[Resolved]  Titan Watches — Poor Service

Address:

Karnataka

Sir,

I’m a loyal customer of Titan watches. In the past I have purchased a lot of watches for gifting it to my parents and family members, and I’m really proud to say that I never received any complaints. However I purchased a new Titan Orion Watch on 28th October, 2010 from the Banner Road Branch, Pune (Model No – 9234NAA Billing Amount – Rs8000). This was the first Titan watch that I purchased for my Personal Usage. The watch was no doubt worth the cost. I got a lot of compliments and I also suggested the brand to a lot of my friends and colleagues.
However 20 days back, to my surprise I got up in the morning to find that all the 3 hands of the chronograph meter were fallen inside the watch itself. The belt had also gone through a lot of wear and tear in these 2 years. I went to the authorized service center (World of Titan, 4th block, Kormangala, near to Sony Center, Bangalore) and was really treated in a bad way. I knew that my warranty had expired and was ready to pay for changing the belt as well as for the repair of the hands. I also waited for about 2 hours but the service was really poor. Firstly they repaired the hands which took about an hour and I was waiting patiently. They repaired the watch and gave it to me; I saw that the hand which shows seconds was not set at 12 which is actually the standard format in chronograph watch. It was perfectly set at 12 when I had given the watch for repair. I brought this thing to their notice the first response that I got was that we cannot do anything about this. I had to convince them for half an hour to get the thing done again. The repair process took an hour more. I was still waiting patiently. After the problem was solved they gave the watch back. Then I found that the outer lid of the watch that is on the back side was not fitted properly. But they said that they cannot do anything. I agreed. But just an hour after I came back I found that one of the hands of the chronograph meter had again fallen.
The second thing is that the belt of that watch was out of stock. I was very particular about buying the same belt. They communicated to me that the cost of that belt was Rs 1050/- I agreed to pay and placed the order. They said that we will inform me as soon as the belt comes. But the shock came to me after this. When I asked them how much time it will take which any laymen will ask I got a very rude reply. The person over there said that if you are in so much of a hurry you can go to some other authorized dealer and gave me 2 – 3 addresses (Jayanagar, Indranagar, Infantry Road). I stay in Electronic City hence I went to the Kormangala branch as it was convenient for me. I was sure that I will get a proper service which I didn’t. But still kept my calm and asked them to place my order. I asked them for the contact no which they refused to give. The only reason behind me asking for the contact no was to keep a follow up regarding my order.
It’s been 15 days I have been waiting for a mail as promised but haven’t got it yet. I’m a student at SIMC – B pursuing my MBA and Communication Management and have been learning that TATA stands for trust but the act is really contradicting the fact. I would like you to take my complaint seriously and revert asap as I really have a good relationship with the brand and would like to continue the same in future. Looking forward for a positive reply.