I am writing to express my deep dissatisfaction and frustration with the service provided by one of your employees who handles complaints regarding bike issues. His name is Bishwaranjan Panday, and I had an unfortunate interaction with him that has left me extremely dissatisfied with your company's customer service.
On [26 June 2023], I contacted Mr. Panday to seek assistance with a recurring problem I had been facing with my bike. Instead of providing a solution or genuinely trying to resolve the issue, Mr. Panday immediately asked me to provide him with an OTP without even addressing my concerns. I explained to him that I had experienced this problem multiple times before and I was not comfortable sharing the OTP without a resolution first. He then proceeded to assure me that if I provided the OTP, he would handle the matter for free and keep me informed of the progress.
However, I insisted that he should first resolve the issue, and only then would I consider providing the OTP. Despite my request, Mr. Panday did not take any action to resolve the problem and failed to communicate with me further. When I attempted to contact him again, he was extremely aggressive and unprofessional in his demeanor. I calmly requested him to speak politely, but he ignored my plea and engaged in arguments instead.
Regrettably, my bike issue remained unresolved for more than two weeks, causing significant inconvenience and monetary losses for me. As a result of Mr. Panday's uncooperative and unprofessional behavior, I was compelled to visit the service center in person. It was at the service center that I discovered that Mr. Panday was the same person I had spoken to on the phone.
When I expressed my dissatisfaction with his handling of the situation to the service center manager, Mr. Panday's actions, stating that he did not work on my bike that day because I had not favored him, I found it appalling that an employee would hold personal grudges and neglect their duties based on personal preferences. As a customer, I expect professional behavior and the diligent resolution of issues, regardless of any personal considerations.
I firmly believe that Mr. Panday's unprofessional and egotistical attitude has not only tarnished your company's reputation but has also resulted in additional expenses for me as I had to pay for the same work again. This is entirely unacceptable, and I demand immediate action to address this matter.
I request the following steps be taken:
Conduct a thorough investigation into the incident involving Mr. Bishwaranjan Panday's conduct.
Take appropriate disciplinary action against Mr. Panday for his unprofessional behavior and neglect of duty.
Reevaluate your customer service training and ensure that all employees are trained to handle customer complaints with respect and professionalism.
As a loyal customer of Hero Motor Company, I hope that you take my complaint seriously and take the necessary measures to prevent such incidents from happening in the future. I look forward to receiving a response from you addressing these concerns and the actions taken to rectify the situation.
I am complaining after taking my bike from the service center because I paid again the amount and the bike got repaired I was waiting to take my bike back because of that Mr. Bishwaranjan Panday if I complain on that time he may create more problems for me. That's way after taking my bike I am complaining
Thank you for your attention to this matter.
Sincerely,
[Yogesh Kalyari ]
[[protected]]
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