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Jaquar — Worst customer complaint resolve received ever by any brand- process, people, service
On 04/07/2023, I had raised my compliant related to shower spray not functioning properly. Post Technician Gursewak visited my place on 06/07/2023. While he was checking for the shower head, he hardly hit that shower head on ground for around 3 times. When my father asked him why he threw it hard on floor he said that their way of practice as it clears it off the debris, and opens up the pores. But still it was not working so he declared that this will be replaced but he doesnât carry its spare now. And confirmed that he has taken the photograph of the shower head part and warranty card of the same. It will be replaced shortly as and when he receives the part from the company, he will visit again to fix it. And insisted for the service code received on the mobile number registered. I had not received any at that note, so he called his dealer immediately to push for the code resend and was more enthusiast to capture that code and went away.
Strangely he did not come back ANY TIME in the week as he had assured, so I called up on jaquar CUSTOMER CARE again on 13/07/2023 narrating my concern still open. They apprised me that I made a mistake sharing service code with him for the service not completed and advised not to share the service code if the complaint is not attended or open. He reopened my complaint and this time technician visit- Sunil kumar had come. He visited us on 13/07/2023 evening, opening up the shower part and meanwhile I narrated him about Gursewak visit, to which he said Gursewak is his boss and he will speak to him and confirm me in the evening when the part will be available or if not, either ways. I told him that I have been advised not to share the service code, unless the complaint is dealt as earlier, I felt cheated with sharing the service code and later Gursewak didnât turn up for closure. Since I did not receive any confirmation from this service representative that evening as he had assured, so I called him up the next morning to verify the status of my compliant so that accordingly I will update Jaquar CUSTOMER compliant division. Hearing this he requested for a call back within few minutes. He called me back and requested me to wait more as he has got confirmation that part has been ordered and will be replaced ANY TIME within 10 days. He had been courteous to atleast request me for further wait and not reach out to CUSTOMER service again. Trusting his words, I got relaxed and held my faith (I can share the recording for this assurance and confirmation received in SUPPORT of my claim above, if the brand is GENUINEly interested to resolve my concern).
Until today on 26/07/2023 when I called back this technician reminding him over my sue service, I was told that they closed that complaint as company had denied replacement of that part as it was broken and he missed to update me. Listening to this turned response made me more furious and I felt like wasting my time in believing and having faith in the service that was rest assured and later after 20 days, they turned out to be just fooling assurances.
Still maintain my calm I again reached out to the jaquar CUSTOMER service to appraise them of the unjust I just faced, where I had to narrate this story twice till escalation, increasing my frustration with the process to more higher level and after holding call for 13 mins I was made to confront Branch service In charge- Virender- whose approach was rather more pathetic, as if trying to just save his skin all through out. So, he had to cover the ### created. He on my face, instead o[censored]nderstanding my fain, anger and frustration, challenged me that my part that is in warranty will not be replaced and also had the audacity to say to me- go buy yourself.
Somebody give that stupid man some brains, If I can afford a flat with jaquar fittings installed inside, I surely can have the capability of buying the other best replacement available in market as well.
I am pretty sure, all efforts of this Branch Service In charge is busy SUPPORTing and doing hanky pranky stuff together, hidden from the business, instead of abiding the aesthetics of the business- ensuring CUSTOMER satisfaction and responsibility of addressing to concerns and serving the suffering clients. At my place of work, we fire such black faces, who tarnish company image by pretending of maintaining calm stature and then at same note do the damage with their liners and behave that is detrimental for the company in long run, ruining their earned reputation.
Also, question here is about CREDibility of the brand and its claim of services being offered. Can your product quality really retain the name/ brand if the service dealings have gone so cheap?? one really wonders. I am sure the brand would be aware of the similar mal-practices going under their nose- Insisting of service code which actually is satisfaction code (befooling when the work was not even satisfying as issue did not close), just to EARN their money rewards as per company policy. Doing fraud with the items received on the pretext of replacement and selling off the parts is another that is again prevalent. Closing complaints on false pretexts and not even having courage to let them know about it. This kind of poor or cheating services levels is now spreading in market like fire. Now I know why as I have an experience to relate to. And would also believe and spread the same around.
Writing this compliant with not at all any happy sense towards the brand or its services.
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