HTC India — Misbehaviour and misleading information by customer care and service centre employee

Address:

500073

Date of Incident: 10th September, 2016
Place of Incident: HTC Authorized Service Centre, Ameerpet, Hyderabad.
Complaint against: Sujata, Prasanna (employees) and HTC service centre.
Address:TVS Electronics Ltd, Ratna Complex, G-3 Behind Image Hospital, Ameerpet, Hyderabad - 500073

Since I had some problem with my HTC mobile phone I called up customer care today (10.09.2016) around 2:30pm for assistance. A lady, named Sujata, who received my call from other end asked me to come down to their HTC authorized service centre, located in Ameerpet, Hyderabad, by 5:30pm on 10th September, 2016 (today). I reached the service centre by 4:30pm. When I went there, one of the employee(CCO) at the service centre asked me to get the token from the security. But the security person did not gave me the token giving a silly excuse of server down. Then after getting back to that CCO, he asked me to wait for sometime as there was an issue with the printer. After waiting for half an hour, I again approached one of the lady employee (DELY), named Prasanna. I asked about the status. But the way she replied back was shocking. She did not know the minimum etiquette to talk with the customer. She constantly argued on a loud voice and placed illogical excuses and even lied to us, denying that they did not received any calls from my end. I came to know that she lied to me after calling back on the same number. The person who received my call was sitting behind her desk.
What I want to highlight here is the harassment that I had to face which could have been easily avoided. I had to travel 25kms in heavy rain to reach the service centre. After waiting for half an hour, they cannot receive my mobile for repairing as the printer was not working since 1pm. Knowing the situation, they did not felt the responsibility to inform me about the situation when I called the customer care. This kind o[censored]nprofessional behaviour and way of working is not at all acceptable. I hope that a severe action would be taken against those particular unskilled, unprofessional and irresponsible employees to prevent this kind of harassment to customers in future.