Godrej Appliances — urgent: complaint about unprofessional and rude behaviour and poor after-sales service

This is regarding the rude and disrespectful behavior of one of your Service Engineers at your Smart Care service center in Cuttack, Odisha. His name is Mr. Khan.

First of all, your products are good, but your after-sales service is very poor, especially the behavior of your service center staff, which is highly unprofessional. I registered a complaint about my refrigerator on July 7th because the fan was not working, and it was not getting cooled in the main compartment. The next day, on July 8th, Mr. Khan came to check the issue.

Before checking the issue, he demanded a service charge of 550 rupees. After paying the charge, he checked the fridge and told us everything was okay. He did something and said he had restarted the system and that the fridge would work after 2 hours. However, the fan was still not working. When asked about it, he rudely told us that he is an engineer and knows more than us. He then took the OTP from my father and closed the ticket.

I was not aware of any of this as I was not at home. After 2 hours, the issue persisted, and the fan was still not working. Upon contacting the office again, the service center sent Mr. Khan the next day, on July 9th. He came and directly changed the fan. I was at home this time and asked him why the fan kept failing, as we had already changed the fan 3 months ago at the service center. He rudely replied, "How would I know? It is working now, " and literally said, "Show me proof or receipt."

Is this the way your so-called professionals are trained? After confronting him about his behavior, he misbehaved and rudely asked for 1200 rupees for the fan, created another ticket, took the OTP, and left. Is this how you interact with your customers?

My refrigerator is just 5 years old. I would be happy to sell it and buy a refrigerator from another brand if this is the way you provide after-sales service.

I don’t need any sort of apologies. But your team must take this feedback positively and get in touch with the Cuttack, Odisha service center management along with your engineer Mr. Khan.

It's not always about the service; behavior and professionalism also matter a lot. My original service request number was W[protected].

It doesn’t matter how good your product is if your after-sales service will be like this.