Liv Pure — ro after sales service

Address:	Babusapalya,Flower Garden Road, 560043
Website:	www.livpure.com

My liv pure request number - [protected]
This request was raised on 6th sep 2019. But post that despite repeated follow ups with customer care, there was absolutely no progress on the ticket even after 5 days. The customer service always has the same answer that ticket will be forward to the local service provider and do nothing post receiving the complaint. I was given local area supervisor contacts who did not even answer the calls. I was told customer care senior executive will give me a call back, but no one called. I was also told that ticket is escalated, but later was told that they were actually only reminders logged in the system. The escalation matrix is either not defined or i was not told what is the next escalation procedure as a customer. I am left with only the choice of calling customer care which brings me to a dead end.
1. I see a lot of flaws in the entire request handling procedure and escalation matrix.
2. The local service provider is not efficient or doesn't entertain customer calls at all
3. The request is not at all escalated to them by the customer care.
4. Customer is given false inputs on the escalation but nothing is logged in the system or no action taken
5. The constant reminders logged against the request by the customer care executives is of no use.
6. The senior executives do not handle the escalated requests and give a call back
7. This is an essential service and an mpt (Maximum processing time) of 5 days despite repeated follow ups is not acceptable. Note: the request is still open, so do not know what the mpt actually is.