[Resolved] Kenstar Home Appliances (Food Processor & Microwave Convection) — Bad After Sales Service and Customer Care of Kenstar India | |
It is with utmost fury, frustation and pain that i pen down the saga of my sufferings using two products of Kenstar Appliances, namely its Convection Model Microwave and its Food Processor. I am Dr. Manoj S. Kamat based in Panjim Goa and i purchased both the above mentioned products one and half year before from CMM, Panjim Goa. Kenstar's after sales service showed its first sign of shher irresponsibility by making we wait for more then 20 days for the demo. My repeated calls to the centre and the dealer seemed a futile exercise as the company did'nt even bother to arrange for the demonstration of the appliances for which i parted my hard earned money. After constant calls, and my ultimatum that i will drop the appliances in the dustbin of the service center if they are not attented to, a stupid service personnel "favoured" by making it to my home, opened the boxes adoring my kitchen yet to be opened and showed me the switches to put it on. Promising that he will make it some other day for the demo for he is "extremely busy" he left never to return till date. Result: For past 18 months i havent used the Microwave except for reheating bread ocassionally, and the food processor is served as a mixer. We couldnot use all the functions of the food processor to for simmilar reasons. Last month the food processor used as a mixer turned off, refusing to restart. Bitten by the prior bad experience and yet in trouble i called the call centre (Kenstar service center, located at Kamat Complex, Caranzalem, Telephone[protected]/ 862/914) at least 7 times in past 10 days and every time I am promised that the engineer would visit my house today. Till date "Tomorrow" has never come, leaving my family in difficulties without the food processor (read "mixer").. I am pained that such a reputed company like Kenstar witha range of appliances, are so shabby with customer care and after sales. IMAGINE IF THIS IS THE PLIGHT OF CUSTOMERS, STILL COVERED UNDER THE GUARANTEE PERIOD, what does the company's philosophy stand for. I m not so surprised that innumerable complaints from poor and helpless customers figure out on www.complaintboard.com and simmilar sites. Bitten by such experience, I would strongly NOT RECCOMEND Kenstar appliances to anyone, and strongly urge to turn down its products "EVEN IF THEY ARE OFFERED FOR FREE " Was this information helpful? | |
Aug 14, 2020 Complaint marked as Resolved | |
 10 Comments | |
Comments
Dear sir,
I strongly agree with your opinion. Now I am also the same victim as recently 20 days back very unfortunately I bought the Kenstar convection microwave oven but nobody turned for the demo still . I don't know whether they will come at or not. I couldn't even to inform the same to the dealer, THE NEXT SHOW ROOM at T.Nagar, as I am getting constant response "no answer ' to the mobile calls.
Yours
MMMunisekher
I strongly agree with your opinion. Now I am also the same victim as recently 20 days back very unfortunately I bought the Kenstar convection microwave oven but nobody turned for the demo still . I don't know whether they will come at or not. I couldn't even to inform the same to the dealer, THE NEXT SHOW ROOM at T.Nagar, as I am getting constant response "no answer ' to the mobile calls.
Yours
MMMunisekher
I fully agree with this.
I had myself bought a Kenstar OM-20ACF Microwave on 17/10/2007, for the past two months it is not working and repeated phone calls to the durgapur and asansol(West Bengal) service centres have gone in vain. Sometimes the story runs like "no service engineers available", 'no spare parts available", "having problems with parent company" and what not. They had sent one person once to check up, who said the PCB is faulty, he changed the same and then claimed the door switch is not working...we are suffering immensely because of the irresponsible attitude of KENSTAR. My suggestion is please donot buy any Kenstar product or else the suffering will be inevitable.
I am a resident of Durgapur(west bengal).
I had myself bought a Kenstar OM-20ACF Microwave on 17/10/2007, for the past two months it is not working and repeated phone calls to the durgapur and asansol(West Bengal) service centres have gone in vain. Sometimes the story runs like "no service engineers available", 'no spare parts available", "having problems with parent company" and what not. They had sent one person once to check up, who said the PCB is faulty, he changed the same and then claimed the door switch is not working...we are suffering immensely because of the irresponsible attitude of KENSTAR. My suggestion is please donot buy any Kenstar product or else the suffering will be inevitable.
I am a resident of Durgapur(west bengal).
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])
Kenstar home appliances/ microwave — complaint against servicing
Dear sir, I have made complaint for the repair of my Kenstar microwave in june 2009 (purchaged in 22/08/2007) which is attended by serviveman from M/S Om service centre, Mumbai (contact no.[protected] on 02/07/09.Service man on 02/07/2009 removed my PCB for maintenance and taken away to service centre. Since than my PCB has not been installed. I regularly contact the service centre and they have only one excuse that the part is not available and being brought from Aurangabad. I think one month is enough time to do so.
Please take expedite action in this matter. These service centres are only doing bad name to your esteemed Organisation.
Awaiting for your quick responce and necessary action.
Thanking you.
Yours faithfully.
G N Suyal.
Type- D- 42/12, BARC Colony, Boisar.
PO- TAPP
Dist.- Thane, Maharashtra.
Pin- 401504.
Complaint no. MUM[protected].
From G N Suyal
Type- D- 42/12, BARC Colony
Boisar, Po Thane
Pin 401504
Contact no. [protected].
VERY TRUE, NO ONE SOULD EVER PURCHASE ANY KENSTAR PRODUCT. STORY IS SAME PCB OF WASHING MACHINE GETTING FREQUENTLY BURNT. EVERY TIME GOT REPLACED THROUGH AUTHORISED SERVICE CENTER WIT GREAT DIFFICULTY. ALMOST HALF THE COST OF NEW MACHINE HAS BEEN INCURRED SO FAR. AGAIN ASA GOT BURNT AND LYING AS A SCRAP SHOW PIECE.
I've been using a Kenstar Mixer Grinder and a microwave for several years. I've never experienced any problem whatsoever. Ofcourse one can get frustrated when such glitches arise and the company is held responsible for poor tech support. Their products are good. Take your grievances to the consumer redressal forum and everything will be ok. All the best.
I have a similar problem, i had registered a complaint with Kenstar service centre in Bangalore (Rajaji Nagar, Mr.Divakar). Till now they have not attended to the problem with my Microwave Oven. On enquiring they give un professional replies like it will be attended the next day (it is more than 10 days now) or Technician is ON leave or they are overloaded with service requests. Its a shame that companies like KENSTAR are taking customers for granted and are prepared to tarnish their image by having such people and setup...will never buy KENSTAR product or will ever recommend to someone in my life time.
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