I'm writing this complaint to showcase my frustration that I never received the resolution on this from Exide. People called me up but never resolved it. Its a dead battery, complaint was made during the warranty and no service was offered. I have registered a complaint again today and hoping that someone will resolve it.
Regards,
Arun
From :Arun Kumar
To: Exide Care
Sat, Mar 18 at 8:52 PM
Hi,
I never received the resolution of my faulty battery since October. I was promised the replacement but i tnever happened, out of frustration - i started to use other alternative. I have raised a ticket again to seek attention from EXIDE and I hope this time it will be done.
Service Request : 00023615
Time of request : 08:30 AM - 18-March-2023
Time of Technician Assignment : - 10:30 AM
Response from Technician - NONE !
I just wonder when battery is the soul of any vehicle, you are so lazy enough to not to give immediate attention. Its about night time and no one has ever bothered to give a call and take the matter further. I need the details of the executives with whom I can interact. Your response on customer care is so soppy!
Need someone to address this please ASAP!
Regards,
Arun
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On Fri, 21 Oct 2022 at 10:18, Exide Care
wrote:
Dear Sir,
Please accept our apologies for the inconvenience caused.
We would like to inform you that your details have been forwarded to the service department and advised to share an update with you at the earliest.
Appreciating your patience in this regard,
For further assistance, please feel free to contact us in the below-mentioned credentials.
Thanks & Regards
Exide Care
[protected]
[protected]@exide.co.in
www.exidecare.com
From: Arun Kumar
Sent: Thursday, October 20, 2022 10:41 AM
To: Exide Care
Cc: Arun Kumar
Subject: Re: Subject : IMMEDIATE ATTENTION REQUIRED : - SERVICE REQUEST - 636114
When I can expect the response on this?
Regards,
Arun
On Tuesday, October 18, 2022 at 04:51:36 PM GMT+5:30, Arun Kumar wrote:
Dear Exide Support!
I'm writing this email after a chain of frustrating, painful seires of telephone calls on your toll free numer #[protected]. I hope someone will read it and will take the responsibility to take the right actions to resolve this.
Problem Statement : I have a car battery which is under warranty and has been giving some issues. Below is the summary of what I have gone through:
Battery got completely discharged, had to call private 24 X 7 car assistance for Jump-start. Paid about INR 2000 (5 ocassions)
He made the statement, that why I'm paying for this - I should either get a new battery or get it replaced ( if its in warranty)
I have the warranty card and the bill of the battery ( attached). It is in warranty.
I approached the dealer "M D POWER SOLUTION" from where I purchased the battery at the first place.
They mentioned, they need to charge this battery for 24 hours and will charge Rs 350 for this. This is the first step of battery issue. Even, if they call Exide Support, they will do the same. If it doesnt work or gives similiar issues down the line, then will need to contact Exide.
I paid Rs 350 and got the battery in 2 days.
It worked for some time, and again it got drained out. This time, as I was suggested : I raised a request with Exide, service request # 636114
Technician came onsite and collected the battery and said - we will charge and will let you know. I need to wait for 24 hours.
Technician Name : Bunty
Technician Phone Number : +91 9XXX 87584
Battery Collection Date : - 11th October
12th October evening I called up on the status. He said, battery will need to be replaced and I need to wait for one more day.
I asked for the replacement battery, as I have to travel from Rohini to Gurgaon delhi.
He said, he will connect my own battery which he collected in the meantime. It is good enough to work for few days and by the time it will get replaced.
I said "Okay" and he came onsite and plugged the old battery again.
I asked how I can get it replaced, he referred "Sukhmani Battey" in Sector-08, Rohini.
I asked for any paper work which I need to show to them, he said - no paper required. Just visit there, show the card - they will replace. He will talk.
I visited the Sukhmani Battery the other day, they refused to act as it was not purchased from them. I called up the Technician.
Technician said, he has all the approvals and he also sent the whatsapp to me "this morning" where he said - need to go to "MD Power Solution" and not "Sukhmani Battery" I did not check the whatsapp that day. See the snapshot from his "Whatsapp" - also attached
I went to Dealer "MD Power Solution" and requested the battery change. Showed them the warranty card, bill. They were the same people who did take my battery for more than 24 hours some time back and charged me Rs 350.
Dealer rejected! my request upfront. He said, battery may be okay. Exide didnt give anything in writing. I wont change the battery. Go to the Technician. I can try charging, which means another Rs 350. I said, I dont want to get into all testing at this stage. Dealer and Exide themselves kept it already for 3 days in total. I was suggested by Technician to get it replaced. Now, I dont have any more patience.
I called up Technican and let him talk to Dealer, they talked something and then nothing happened.
Technician stopped picking up my calls! today is 18th of October and I had commuted on Metro, Taxi, Jumpstart battery and been into lots of discomfort and frustrating experience with Exide.
I have been calling again and again to your Toll Free Number. They have a copy and paste statement. We are sending your request on priority to "Area Dealer". He has accepted your call. Some Senior will call to you. NOTHING HAPPENED! I am now fed up giving calls again and again and I hope you can check all those details of the calls in your CRM system.
I think I need to file a complaint to consumer court, buy a new battery "Not Exide" for sure and believe that Exide has looted me for something which they cannot provide supprot for!
I need urgent attention to the matter and do not expect a "copy and paste" response! I have all the phone recordings with your customer care - if you doubt any of the word written above.
Questions to be answered:
If its onsite support, why I have been asked to knock the doors of dealer to dealer.
Why no one is giving me a call back, though I called up many times. Everytime I was promised - someone will look into.
Who is the next escalation contact, your first level of support is Useless - as I see
Why you sell a product which you cannot support?
I need the refund or the battery change - dont want any testing what soever at this stage.
Look forward for a sensible response in the first go.
Regards,
Arun Kumar
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