Philips India — Unethical behaviour

Address:

Philips Service Centre, Market Rd, Edappally, Kochi, Kerala 682024

Dear Sir,
I am writing to register a complaint with you regarding the rude attitude by your staff at the following authorised service centre - Philips Service Centre, Market Rd, Edappally, Kochi, Kerala 682024 India. A totally disappointing experience on 7-7-2022 when I visited them. I went to your shop with the intention of service of a product which was a trimmer. But they informed me it will be only replaced instead of repair for which I was quiet elevated with their gesture & the upgraded model. They took a note of the product details from me and gave me a receipt for replacement. Before I left the shop I clearly asked if they required the rest of the parts of the trimmer for which the staff said the trimmer is all that is required and that I may keep the rest and bring the original receipt upon a call from their centre for replacementWhile I was in your shop, for collection, they inform me that the charger and the parts of the old trimmer also needs to be received before replacement. Since I live far, and the difficulty in commuting for this small reason, I informed them that i'd make necessary arrangements for the old charger and parts to be at the centre asap but since I'm now here at the shop, let me take the new set of charger and trimmer. For which they were totally adamant about the old parts to be received prior to replacement. I tried to convince them the difficulty of travel & above all the mistake of miscommunication from their side.
They tried to put the blame on me saying, I was supposed to return the old parts. But like I mentioned earlier, I did ask them in the 1st instance if they required the box for which the staff replied not required. I try to speak to the centre incharge and he turns out to be rude saying that he will do service for the trimmer instead of replacement & must wait half an hour. Now I was totally puzzled as they told me earlier that they only had a replacement for this trimmer and no service. His attitude clearly showed arrogance to me inspite of the ignorance from their staff. And above all asking me why I as a customer is upset for a silly matter. Silly matter traveling up and down in the traffic is not a silly matter and I clearly told the manager that I would make arrangements to send across the old parts the next day somehow but to give the new replacement now so that I may leave as a Happy customer & I would not breach the trust. All I need was help inspite of their mistake but he showed no interest to help me. I write this email to you as a protest / voice against the staff behaviour of putting the blame on me as a customer instead of apologising and trying to help me. I would like to bring to your attention that this unprofessional employees you have are surely going to cost your business being your face of representation. I regret to inform you & let you know how poorly your staff treats your customers. I am hoping you would take the proper initiative to offer a better customer experience in the future by hiring more professional employees. Trust you would take proper steps so that no other customer feels humiliated the way I did. I, being in the entertainment industry purely believe satisfaction is an important factor and that it has to be professionally handled at any cost. Thanking you,