We had bought an LG air conditioner from the Reliance Digital Store from the Axis mall on 1st of August.
We were not satisfied with the service provided after the purchase. In fact there was no service from their end. We had faced a huge problem regarding the installation which wasn’t done on the right time. After having faced such harassment we decided not to install the air conditioner and return back the same. We had conveyed our intention within 7 days of our purchase.
However after months of struggle; they finally agreed to take back the air conditioner and had asked us to return back the other additional stuffs which we got with the air conditioner. We have returned the standing fan and a rebok shoes 2-3 weeks back. They had been telling us from past 2-3 weeks that the air conditioner would be picked up from home. But till date the same hasn’t been done and I haven’t received my money back.
The floor manager M Rajiv insured us that air conditioner would be picked up last Thursday. But when we called up to confirm the timing; the team straight away said that it won’t be possible on Thursday. After repeated calls and hot talks; they said they would try to pick up by the evening after 8. At 8:30 my husbands calls up the store and they said the pick up man would let you know the time. The man calls and says it wont be possible before 1 am in the night. We call up the manger who says wasn’t in the duty; his team kept saying the whole day that he is in the conference.
We waited till the night and still there was none to pickup the air conditioner from the house. Next morning we get a call saying the driver did not trun up as we abused him. Firstly these people don’t stay with their words, secondly 1:00 am is not the right time and then they expect people to behave well with them. We had not abused the driver as it doesn’t make sense abusing him. However next morning the manger called and finally we decided the pickup would be done on Wednesday as in today. Now it almost 1pm and there isn’t any call from the Reliance store for the pickup.
We have been facing this harassment from the month of August. These people have no ethics; no sense of responsibilities and no after sales customer services. The whole team simply keeps lying.
We are simply fed up with the same and want immediate action. We request to take action on this ASAP. The following was the mail sent to the Bajaj Finance and LG service as there is no proper way of registering complains in Reliance web page.
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Last month, my wife purchased an LG air conditioner from Reliance Digital Store from the Axis mall outlet in Kolkata on 1st of August, 2011. The unit was delivered to me the next day (Thursday) with an appointment to install on the next day (Friday). The installation was to be done by Reliance Digital personnel.
Even though I had office, I committed to the appointment time and was there at 12 noon (the appointment time). Nobody had turned up so I called up the store to find out, they said he was on his way. Time passed by and after every 30 mins interval i called up the store and they said the same. Later they passed on the contact details of the person in charge of services. I spoke to him a number of times and he said the same. Around 5:30 pm, the person who has to install calls up to say that he is on his way and would like to know if I am still at home.
I waited for him till 6 - 6:15. The person then arrived at around 7 pm.
After repeated calls, it was decided that the installation person will come back on coming Tuesday/Wednesday and install it. Time was fixed for 3 pm. He turns up at around 4:15 after repeated calls with the Customer Relationship Manager (Reliance Digital) and the Person in charge of Services. After investigation, he says that since its a RCC wall, it will cost Rs. 2500 for it. I tell him that there is a 5 inch brick lining meant for Split AC installation and to do the masonry work on it. He says it insn't there even though the flat layout is shown. He refuses to accept the fact that there exists such a brick wall. I ask him to call for the facility electrician and he will confirm the same. Later I get a call from his reporting manager and I tell him regarding the same. The installation guy goes down to get the ladder and doesn't return. He cannot be traced for the next 2-2 1/2 hrs. In the meantime, I am getting updates from my wife saying that he hasn't come back. I follow it up again with Reliance Digital Customer Relationship team, Rescue team and the Services head. They connect to him and he informs that he is downstairs.
He comes back around 6:30 - 6:45 to the flat. He says sorry and then starts excuses when its asked what he was doing downstairs. Then he says that the installation will take around 9 hrs and since its already dark, he will be back the next morning. I called up the Customer Relationship Head and the Services Head and conveyed the same to them. Later when a teleconference was setup between the installation personnel and the Services Head and myself. He lied about saying that we didn't allow him to work.
This is pure harassment. I told them to take the product back and refund the money but they say it cannot be taken back (though they do have a 7 day refund policy). They ask me to provide 2 days for the installation and give them a third chance. I am not ready for it. I have no trust. They are expected to be professionals since they work for such a big brand name but they prove to be unprofessional.
Both the days, I or my wife had to miss office to be present for the installation.
I have communicated the same to the Reliance Digital store and Bajaj Finance too. I want a complete refund of my money and the product (still unpacked) be taken back.
The loan is on the name of my wife, Prabjyot Kaur, for a period of 8 months.
She has given instructions to her bank to stop the payment to Bajaj Finance as this product was taken on EMI.
I will be speaking to the Mumbai Corporate Office tomorrow (today its a holiday over there) to further escalate the issue.
Please acknowledge the receipt of this mail, failing which I will consider it as accepted.
For any queries, please revert back.
The second mail was communicated with the floor manger and the service head eastern region of Reliance digitial
Kishore,
As discussed over the phone, I am forwarding the mail that I had earlier sent to Bajaj Finance and LG since I wanted to report it to the concerned. I couldn't find the contact details for Reliance Digital or any any of its divisions. Although, I tried to register the same complaint using the complaint form in the Reliance Digital website but on form submission, it failed due to some technical (script errors) errors. I tried using different browsers i.e. IE/Firefox but I couldn't.
I hope you understand the extent to which we were harassed. We expected professionalism and a customer centric service. We are quiet taken back and disappointed. I hope we can someday return and shop from Reliance Digital.
As communicated, we wish to return the product as it is and expect refund of the entire amount we paid. Also since the purchase was done on EMI from Bajaj Finance, we would request to cancel the loan officially. My wife has already directed her bank for stop payment. I have received communication from Bajaj Finance to speak to the Dealer to cancel the loan.
The product can be picked up before 9:30 AM or after 7 PM on weekdays. Otherwise, Saturday first half will be fine for product pickup. Please do confirm the day and time. Also please let me know what needs to be done on my side.
Once again, I hope Reliance Digital can improve and provide an appreciable customer experience.
We request you to please do the needful.
Regards,
Montek Singh Ahluwalia
([protected])
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Reliance Digital/LG AC — Faulty AC supplied
We have recetntly shifted from B'lore and bought 3 Ac's from Reliance digital. Of which one of the LG 1.5 tonne window AC is having trouble right from the next day of the installation.Apart from that, the Carrier stabilizer supplied came without the wall mountable stand. From 10th of June till date we have been repeatedly calling them for the stand and completion of installation besides calling fro engineer to make the A/c work. First the engg arrived and declared the stablizer wire had lose contact and claimed having fixed the problem and left. When we switched the A/c later in the evening we found the AC was not cooling at all. Repeated follow-up calls continued and finally one shabby engg(outsourced from some other company arrived. He pullout out the Ac from the wall, opened it fully, pouired some 2 bottles of cold water in some part of AC and tried his hand at making the Ac cool down. He again found the stabilizer wire was not installed properly. I am AGHASt that as simple as a wire cannot be fixed properly by the so called technicians. The AC still does nt cool down and ingact blows hot air at 35 degrees and I am still awaiting a solution.Please help!