email for reference.
6. I further sent an Email to MemberExperience on Oct 23, 2022, which was received at 00:00:59 on Oct 24, 2022., with the same Complaint info described in detail. Pictures of Plywood sheet sent in referred Email attached to this Email for reference.
7. In response, I received an Email from MemberExperience dt Oct 24, 2022, with the info that My service request/ticket number assigned was: [protected] and that they needed time for a resolution.
8. REMINDER Email dt. Oct 30-2022, was sent to MemberExperience informing them that NO ACTION w.r.t. Ticket No. [protected] was taken as yet.
9. Email response received form Ankita Gopnarayan, MemberExperience Management Team, dt. Oct 30, 2022, informed me that more time was needed for a resolution and My NEW service request/ticket number assigned was [protected].
10. As I was not satisfied with the TAT for resolving the pending issue, I sent an Email dt Nov 02, 2022, requesting MemberExperience to send me the Escalation Matrix, so that I could escalate my grievance.
11. I received an Email response from Sagar Gamare, MemberExperience Management Team, on Nov 03, 2022, along with the assignment of a THIRD service request/ Ticket number:-[protected], informing me that they were still working on my "query" and with no commitment on the TAT for my COMPLAINT.
The date today is Dec 20, 2022, which is more than TWO MONTHS from my first Email to CM, Assonora.
Issue was escalated to Mr. Sanjay Haria and Ms. Meghana Desai. No written response from either person - only telephone calls from their reps assuring me that Club Mahindra would change their approach in future.
Very flaky response from their reps!!!
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