| Address: Corporate Office QRG Towers, 2D, Sec- 126, Expressway, Noida - 201304 U.P. ( India) Tel: +91 - 120 - 4771000 Fax: +91 - 120 - 4772000 Email: marketing |
Dear Sir/Madam,
I purchased two Havells water heaters on 11/02/2026. On 12/02/2026, I raised a service request for installation through your customer care number ([protected]).
On the same day at around 3:00 PM, your technician Mr. Yashu (Mobile: [protected]) contacted me via WhatsApp regarding installation. I requested installation on 12/02/2026 itself, but he stated it was not possible and scheduled it for 13/02/2026 at 4:00 PM. We mutually agreed on this timing.
On 13/02/2026, I called him at around 11:00 AM to reconfirm. He assured me he would come. I even informed him that the installation location is 20 km away from my current location and requested him to come by 3:00 PM, which he agreed to.
I reached the installation site and waited. After 4:00 PM, despite calling him multiple times through WhatsApp and three different mobile numbers, he did not respond. I called him nearly 20–30 times between 3:00 PM and 6:30 PM. He attended other calls but intentionally did not answer mine. He also did not respond to WhatsApp messages.
At 4:51 PM, I raised a complaint with your customer care (Service Request No. [protected]) and informed them that I had taken leave from work and had already waited for more than two hours. However, no immediate action was taken.
At around 6:30 PM, after it was too late for installation, the technician finally answered my call and clearly stated that he would not come and that I could do whatever I wanted. This is highly unprofessional and unacceptable behavior.
I again contacted customer care and requested to speak with an escalation manager. They refused to provide the manager’s contact details and stated that the manager was unavailable. They promised a callback “today or tomorrow, ” but I have not received any call so far.
If there’s a problem with a ₹100 food order on Zomato or Swiggy, They immediately connect you to the delivery partner
For a product worth approximately ₹20, 000, this level of service is extremely disappointing. I have:
Taken leave from office
Wasted nearly 5 hours waiting
Faced mental stress and inconvenience
I request the following:
Immediate installation by an alternative technician.
Compensation for the inconvenience and loss of working hours.
Strict action against the technician for irresponsible and unprofessional conduct.
Clear communication from an escalation manager regarding this issue.
However, till now, there has been no action taken from your end regarding any of the above four points.
Instead of resolving the issue, your service team has been repeatedly calling and harassing me, even on Sunday and on Shivaratri. When I asked for clarification regarding the above points, they had no proper answers and responded in a very rude and unprofessional manner.
Due to this continuous stress and delay, I have suffered health issues as well. It has already been five days, and the matter remains unresolved.
I request you to treat this as an urgent escalation and resolve the issue immediately. If I do not receive a proper response and resolution at the earliest, I will be compelled to escalate the matter through other appropriate channels.
I expect a prompt and responsible response from your end.
Regards,
R.muthukrishnan
[[protected]/[protected](ALTERNATE NUMBER)
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