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This is to highlight the issues we are facing for a service request of a Jaguar tap / mixture installed in our kitchen
We started facing issue with this tap almost a year ago and I have raised three more service requests before this. Earlier every time a technician visit our place and tighten the screw and provide assurance that it will not trouble going forward.
Finally the tap stop working on 25th May 2022, we again raised a request on the same day. This time the service request number is R22E25NDE00654345.
On 26th May 2022, a technician visit our place and checked the tap. this time he mentioned that he need to replace few spare parts in the tap. he asked for a bill, which we showed him and he took few picture of the bill and whatsapp the bill photos to someone. then he mentioned that he don't have the spare parts with him right now. he will procure the spare parts and come again tomorrow around 11:30am-12:00pm to repair it. we agreed to this but we requested him not to delay it further as the tap was installed in the kitchen and we are facing a lot of issues to even do our daily work like cooking, washing utensils etc.
we are trying calling that technician since 27th May but he never responded. On 27th May2022, we called the customer care team and escalated the issue. They mentioned that our request has been put on priority and it will be sorted soon. We again waited for 2-3 days and tried calling the customer care team on 30th May. Again assurance was given to us that the issue will be sorted soon but nothing happened. Today (31st May) we again called the customer care team, this time we had a word with some senior executive and she connected us to area service coordinator, Mr Abhay, he promised us that they have received the spare parts and his team will resolve the issue today. He again called me after 30 mins (around 12:30pm) and given us assurance that the request will be solved today.
We again waited for entire day but received no response from the team. We started calling to the customer care team at least 10 times from 4:30pm and each time requested the team to connect us to a senior executive but each time the call got disconnected and again no solution was provided.
we felt cheated now. Jaguar products are far expensive than other similar brands in the market and again customer like us trust the brand name and pay that premium in a hope of good after sale services. but such experiences are eye opener and now will not recommend Jaguar products to anyone.
We will request the authorities to please help us to get the issue resolved.
Anish Chopra
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