[Resolved]  Evok — Appalling Customer service

Address:

Bangalore, Karnataka

I bought a french oak King bed on the 18th January 2014 along with a mirror from HomeStop McGrath road Bangalore. In August I discovered that one of the runners of the cot were broken - this put a question mark about product quality. So on the 29th of August I called homestop and talked to the EVOK person and raised a complaint. The next day some one from the service team cam looked at the bed took snaps and promised to get back in a few days to replace the runner. Nothing happened till the 9th of September so I called back the service guy who came to click photos. He said he didnt know and asked me to call his boss Arun. So I called him immediately - he told me he had left his job and couldnt do much!!! He gave me Ratish's number - but unfortunately he was in hospital and he gave me Kiran's number who is the Bangalore in charge for Evok. He promised to sort put the problem and also update me on the status of the complaint. Nothing happened no update no calls NOTHING. So on 16th I called Kiran twice. Both times he refused to take my call. Nothing happened till 21st September NOTHING. So I call Ratish - he is still on medical leave and he asks me to call Kiran. I call him twice and as usual he doesn't take my call. I message him to telling him I will escalate this to Atul Seth the COO of Hindware. Few minutes later he calls back. He has no clue about why I am calling or about my complaint. After stimulating his memory and hearing his lecture about how to have a "polite conversation" he remembers my call and complaint. He says he has passed it to the service team. More gyan from him with absolutely no help. He doesn't share his supervisors number and just acts smart. No remorse or apology for having sat on the complaint. I hang up - no point talking to arrogant people who care two hoots about customer service. In between he tells me that he gets many calls and he hasn't stored my number. He Doesn't call back because of this and that I should have messaged him last time around. He calls later and says the problem will be rectified and when I tell him I want to escalate this - he says he is doing his 'Duty' and cant do much more!!! Tired of these people- They dont have a system to keep track of complaints. No one in the team has a clue about the status of the complaint. To top it they feel they are doing a favor hearing to our conversation - rudeness comes free.