[Resolved]  Vijay Sales — Extremely Poor Service

Address:

Thane, Maharashtra

My name is Neha Gupta Pillai. I am compelled to address some issues to you as in the last few days I have experienced the worst customer service I could imagine from a company that says they have “45 years of Service”
I have made a purchase of an Air Cooler (Symphony Diet 22 E) from your store on 23rd Apr 2012, following which I have also purchased a Split AC (Lloyd FLS13A3C 1.0 Ton) on 24th Apr 2012. When purchasing Cooler as well as Ac, I was politely attended by your Sales rep – Arvind.
I have complaints regarding both the products.
1. The Ac installation has possibly done properly as there is water leakage from a pipe attached to the compressor. And in spite of lodging the complaint 5 days ago, and been given a commitment that a service representative would be there on Friday, no one has showed up at my residence. My husband and I have taken leave for this. Not only have we lost 2 days’ pay for this, we have kept aside other important work for this visit. But Lloyd as well as Vijay Sales has only given us false commitments and wanted our time. Repeats calls from my end and call backs from Vijay Sales and Lloyd have not resulted into anything but frustration.

2. Within 5 days of purchase of the cooler, we discovered that the cooler is throwing out water. The throw of water was so fast that within 5 minutes of turning the cooler on, the area at a distance of approximately 4 ft., of the cooler would get wet.

3. To address this issue, my husband and I contacted your store over the phone. We were advised to visit the store and make a complaint in the Customer Service Dept. We visited the store on 3rd May 2012. Your salesman named – Atish Niwate volunteered to help us. However his Malicious behavior has not only shocked us, but shaken our trust in your brand name – Vijay Sales!
The moment we started talking to him, without even listening to the entire issue, and without even apologizing for interrupting us, he spoke over us and chuckled saying “definitely this is bound to happen”. We asked him to listen to our concern first. But paying no heed to that request, he spoke over us again saying “see the cooler has to be placed in a ventilated room, and should be kept at a great distance.” We still advised him to listen to us first, then give us suggestions, but he did not want us to talk. He started raising his voice and started explaining us the mechanism of the cooler. By this time, giving up all our hopes that this rep would be able to help us, we insisted him to let us talk first, and if he can’t do so, call another rep or store manager, who would let us address the issue first.
Your rep Atish was so misbehaved, that he was constantly interrupting us, and mocking at our issue. Disappointed and annoyed with the way he was behaving with us, we raised our voice and requested for someone or anyone to help us. A floor manager then intervened and said he could help us. We however insisted that he first should ask Atish to apologize for his behavior and then only shall we state our issue.
He however didn’t do so and was more interested in pushing the misbehavior and misconduct of Atish under the carpet, and sidelining the misbehavior of Atish.

4. What is more shocking or annoying is that when a servicing representative from Symphony (Pradeep Kumar), visited my house for attending the complaint, He clearly said “under no circumstance should this cooler throw out water.” Ironical to what Atish Mockingly said “Defintely Cooler hai toh Paani Bahar Ayega hi Na..” this also highlights another aspect of Vijay Sales’ Salesmen – No Product Knowledge. My question here is, if a Sales rep doesn’t know about a particular product, why doesn’t he say so, lets the expert handle the issue? Or if he is wanting to HELP the customer, why does he mock and chuckle and interrupt and raise his voice on customers? And if this was less, he has to be told by the Store manager to Apologize….

My Disappointment here is that Vijay Sales is only concerned about customers when they are making purchases from your store, but shows indifference and utmost disrespect is customers come back with an issue. Your store/staff has not only disappointed me when it comes to customer relations, but also shocked me. Never would I have imagined that a brand name so popular, cares a damn for not only its customers but for the brand name itself. I have been ill-treated and my intelligence has been insulted by your sales rep – Atish. Off course he doesn’t care about your Brand name or image, but what has left me shocked even more that the floor manager also did not think ill-treating customers, or talking over customers, or mocking at customers is a BIG DEAL! This visit to Vijay Sales had definitely made one thing clear that Vijay Sales is interested in only Selling and not Retaining its customers.

Is this what Vijay Sales want to give its customer??? Is this the Image you want customers to have about your Brand???