I had raised a complaint with reliance customer care on 14th oct 2017, stating the non-functioning of the whirlpool washing machine (Bought through reliance stores) bearing the request number [protected], and turn around time was said as 24 to 48 hours by call center executive, though no body turned up and the issue was not addressed but to our surprise it was closed.
We again called to the customer care and informed the same, then a new request was again raised bearing the number [protected], after this request we made multiple calls to customer care where in the customer care executives committed the delay from their end but again there was no action. We escalated the same to the floor supervisor amith kamle, he in turn took an hour's time and after that we received a call from shiva prasad from the mobile number [protected], where he promised to send a technician to our place, but no one reached us, we again contacted amith kamle, floor supervisor, call center, who then made a conference call with shiva, in which shiva assured of the help or call back in 15 mins, which we didn't get. Later shiva prasad is not taking our calls and when contacting the call center, we are said amith kamle is engaged with other customers and they will arrange a call back, finally we are not able to reach any one and no assistance or technician reached us.
Reliance Digital customer support has been notified about the posted complaint.
They are just playing with the customer's time and emotions.
They are incapable to address a small issue of changing the part (panel, PCB) of the washing machine.
The very first complaint was given on 14th Oct, 13 days passed off, still the issue is open.
Please refer below for the communication from the Reliance, which reflects their false commitments.
On Wed, Oct 25, 2017 at 4:40 PM, cshead.reliancedigital wrote:
Dear Mr. Venkatesh,
Greetings from Reliance Digital!
Thank you for reaching us about the Whirlpool Washing Machine repair concern.
We completely understand the experience that you had gone through. We would never want our customers to be in such a situation.
As per our telephonic conversation in conference call with our Service Manager Mr. Anil, we have taken up your concern and issue expected to attended and resolved by tomorrow on 26.10.2017.
Sincere apologies for the inconvenience cause to you. We appreciate your time and patience.
Regards,
Mareshlinga Kattimani
CEO Escalation Team
Reliance Digital Retail Limited
--Original Message--
From: [protected]@gmail.com
Date: 10/25/2017 02:05 PM
To: cshead.[protected]@ril.com; [protected]@whirlpool.com
Subject: Re: Service request numbers [protected] and [protected]. [#11389462]
Hi,
I called the customer care once again as from your end we could not except any phone call regarding the status of our ticket. And heard some cock & bull story. You people are least bothered about the consumer issues. Why you people have a separate entity for customer service I do not know. If I would have gone to Whirlpool directly, my problem would have been solved already.
But they say if we purchase a product from Reliance, we need to call Reliance customer care only. This very bad & bitter experience I had with Reliance and I would never recommend anybody to goto your store for any purchase.
I may not stop your store nor I may not stop all people to purchase a product from you. But atleast I can avoid some people not to fall into your Reliance Digital false commitments, Trade practices & bad marketing strategies.
I want a clear answer in how time my issue will get resolved. Is that in your range or not.
Regards
Venkateshh
[protected] Forwarded message[protected]
From: consumercomplaints.in
Date: Fri, Oct 20, 2017 at 7:22 PM
Subject: Reliance Digital Complaint Status Update [ID: 1745194]
To: [protected]@gmail.com
Greetings.
Your complaint has been forwarded to Reliance Industries Ltd. customer service. You should receive a reply from the company representatives within several days.
Please login to your account to view and update the status of your complaint.
To view your complaint on ConsumerComplaints.in click here
We sincerely hope your issue will be resolved as soon as possible!
Kind regards,
ConsumerComplaints.in Team
We are here to help
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On Fri, Oct 20, 2017 at 5:42 PM, cshead.reliancedigital wrote:
Dear Mr. Venkatesh,
Greetings of the festive season.
Thank you for reaching us about the Whirlpool Washing Machine repair concern
As discussed, we have taken up your concern and shared details with concern service team and per current status required part expected to be arranged within 3to4days.
Sincere apologies for the inconvenience cause to you. We appreciate your time and patience.
Regards,
Mareshlinga Kattimani
CEO Escalation Team
Reliance Digital Retail Limited
--Original Message--
From: [protected]@gmail.com
Date: 10/20/2017 04:24 PM
To: BM.[protected]@ril.com
Cc: cshead.[protected]@ril.com
Subject: Service request numbers [protected] and [protected].
Hi Mr.Bade,
This is to bring to your notice and your kind action regarding the complaint, bearing the request numbers [protected] and [protected].
I had raised a complaint with Reliance customer care on 14th Oct 2017, stating the non-functioning of the whirlpool washing machine (bought through Reliance stores) bearing the request number [protected], and turn around time was said as 24 to 48 hours by call center executive, though no body turned up and the issue was not addressed but to our surprise it was closed.
We again called to the customer care and informed the same, then a new request was again raised bearing the number [protected], after this request we made multiple calls to customer care where in the customer care executives committed the delay from their end but again there was NO action. We escalated the same to the floor supervisor Amith Kamle, he in turn took an hour's time and after that we received a call from Shiva Prasad from the mobile number [protected], where he promised to send a technician to our place, but no one reached us, we again contacted Amith Kamle, floor supervisor, call center, who then made a conference call with Shiva, in which Shiva assured of the help or call back in 15 mins, which we didn't get . Later Shiva Prasad is not taking our calls and when contacting the call center, we are said Amith Kamle is engaged with other customers and they will arrange a call back, finally we are not able to reach any one and no assistance or technician reached us. To add to the humiliation we have wasted 2 days unplanned leave to my work and mental agony.
We have all the calls recorded, to support what is mentioned in this e-mail.
Looking forward for the help.
Thanks and reagrds,
Venkateshh Aaryasomayazulah