[Resolved]  Eureka Forbes — rude behaviour of service personnel

Address:

Adambakkam, chennai, 600088

Sir/madam,
I would like to bring to your notice that i have been your customer for the last 10 years inspite of your pathetic services. Currently i have two reviva ro at my residence and the same are under amc. Customer code : [protected] & [protected]. I did not want to renew my amc this time as i was realy fed with your service offlate. Whenever i register a complaint it has/had never been attended smoothly i had to escalate the issue to ms. Leena and she had to intervene and sort the same. Mr. Mathew chacko has never attends to customer calls at all. I am really surprised how can a head ignore customer calls. Neither has he attended the calls nor bothered to return back the call. Like boss like staff.
Coming to the complaints :
1) my reviva ro body needed a change and the same was promised by mr. Lingatharan that he would change the same during first week of september'19. He did not bother to keep up his commitment. Hence i had to raise a complaint on 10th sep'19 (Ref no: [protected]). until 17th nobody bothered to call nor attend to the complaint. Hence i had to complaint about this to ms. Leena and she escalated the same to ms. Madhavi in chennai. When ms. Madhavi spoke to the tl mr vivek, he said that the customer had not mentioned the complaint properly and hence not attended. Is that not the responsibility of the service technician to call and find about the complaint? But unfortunately what he said was not true and i was in constant touch with the technician mr. Lingatharan. And he was not able to get the parts as his reporting boss was not regular to work. Since the complaint was taken to higher level they had no choice but to completed the work. And fortunately/luckily the same was completed today.
2) my other reviva candles needed to be changed since june'19. The technicians kept prolonging saying the same they will do the next day but the next day had never come in their life until today. So i told the technician mr. Anbu to change the candle but he refused stating he has lot of complaint to attend. Is this not a complaint? More over it is the duty of the technician to change the candles which they keep/kept avoiding. This work is pending since june'19.
The technician wanted to sign on the job completed form for which i refused saying my work is not completed without changing the candle. For which immediately the technician has the audacity to say that he will remove the unit and will take it and go and is/was rude in talking to us. My entire apartment people was listening to the conversation and they immediately said that is the mentality and working culture of eureka forbes. (Which is true as i have experienced several times). Don't you train your staff how to behave with customers? Is this the practice which is been adhered too? not only the technician has audacity to talk like this even the tl speaks rudely.
Who's is the customer service head who can be reached and attend to customer calls? Because for the next two years i have to be your customer as i have an amc and every time if there's a complaint i cannot reach to ms. Leena hence requesting you to give us the contact details for the same.
p ramadevi