[Resolved]  Agarwal Packers & Movers — Damaged Goods during Transit & Carelessness

Address:

Mumbai Suburban, Maharashtra

My household goods were shifted from Kharghar, Navi Mumbai to Lucknow on 31st Mar 2012 by M/s Agarwal Packers & Movers Ltd. I was charged Rs. 50K for Household transfer and Approx. 4K for Insurance of worth 1.5 Lakh. It was my repeted request to the staff busy in packing the goods that please dismantle my wooden TV rack (Zuari Make) completely so that it doesn’t get damaged during transit. However, they kept on assuring me that they will make sure that it will reach safely to the destination.
While unpacking the goods I saw that my TV Rack is damaged along with the Coir mattresses have also loosened badly. I immediately made a call to their local representative (Mr. Sharad Pandey) to come and visit and log my complaint. Mr. Sharad Pandey had sent his representative to check the damaged items. The Representative also confirmed the damaged and documented the same and also carried the damaged piece of wooden rack along with him so that he can find out the same piece and get it replaced.
However, I made many calls to Mr. Pandey to check the status of my complaint and its resolution but he is still not ready to give satisfactory answer. I have written a mail to him on 20th April against which I didnt get any reply and then I rewritten the same and marked the copy to Vice President and Senior people available at Mumbai office but still I am awaiting their reply on that. I am really shocked to understand the kind of approach and process of customer readdressal is practiced by such a prominent name in packers and movers industry. I didn’t expected this kind of service and lack of such a poor communication from Mr. Agwarwal & Packers & Movers Ltd.
I am following up on my own and tried to find out if they have any escalation process by which I can take my complaint to the responsible people who have intent and authority to act for their customer's. The kind of response is got was further shocking by Vice President sitting at Mumbai office that He is the only authority and no one is above him to take the decision.
I have a very simple question. Why did they charge for insurance and why they cant settle my claim despite charging me for insurance???