| Address: | New Delhi, Delhi, 110064 |
I am amandeep raheja from delhi and would like share my experience with you on registering a repair request of godrej eon refrigerator purchased in 2012.
Sunday - 5 nov 2017
I made a call to[protected] to register a service request for my refrigerator. The customer care executive assured me that the engineer would come to my address by end of the day.
I got the call from executive and was told that he shall be coming to my place after 2 hours. I called the executive after 4.30pm and was told that godrej representative would come on monday.
Since it was sunday and whole day was almost over i did not raise any concern though company officials were giving false information from day 1. Also i wanted things should be resolved amicably.
Monday - 6 nov 2017
The executive named ajay calls me at 11 am and tells me we would reach in hours time to my house. At 1.45pm i called him to find his location and confirmed him the address and location again.
Ajay reached at my home at 2.40pm informed that the motor-fan (Part) is exhausted and needs to be replaced. The cost of new motor-fan is inr 4635. Ajay takes the part from my refrigerator and assures to be back by 45 min.
However, on his return the new motor-fan he was carrying was not new at all. It was the same motor-fan he took from my refrigerator and was claiming to be the new and fresh part.
My wife took some picture of the motor-fan before ajay left my house to godrej service centre. All the serial number and marking were exactly same on the part what he took from my house and what he got back.
Now, ajay was caught red handed so he came up with a story that "the service centre executive gave him wrong part and he didn’t check”. I asked him if you got this new part from your service centre there must be some receipt or challan on which you have been issued the part from your company. After all the arguments ajay also said this part is not working so you are right it is the old part what i took.
Ajay then again left my house after assuring to be back with new part by 2 hours.
I then called ajay at 6pm to find his location as i was also traveling back to home. Ajay refused to come to my home and said i am attending a pending call i can’t leave it. I asked him isn’t my call is pending for you. Helplessly i agreed to ajay that he would complete my repair work on tuesday.
I was not happy with the experience so i decided to call customer care at 6.20pm. This time the call was diverted to one of the executives mobile. His name was mr. Bansal. He was kind enough to listen to my concern and empathised me.
Also ensured me that i will get service from another executive and would arrange a feedback call. So i relaxed thinking by tomorrow i refrigerator would be working.
Tuesday - 7 nov 2017
I did not get any feedback call till 1pm and no executive called me. I made a call to[protected] to know my service status. I was addressed that they have a update that i have told service engineer to come my house after 3pm and ajay will not come other guy will come as i had some issue with him.
However, i had no such conversation with anyone and same i informed to that customer service executive.
At 2.45 i get a from awadesh kumar call that he would reach my place by 5-6pm. I called awadesh kumar (Engineer) at 6.30pm to find how long will he take. And was informed that today this complained can’t be closed i would come tomorrow. After this i called to customer care no that may get to talk mr. Bansal who understood my concern yesterday. But surprisingly, bansal did not answer any of the calls i made.
I request and demand the resolution to my complain at the earliest.
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