I raised a complaint with titan about a bad experience at Titan Store Lulu Mall kochi. But surprisingly even titan customer care is not at all responding to the complaint I raised. I registered complaint to Titan on Nov 25 and till now there is no response from them even after following up may times during this period. The complaint was reported to support emails [protected]@titan.co.in, [protected]@titan.co.in, [protected]@titan.co.in. The reference number is given in the subject also given below.
Case:TKT-[protected]
Subject: Complaint about Titan Authorised Store at Kochi, Kerala"
Ref:_00D6F28vQQ._500C62XaMD
The complaint matter is given below.
I gave my Tommy Hilfiger chronograph wrist watch to Titan Store, Lulu Mall, Kochi on September third week to replace it's chipped glass. The watch has manufacturer warranty, however since the glass damage cannot be covered under warranty they told that it is a paid service. Also since the original glass was not available there, they recommended that it can be replaced with another glass which is having good quality. As the original glass needed to be ordered and wait for around 10 days, I agreed to do it as I was convinced by their statement that the glass can fit well and there is no issue in using it. I got the watch repaired on Sep 21st.
The very next day on Sep 22nd evening I had to go for a travel and during the first day of travel itself I got an issue with the watch that was forming vapours inside the glass and also it turning to water drops inside the glass. I reached back in two days and the next day I sent an sms to the Store mentioning the issue as a proof as I was planning to go to the store only after a few days due to busy schedule. As I didn't get any response from them I also tried to contact Titan World Support thru google with the photo as well. As I felt it complicated, I decided to go to the store and gave the watch for fixing the issue.
I went there on October 5th, but they just cleaned the water inside the glass and tried to give it back to me (I must say the cleaning was very poor and there were faded areas inside the glass). I questioned them whether cleaning the water will solve the issue. Then they told that we need to replace it with the original Tommy glass. Then I asked them if the glass they fixed could have such an issue why shouldn't it be avoided initially! Then the lady who did the service was trying to impose the fault in my head saying I insisted them to do it. I was surprised to hear their response and the way she talked to me. Yes, I agreed to use that glass just because they told me that it is good to use. If such an issue is expected I would never agree to do it especially being a new watch under warranty. Finally I told them to order new glass and fix it in a condition that the initial payment i made for replacing the duplicate glass need to be adjusted in the final bill. The estimated price they told was around Rs.1200/- And they agreed to courier it to my address once it is fixed.
After that I didnt get any response from them. I kept contacting them periodically but they were telling that the glass was not yet received. The estimated time to get the glass was 10 days as they were informed but even after a month I didnt get it replaced. However I decided to wait since I didnt want to make any arguments with them.
Finally last week when I contacted them and they told me that it will be ready in a few days and last Saturday they confirmed the work done and Sunday (Nov 20th) they asked my address in Whatsapp to courier the watch. I gave the address and they shared the amount to be paid which was 1650/-. Since the amount was higher than they estimated, I asked for the bill details in Whatsapp itself. Then their staff, his name was ARJUN, called me and told that bill details can be shared only after making the payment. I told him that I need to know how that amount came and whether you deducted the previous payment which I made for the useless glass they fixed initially. Then that staff member, Arjun, was very much arrogant and talked to me like I'm begging for their favour. And told me that the amount 1650/- I should have to pay and no other details he wanted to share. I also talked to the lady who did the repair work, but she was also saying the same thing. I asked them to connect me to their store manager. They told me that the manager is not available there. Then I requested them to contact me when the manager is there. They agreed to contact me back the next day when the manager is there.
I didn't get any call from them or their manager till today Nov 25th. Now I'm really feeling cheated and fooled.
Hence I request Titan Customer Care Team to resolve this issue at the earliest. I'm expecting to answer the following from the Titan Store.
1) I need to know the details of the bill, how there is such change from the initially estimated amount of 1200/-. (I agree that it can be an approx amount quoted initially however such a difference how I can accept!) But I'm ready to pay if that is the genuine amount.
2) I want the amount which I paid for the wrong glass to get adjusted in the final bill
3) I need to know why I had to wait around 45 days (Oct 5th-Nov20th) to get the glass replaced
4) Why your staffs are this much arrogant and irresponsible?
Store Address: Titan World, Lulumall, Edapally, Kochi - Phone:[protected]
Titan Company customer support has been notified about the posted complaint.
It's been more than 10 days since I raised this compliant. There hasn't been any update to my query. Please help.
Isha
[protected]