Morphy Richards — a customer grievance poorly handled.

Dear mr. Srinivas,

Im writing this email to bring to your attention how the customer service department of morphy richards india has handled the complaint very poorly and without any ownership or followup.

I initially made the complaint under
Call id : ban[protected]-1 dated 21 november 2018 where i reported that my water heater had a problem.
The service agent arrived at the location on 22nd and tended to the unit where he said it was resolved and asked to call him if there is any further issue. Few minutes after he left it stopped working again.
I immediately called the service agent and mentioned the same. He said he has to arrange a part and will be back in a couple of days to install it. Post that there was no follow up and when i called the agent he didn't answer.

I again made an attempt with customer care who said they will send an agent immediately under ban[protected]-1. No one came.

I called the customer service team again to mention the miss and no one seemed to take ownership. They gave me a number saying call it to speak to the management of the service centre. I was upset that the customer has to do the running around and himself call service centers for pending cases in the system entered by the customer care. Only suggestion for that is to have followup on those cases which won't snowball into this current situation.

With no help received on this i spoke to the team lead and requested for a manager's number to help me with this neglected service.

The manager's number was mr dilip. I dropped a message being sunday requesting a call back and a brief message mentioning the dissatisfaction. I also did the same for the service centre manager.

There was no call for the next half a day that's where i called in customer care again asking to speak to mr dilip. The agent sad he is in a meeting and will call in a hour noting my entire case history.

I also called the service center manager vinayaka who said he will send someone.

Two service agents arrived this morning who one of them was the same agent who said he would get back to me to install the part. He had no clue waht was happening and i reminded him the same. He gave the same answer that he said on 22nd november — we have to order the part and it will take 3 days more which is ridiculous he telling the same thing to me again.

No call was received till today morning from the customer care. I called mr dilip asking if he had checked my situation and for an update. He had no clue what was going on. He requested 2 hrs time to get back to me.

I did not receive any call back from mr dilip and did not sound concerned even when i had to call him back. He just bluntly told me that i have to wait for 3 days that's it if i want my issue resolved. No apology no concern being a manager. Then i request him to provide an explanation why there was a miss only owing to his arrogant response. That was no way for a manager to respond or deal with the situation. I asked him if he can provide me an explanation i would need to reach out to his superior. He denied the contact and said "go talk to whomever you want" after i said ill escalate this. Is this how a manager should respond even if the customer is upset with the service not being provided? Is it the customer's fault?

This all could be avoided if this was handled in a more efficient manner. On this accord i would like to bring this incident to light with guidance of my connection with mr. Gupta.

I hope this can be taken as constructive feedback and improve the service of morphy richards /bajaj electricals so no other customer has to face this.

4 days later,

There has not been any follow up nor resolution for more than 3 days assured.

The service and customer complaint is handled so pathetically that i will never purchase another bajaj electrical or morphy richards product ever again.