Following Email was sent to the Jaquar team on 3rd November 2023
Hi
I would like to bring to your notice an altercation I have had with a Jaquar company representative sometime back.
Our family has shifted to a newly built apartment building in Udaipur city sometime back and the builder has used Jaquar fittings for all our washrooms. We have had a problem with the diverter valve in the shower assembly in our main washroom since past couple of months and recently it has become unusable.
I had put a complain today for a replacement of the faulty part as our building a new construct is very much under the 10 year warranty period that is advertised by Jaquar.
My complain ID details are - Service call no. 01571693, with the complain being done from my registered phone number.
Now, as was communicated to me via sms the rep from Jaquar who would come to inspect the fault is supposed to ask for a code. The rep who came an hour back DID NOT ask for any code.
Also, the Rep upon inspecting the shower assembly gave very vague and suspicious arguments, saying that our assembly looked older than the warranty period! And at one point flatly refused to change the fault part, saying that it's now working fine so I won't change it.
The interaction turned more bizzare and confusing to me as when I protested that the faulty part is still having an issue and the other members of my family like my parents and my wife will find it hard to push the valve, the rep was still insisting that he won't change the part.
After 10 odd minutes of this idiotc and frustrating conversation where I had to call my Building representative as well, the rep called someone and agreed to get the part changed.
During this entire time, I had been civil with this person and not spoken out of turn even once. While leaving the rep candidly told me that he thought that we were not covered under warranty and so he was trying to save me money by insisting that the part not be changed!
This sounded strange to me and after 5 mins of the rep leaving he called me back on phone and got his manager or superior on the line. The new person told.me that I should not have sweared on the rep and other non sensical things.
The call with both of them was very surreal and highly objectionable as I had not sweared on this rep even once and for some reason he and this new person on the phone were harrasing me. The conversation predictably turned non savory and I had to involve our Building supervisor.
This type of behavior from the representatives of an Multinational Indian brand is highly disappointing and has left a very bad taste in my mouth.
More so, I believe that there was a try to run a scam here today, where this guy who came to my place was going to take the replacement assembly on my open ticket and sell it in the open market meanwhile he would have bullied me into agreeing that replacement is not needed!
I can not prove my theory but the way this rep and his superior have acted is highly fishy and has absolutely left a very bad impression of Jaquar company.
I would request your team to look into this matter and retrain the people who represent your company in front of clients.
I am expecting a replacement of the faulty part as soon as possible and the building supervisor and the builder have been notified of today's incident.
With Regards
Bhupinder Singh Sawhney
Partner
Kartik Mines & Minerals Group of Companies (KMMGC)
Mobile: +[protected] || +[protected]
Website: kmmgc.com
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