[Resolved]  Videocon, Washing Machine — poor service

Address:

Pune, Maharashtra

I called up videocon service help line no[protected] on 13th April (Friday) 2012 aftenoon re: non working of my fully automatic washing machine which I had purchased in 2007 from DASS &co. Karve Road ,Pune. and received following SMS after a while
"Dear Customer,your call has been registered with us .Kindly note call no.PUN[protected].For any future assistance call[protected]"
.Immediately I received another SMS as" Dear Customer,your complaint will be serviced by our engineer DHEERAJ LOKRE AND HIS CONTACT NO IS [protected]". I called back help line number to ask what time the engineer is likely to attend. The reply was "your machine will be serviced within 24 hours of receiving the call (i.e. on 13th April 3.00pm) . I tried to contact Mr. Lokre on his mobile but he NEVER answered my call. Ultimately Mr. Lokre visited on Saturday 14th April 2012 at about 3.30pm. This engineer could not find the fault ( it appeared that he was a novice not properly trained by Videocon) . he started using hammer and screw driver to unscrew the pulsator disc. Finally he said he will go to office on 15th(Sunday) morning at 10.30 am and come with a senior engineer. I asked him that 15th being Sunday will office be open? he said " we work on all 7 days. I called help line on 15th morning and was told that some engineer will definitely come. At 6.00pm when no one turned up, I called again and this time I was told that engineers donot work on Sundays . That was rude shock to me. On Monday whole day I was waiting for call but nobody turned up.On Tuesday same story...no one called. SInce I had to go out of Pune I cancelled the call for service.
It appears there is TOTAL lack of co-ordination between Call centre and field engineers. Every time I called up call centre a different person was taking the call and I had to repeat the whole story (including location and direction of my residence). And I got different answers from the person who took my call. Except on Sunday evening the person told me that engineers are Not available on Sundays. All other telli callers were promising that they work 24 x 7 and engineer will definitely call even though it is Sunday.Only in the evening of 15th A person from call centre told the truth that they at call centre simply record the complaint and give a complaint number and pass it on to their field engineers. After that they have absolutely no control over who will attend the complaint and at what time etc. This is pathetic situation. I shall never buy a Videocon product if there is such horrible after sales service.

Anand Ukidwe (Cell No[protected].)