Hindustan Lever - Pure It — Pathetic Replacement Service, No response from Cust Care

Address:

Bangalore, Karnataka

I am extremely disappointed with your PureIt service. I had lodged a request for battery kit replacement (Rs. 365) on 11-Oct-2010.

After 3-4 days of continuous follow up, the service exec came to my house today at a time "convenient" to him (and not convenient for the customer). He had brought a battery kit for Rs. 510 as Rs. 365 was "out of stock".

The kit that he has replaced also does not work, the water does not come down from the first chamber (having carbon filter). Again I have lodged a complaint and I am sure it will NOT be attended to

I then check with your call center, who very conveniently tell me that I indeed placed an order for Rs. 510. I would have been fooled by them, had I not preserved the order confirmation message from PureIt, which clearly mentions that I have ordered a PureIt kit for Rs. 365. Thus everyone from your exec to the call center people are lying blatantly about me placing an order for Rs. 510

I have raised multiple complaints against my cell number, but have not got a single call back to resolve the complaint. I have even spoken to your Sr Exec - Mr Ramesh today morning, who assured me that the complaint would be looked into, but there is no response as usual.

Some complaint numbers are as follows:
C[protected], C[protected], C[protected]

Surprisingly, I am getting SMS that complaints are in resolved status - looks like the complaints get auto closed in 48 hrs to maintain the SLA irrespective of whether resolved or not.

I think you have too many customers now to bother about individual issues. All the issues are taken in stride and no one bothers to resolve the complaints on time. For the past 4 days, I am buying mineral water from outside (@Rs. 45 per day) hoping that the issue would be resolved the next day, but nothing happens

Hope you could have shown same enthu that you show in your 1 crore TV ad to maintain your customers. I have almost made up my mind to look for some better products in the market and get this replaced permanently

--Tarun