[Resolved]  Kelvinator — electric kettle

Address:	282005
Website:	kelvinator.co.in/servicesupport

Dear all,

With this application, i want to bring this to everyone's notice about the "worst customer experience, service and satisfaction" which kelvinator can ever provide to their customers.

To start with, i am not sure how much kelvinator is concerned about customer experience, service and satisfaction.

Finally, i have pushed to an extent which is making me write this email and switching to other brand. This email would not only include the service which you have provided but also the way of doing business and looking at things by such a huge organization. I have been using your products for so many years. But i guess i should look for some better alternatives, may be because of the "worst customer service" which kelvinator has given me.

As everyone says, in today's world the quality of services goes equally down when the quantity of people consuming those services goes high.

It is the approx. 15th time in a row that i have to call kelvinator customer care office repeatedly for more than a month before the problem gets addressed, to add to my agony, whenever i call the customer care office, i get to know that my service request status is resolved without the issue being addressed at all. I don’t understand as to how you can consider an issue to be resolved when the person who is supposed to be fixing it does not even do anything.

As i purchased a new kelvinator electric kettle 1.8 liter - 18s1 invoice number 79 from dated : 10th oct 2017 by m/s vijay enterprises sanjay place agra, contact number [protected] email: [protected]@gmail.com with ticket number upho16101790kk061, with 2 years warranty and was given options for glen or kelvinator. The sales pitch was you can boil eggs and can made maggi and noodles as well in the kettle by m/s vijay enterprises.

The kettle started burning milk and made the base of the kettle black as attached are the images, i was told to m/s. Vijay enterprises agra, asked to leave the kettle at his shop and spoke with the kelvinator toll free number [protected] that kettle is not serviced at the door of the customer so need to leave the kettle at distributors end. And was referred to send what’s app and images at kelvinator what’s app number [protected], hence did the same and was now told on what’s app that would get a call directly to me within 48 hrs. By customer care people.

Waited no respond from anywhere hence the technician visited to dealer shop and returned as the kettle was not delivered to him because i was told that i would get a call…. Later they went on deepawali holidays stating that these days we are very busy and posting the query to 23rd oct 2017. 25th or 26th when i started following up on customer care toll free the supervisor or agent was not ready to let me speak to any senior person and told that we are working on it. Nothing happened and finally i got the answered from m/s vijay enterprises that technician visited stating that it’s not burnt its working properly and we cannot do anything.
I got reference of mr. Mayank malhotra area manager agra contact number: [protected] got a run around for another couple of days and hence forwarded me a number of service head mr. Ashok contact number [protected] who sits in ghaziabad. Spoken to me and said that you cannot boil milk in kettle and hence kettle is not meant for boiling milk. A service head stating such statement and distributors statement clashes wherein it’s nowhere mention in the catalogue that water can be boiled and not milk.
Hence, i asked to send me a written email stating the same …. Since then mr. Ashok or stop responding. Mr. Mayank said he cannot help nobody is listening to him as he is also fed up of the organization as not responding to the issues.

Kelvinator fixed line no. [protected] and whats app no. [protected] is not responding appropriately and giving a run around since dated ………. For which i filed a service request with kelvinator customer care office, ticket number upho16101790kk061, however, the problem was not fixed and when i called the customer care office again, i learned that my ticket has been transferred for a longer duration as the service engineer who was supposed to fix the issue. Which actually was not the case as my kettle has not been replaced. So i spoke to some agent (Which of course was not on direct payroll of kelvinator and was in some outsourced call center) and then spoke to executive and tried to explain the situation. He assured me that the issue will be taken on priority and will be fixed asap. But i guess kelvinator does not believe is meeting their commitments and the problem was not fixed on the next day as well.

Now i have full confidence in kelvinator’s moto, which is “let the customer suffer for the mistake that they made by subscribing to kelvinator services.”
I tried calling the nodal officer but to no help, the phone kept on ringing on friday and i guess no one was there to answer the phone or did not want to answer the phone. I think if my complaint is un-resolved for more than 4 days, other would also be facing the same problem and are being harrased by your customer care office. I guess this is the way you have decided to do business (Correct me if i am wrong).

I have been with kelvinator for more than years now, not because i did not like any other brand but because i never expected this kind of pathetic service by this big company. I think now the time has come where i, including at least hundreds of people need to change their mind because of the services which myself and they have been getting over a period of time. There have been many instances where i did not get service that should be provided to a customer and now when i am done dealing with you people would want you to please discontinue my kelvinator fixed line connection remove me from your systems because your system, policies, procedures, services, way of doing business and looking at things is getting worst day by day.

I know that loss of a hundred customers would not make any difference to your sales and marketing team because companies here do not understand the two most important words to run the business, providing exceptional "customer service" and i would certainly try to see if other leading companies do or do not understand it.

With this, i pen down and say my final bye to kelvinator!!! I wish a great future for your company and if given a chance if kelvinator succeed in future, would for sure want to learn the ways of running a business without satisfying their customers!!

Abhishek suri
[protected]