[Resolved] Kenstar — Pathetic customer service | |
I recently brought Kenstar food processor (which i feel was a wrong decision) thinking it was good to have a product of a MNC company. It was working properly for first two months. Then it started showing it's true colors. It's not working properly. Though we brought it as an appliance which takes care of all the needs in kitchen, it was not performing all the functions it was intended to do properly. It seems this MNC company doesn't have a customer service of its own and maybe it has outsoruced to some other agencies. If you dial the number gave in the manual, you would be the luckies person of the day if you get the response. Even if you get a response all you get is a false assurances that somebody would turn up and repair it. It's almost a month now that i registered the complaint and somebody is yet to turn up at my home to have a look at it. I sincerely advice everyone not to buy any products of this company as it seems the customer service is very bad with not only the product i am mentioning and it is the same case with other consumer durables like washing machine, refrigerator etc. (you could read hundreds of such compliants on web). I hope company realises that it's high time they serve the customer or better shut the shop and leave the country. Was this information helpful? | |
Aug 14, 2020 Complaint marked as Resolved | |
 12 Comments | |
Comments
i am sold 2 years back mixe grainder purchase time tell distributer 12 years warrenty, 2 times motor winding burn no serviing demand to pay ammount 2 times
Reply
I bought a Kenstar food processor on Dec 08.After 3 days the guy was came for demo .After the guy was left, when I start to use this machine it give some burning smell. When I call to this guy he said you need to call customer call. When I call to customer call they said you need to come to our service center. While time of buying they said that it will provide home service. When I call to customer care they are saying you need to come at our service center .This is not a small product that u can keep it in your pocket and go to service center.
So my opinion here is don’t go for any kenster product. Go for only those whose services are good.
So my opinion here is don’t go for any kenster product. Go for only those whose services are good.
I agree with this complaint, I have purchased one kenstar air cooler in April 09 and after one month the
cooler was stopped working, I logged one complaint to provided customer care No. on Kenstar Box,
I logged first complaint on 22nd May 09 the customer executive gave me my complaint no. (PUN [protected]) and promised me that i will get a phone call in 2 hours and service in 24 hours, but didnt got a single call so again I called on the next day the another executive (the keep changing executives) said the same work will be done on that day only, again same procedure as i will get call in 2 hours and service in 24 hours, but on that time also they didnt call or attend the call, then i again call then and asked about the comaplaint the another customer executive said that ""my logged call has canceled"" so i will have to logged a new call for this, I dont know how and why my complaint got cancelled when i asked that person i want to talk to your senior he gave my call to his collegue and told me he is our manger (Hemant Pillay) when he was just an executive.
I explained each and every thing to him he also promised me that they will take care of my complaint in 24 hours.
since that day i havent got any service or any type of call.
Pls help in this.
Regards,
Sachin Shinde
cooler was stopped working, I logged one complaint to provided customer care No. on Kenstar Box,
I logged first complaint on 22nd May 09 the customer executive gave me my complaint no. (PUN [protected]) and promised me that i will get a phone call in 2 hours and service in 24 hours, but didnt got a single call so again I called on the next day the another executive (the keep changing executives) said the same work will be done on that day only, again same procedure as i will get call in 2 hours and service in 24 hours, but on that time also they didnt call or attend the call, then i again call then and asked about the comaplaint the another customer executive said that ""my logged call has canceled"" so i will have to logged a new call for this, I dont know how and why my complaint got cancelled when i asked that person i want to talk to your senior he gave my call to his collegue and told me he is our manger (Hemant Pillay) when he was just an executive.
I explained each and every thing to him he also promised me that they will take care of my complaint in 24 hours.
since that day i havent got any service or any type of call.
Pls help in this.
Regards,
Sachin Shinde
Dear Sir,
Quote
Kenstar also recognizes the importance of after-sales service to the consumer. Which is why, we are constantly engaged in enhancing the level of consumer satisfaction - a truly demanding task in itself. Our strong back-office support, the Kenstar Service Department has developed a unique module of service that enables consumer attendance in less than 24 hours, starting from the time a complaint is launched in any part of the country.
Unquote
The above quote is taken from your web site.
The website has option for finding the Service Centers but is not enabled (sic!!!). There is absolutely no mention about the customer’s complaints or the Service help line number.
Fed up with the poor services from your local (Ahmedabad) dealer I took the help line number and tried to seek help for the repair of Mixer Grinder. I am giving below an account of my experience dealing with your Service Call Centre ([protected])
On 28th May’2009 I contacted the Service Call Centre and got my service request registered (Complaint No.AHM[protected]) for Kenstar Model MG9604A Mixer Grinder. The executive told me that the service engineer would visit with in 48 hours (The web site says with 24 hours..sic!!!).
I requested the executive over phone to provide me the local Service Centre Address or Contact number so that I can either visit or talk to the concerned to save time. I was informed that this information can not be given and as per the system, the service requests are to be registered with the Service Call Centre only. I made a request to take a note that the engineer should visit only after talking to me over my mobile phone ([protected]) phone.
Today, 3rd June, 2009 after waiting for more than 144 hours, I contacted the Call centre again to remind. To my great astonishment I was told that my address was wrong (as reported by their service engineer Mr. Ghanshyam) and therefore the complaint is closed. I was given a new Complaint No. AHM [protected] by the call center executive Ms. Sheetal. She also advised me to talk to the local service centre and told me to contact Mr. Raju at 230666. When I told her that there can not be a 6 digit phone number in Ahmedabad (sic!!!) she gave me a mobile number of Mr. Vijay Parikh [protected]. She never told me that I should try this number after 11 (sic!!!). I requested her to lodge a complaint against Mr. Ghanshyam who has wrongly reported for closing the case citing the reason of incorrect address but she gave me no solutions for such grievances.
I tried on the mobile number several times but got no response. I called up the Call centre again to enquire whether the number was correct. I asked the Call Centre executive to transfer the line to the Call Centre Supervisor but I was told that his line was busy and I should call again after 10 minutes. I kept holding the line but to no avail.
I joined the Call Centre number again and this time Nazneen picked up the line and spoke in chaste Hindi whereas I had opted for talking in English. My request to transfer the line to the Call Centre head was not entertained.
Furious, I called the centre again and talked to Ms. Jayshree this time. She wanted to know the reason for transferring the line to the Supervisor. When I told her that I wish to make a complaint against the Call Centre executives she told me that she is the boss. Suspecting her behaviour I insisted for talking to the Call Centre head.
The line was then transferred to Mr. Dheeraj, Manager of Call Centre. I insisted for initiating action as under:
Mr. Ghanshyam: For giving false report of wrong address and not following the instruction for talking to me over my mobile phone prior to the visit.
Ms. Sheetal: For not informing me that I should call after 11 am to contact Mr. Vijay Parikh and also not transferring the life to her superior inspite of my insistence.
Ms. Nazneen: For talking to me in other language inspite of my opting for English & not transferring the line to the Supervisor in spite of my holding the line for long.
Ms. Jayshree: For blocking me to reach to her superiors. For shielding her colleagues by imposing herself as the Head of Call Centre.
Mr. Dhiraj: The Manager of the Call Centre showed helplessness while talking. He should be held overall responssible for the entire episode and improper handling of the customer’s grievances / complaints.
I sincerely hope that my feed back would help you to weed out the shortcoming in the system and improve the services of the company. This complaint should be limited to be seen as against a particular person but against the system as a whole. I would like to make some suggestions as under:
1. The website should guide the customers properly with the address / contact numbers of the all service centres.
2. There should be provision to lodge complaint on the web site also.
3. Call Centres should have correct address / contact numbers.
4. All service related grievance should also be registered at the Call Centres.
5. Call Centre executives should not discourage the customers to talk to the superiors even though the matter could be trivial.
6. The feed back on closing the complaints should be sought by sending sms or verbal feed back over phone to ensure proper customer satisfaction.
I am trying the mobile number of Mr. Vijay Parikh [protected] since 11 O’ clock (till 11.18) but no one is picking up the line….. who bothers for the customers.. afterall?????????????????
Regards,
D K Goswamy
1002, Labh Shukan Tower, Nr. Judges Bungalows,
Bodakdev, Ahmedabad
(mobile [protected])
Quote
Kenstar also recognizes the importance of after-sales service to the consumer. Which is why, we are constantly engaged in enhancing the level of consumer satisfaction - a truly demanding task in itself. Our strong back-office support, the Kenstar Service Department has developed a unique module of service that enables consumer attendance in less than 24 hours, starting from the time a complaint is launched in any part of the country.
Unquote
The above quote is taken from your web site.
The website has option for finding the Service Centers but is not enabled (sic!!!). There is absolutely no mention about the customer’s complaints or the Service help line number.
Fed up with the poor services from your local (Ahmedabad) dealer I took the help line number and tried to seek help for the repair of Mixer Grinder. I am giving below an account of my experience dealing with your Service Call Centre ([protected])
On 28th May’2009 I contacted the Service Call Centre and got my service request registered (Complaint No.AHM[protected]) for Kenstar Model MG9604A Mixer Grinder. The executive told me that the service engineer would visit with in 48 hours (The web site says with 24 hours..sic!!!).
I requested the executive over phone to provide me the local Service Centre Address or Contact number so that I can either visit or talk to the concerned to save time. I was informed that this information can not be given and as per the system, the service requests are to be registered with the Service Call Centre only. I made a request to take a note that the engineer should visit only after talking to me over my mobile phone ([protected]) phone.
Today, 3rd June, 2009 after waiting for more than 144 hours, I contacted the Call centre again to remind. To my great astonishment I was told that my address was wrong (as reported by their service engineer Mr. Ghanshyam) and therefore the complaint is closed. I was given a new Complaint No. AHM [protected] by the call center executive Ms. Sheetal. She also advised me to talk to the local service centre and told me to contact Mr. Raju at 230666. When I told her that there can not be a 6 digit phone number in Ahmedabad (sic!!!) she gave me a mobile number of Mr. Vijay Parikh [protected]. She never told me that I should try this number after 11 (sic!!!). I requested her to lodge a complaint against Mr. Ghanshyam who has wrongly reported for closing the case citing the reason of incorrect address but she gave me no solutions for such grievances.
I tried on the mobile number several times but got no response. I called up the Call centre again to enquire whether the number was correct. I asked the Call Centre executive to transfer the line to the Call Centre Supervisor but I was told that his line was busy and I should call again after 10 minutes. I kept holding the line but to no avail.
I joined the Call Centre number again and this time Nazneen picked up the line and spoke in chaste Hindi whereas I had opted for talking in English. My request to transfer the line to the Call Centre head was not entertained.
Furious, I called the centre again and talked to Ms. Jayshree this time. She wanted to know the reason for transferring the line to the Supervisor. When I told her that I wish to make a complaint against the Call Centre executives she told me that she is the boss. Suspecting her behaviour I insisted for talking to the Call Centre head.
The line was then transferred to Mr. Dheeraj, Manager of Call Centre. I insisted for initiating action as under:
Mr. Ghanshyam: For giving false report of wrong address and not following the instruction for talking to me over my mobile phone prior to the visit.
Ms. Sheetal: For not informing me that I should call after 11 am to contact Mr. Vijay Parikh and also not transferring the life to her superior inspite of my insistence.
Ms. Nazneen: For talking to me in other language inspite of my opting for English & not transferring the line to the Supervisor in spite of my holding the line for long.
Ms. Jayshree: For blocking me to reach to her superiors. For shielding her colleagues by imposing herself as the Head of Call Centre.
Mr. Dhiraj: The Manager of the Call Centre showed helplessness while talking. He should be held overall responssible for the entire episode and improper handling of the customer’s grievances / complaints.
I sincerely hope that my feed back would help you to weed out the shortcoming in the system and improve the services of the company. This complaint should be limited to be seen as against a particular person but against the system as a whole. I would like to make some suggestions as under:
1. The website should guide the customers properly with the address / contact numbers of the all service centres.
2. There should be provision to lodge complaint on the web site also.
3. Call Centres should have correct address / contact numbers.
4. All service related grievance should also be registered at the Call Centres.
5. Call Centre executives should not discourage the customers to talk to the superiors even though the matter could be trivial.
6. The feed back on closing the complaints should be sought by sending sms or verbal feed back over phone to ensure proper customer satisfaction.
I am trying the mobile number of Mr. Vijay Parikh [protected] since 11 O’ clock (till 11.18) but no one is picking up the line….. who bothers for the customers.. afterall?????????????????
Regards,
D K Goswamy
1002, Labh Shukan Tower, Nr. Judges Bungalows,
Bodakdev, Ahmedabad
(mobile [protected])
yes i agree with you. i had bought a kenstar 1 ton ac 11 months back. just after i month it started giving cooling troubles.since i bought the ac the service center people have visited my place atleast 25 times for one after another problem. not to say that in 1 month my ac has gone in the service station for three times.just few days back they installed my ac without completely fixing it .they installed the ac without replacing the swing blade motor as the swing blade was not working at all. now the next day they came and took the motor of the swing blade saying that they will replace it with a new one within a week. i hope that they do a better job this time. and completely fix it. we had written to the company about this saying that may my ac be replaced with a new one. but who listens. what they did is that they send the same old people from the service center . you are so true that nobody bothers for the customer. i have gone hopeless. what will i do if the guarantee period expires and i have to empty my bank balance on the repair of this ac. where to go ? to whom to complain ? i am at a mess...
KENSTAR AC 1 TON — Swing option is not working
HI,This is Pushpendra from NaviMumbai([protected]) i have been complaining since a month regarding our fault AC, it’s swing option was not working since first day . We called so many times to customer care they launch a complaint but never reply.Complaint no. (THA[protected],THA[protected],THA[protected],THA[protected],THA[protected]) .once their technician came and took away the swing flap after that nobody came.Here i once again request to look in to the matter and reply soon.
Thanking you very much.
Regards
Pushpendra Kumar Gangwar
remote get locked but there is no help to unlock this on net .no user guide facility
I bought a KenStar Mixer Grinder in April. Before completing 4 months the grinding part of the Mixer came off. All the search for a service center went in vain as no one was giving proper response. I called to nearly 50 numbers before getting connected to the appropriate person. In addition to that I'm not cent percent sure that person will do the service. I have requested for home service as the service center timings is not in sink with my work timings. When a customer is coming to buy a product you do show immense customer support and dedication. Why this dedication is not seen in the quality of the product or when a defect occurs in the product, that too in Waranty period? The company has provided 6 years warranty for the product. In one month if this is the condition, how many times in 6 years I should search for a service center.
Raji
Chennai
(Mobile : [protected])
Raji
Chennai
(Mobile : [protected])
My Mixer cum Grinder is not working then me colled the below number I called to Dhrmendra on 27 August-2010 at 3.16 PM, to the Ph.No. [protected], But no body lifting the phone. It seems tobe worst service prividing from your end.
Pramod
Manager,
Vishwa group
Mob: [protected]
Pramod
Manager,
Vishwa group
Mob: [protected]
Kenster Microwave Oven has ceased functioning.Persistently I have been lodging complaint and getting assurance of service within 24 hours, but in vain.That is the plight.
P.ATAUL FAREED
33/265 P K STREET
PERIAPET
VANIYAMBADI 635751
VELLORE DIST
TAMIL NADU
P.ATAUL FAREED
33/265 P K STREET
PERIAPET
VANIYAMBADI 635751
VELLORE DIST
TAMIL NADU
Kenstar mixer cum food processor — not working and Warranty
Sir/MadamLast 16 days i am giving complaimts to them none of the sales engineer has came to my home for the product this is very disgusting thing and my product is in warrenty.
Regards
Mr V.D Shinde
[protected]
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