[Resolved] Titan Company — worst customer experience

1 Review
Pooja Times, 2, Kammanahalli Main Rd, opp to SBI bank, Subbannaiah Palya, Banasawadi, Bengaluru, Karnataka 560084, Bengaluru, Karnataka, India
 mobin8484 on Apr 17, 2019
This is regarding a complaint against pooja times, 2, kammanahalli main rd, opp to sbi bank, subbannaiah palya, banasawadi, bengaluru, karnataka 560084..

I have a 38015psl03 model fast track watch. This watch sometime stops working and for that reason, i went to pooja times to get it serviced. This watch was purchased online (Paytm mall) and since it was under warranty, the lady sitting in the pooja times told me that they will sent to company service center. I gave the invoice of the watch to prove the purchase date as well.

While she was writing the watch details, i told her that there are no scratches in the body and glass, hence you please make sure that no scratches happens while it get serviced.
When i said this, immediately she got angry and started shouting on me in front of all other customers in the shop.
She said, they will simply sent it to the company in a plastic cover (Showed other complaint watches kept in similar plastic covers), and it will come back in the same way. They will not be responsible if any issues happened.

I asked what kind of responsibility is that. What if i received the watch with scratches on it. Whom should i complain.

She shouted, they are not responsible. There will be always scratches in old watches. So they cannot take any responsibilities once watch is received after service. They are just facilitating this service in the shop and they are not getting anything by doing this kind of service.

Then i got to know their problem. Since they are not getting anything out of it, she got angry. Initially she even tried to discourage me sending the watch under warranty, saying watch service will take 25 to 30 days. If we are sending it on chargeable basis, it will just take nearly 1 week..

When she told watch is old, i asked her, you verify the watch before sending it.
Then she is saying we are not that sharp like you. I was wondering bey hearing that.. She don't want to verify anything and just want to humiliate me.
I asked titan promises service in any shops across india and then what responsibility you can take.
She straight away rejected, saying we are not responsible. If you don't want to do it, take your watch back. That's it. And started complaining against me to the other customers in the shop.

She was saying to the other customers in the shop that she was working with titan for so many years and there will not be any such issues will happen.

I again asked if any issue happens, whom should i complain. She said, i dont know. If you dont want to do take the watch.

She was again saying to the others that you need to trust the company. All the watches are sent to the company in plastic cover only.

I said i agree that. But what if any scratches happened while servicing, whom should i complain. She is again shouted with too much of arrogance saying we are not just responsible.

Finally i took my watch back and left the shop decided to complain about this customer services.. So while leaving i tried to take the photo of the shop's signboard. She saw that and immediately come in front of the shop and paused for the photo, saying to others also to pause and asking me to take photo.. (Photo attached)

Her attitude was, you do whatever you need to do. Nothing will happen.

I even searched the google review about this shop found many people had similar experience.

This shop has cctv, so all this incident should be recorded there.

I request the department to take necessary action against this shop to make sure that in future nobody will get humiliated like me...

worst customer experience
Complaint marked as Resolved May 25, 2019

Complaint Status

[Apr 17, 2019] Titan Company customer support has been notified about the posted complaint.
Verified Support
Titan Company Customer Care's response, Apr 17, 2019
Dear Mobin,

Steve here from the Customer Relations team. Always here to help!

Thanks for bringing out your concern, we understand we may not be perfect, but we always strive to make things right for our customers.

We apologize for the difficulty you have faced and we want to reach out to you. We request you to mail us at [protected]@titan.co.in with your watch variant details and watch deposit details. So that we can do the needful.

We take pride in our customer service levels. Customer satisfaction is our main goal, and we go the extra mile to ensure our customers are happy.

In case you wish to talk with our Care team, please call on[protected].

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    +91 80 6660 9000
    +91 80 6660 9028
    +91 43 4466 4199
    3, Sipcot Industrial Complex, Hosur, Tamil Nadu, India - 635126
    Titan Company - worst customer experience