Jaquar — complaint

Address:

342014

Dear sir,
This is to bring to your kind attention that we are running a c. B. S. E affiliated senior secondary school (Class nursery to class xii) in jodhpur. The school was established on this location in 2006. There are two buildings in the school premises. The main building has three floors (Ground, first and second floor). Currently there are 1100 members (Which include teachers, students and supporting staff) in the school. There is a separate lavatory facility provided for boys, girls and teaching/non-teaching staff on each floor and in each building.
We have been using jaguar fitting and fixing products (Which includes taps, valves, etc.) in our school from starting to till date. We have purchased these products through one of your local dealer/stockiest m/s manika (Gol building, jalori gate, jodhpur).
By end of march 2018, one angle valve purchased by us got jammed at one point and didn’t get fixed again. Our office assistant mr. Mukaddar khan complained regarding this issue at your online customer care [protected] on 4th april, 2018 by mobile no. [protected]. The complaint was not responded till 6th april and later a reminder was given by us to your service centre about the issue. The service centre assured us that the complaint will be attended and resolved by 7th april, 2018. Unfortunately no such action was being taken.
Since we were not left with any other alternative than to hire someone for repairing this issue, so on 8th april, 2018 (Sunday) the defective valve was replaced to stop adequate wastage of water.
On 9th april, a person from your jodhpur service centre visited our school location to attend 5 days old complain. He saw the valve and told us that he will not be replacing the valve and was charging us rs 350 /- towards repairing the same. The component is still under guarantee period. Your servicemen told us that he will not be replacing the valve as a small part was missing. Then we communicated with the incharge of the service centre and explained him that the problem was not attended for 5 days so we had to call a private person to replace the valve. The service centre incharge was too adamant and not ready to listen to us.
Our main concern issues are that:
1. Firstly your service centre does not respond to a complaint for 5 days without understanding that it might be a serious issue for the complainer.
2. Secondly there should be a code of conduct to be followed against old customers from the company side which should be monitored too.
3. Thirdly this kind of behavior/act weakens the bond between the company and the customer.
Kindly consider this matter on prime concern and take suitable measures to resolve our problem.

Regards
Admin officer
Sri aurobindo centre of new education
Jodhpur (Rajasthan)