Urban Company — Highly biased to vendor and push the blame of bad service on customer

Address:	New Delhi, Delhi, 110059
Website:	www.urbanclap.com

Heart breaking and highly disappointing services by #urbanclap and #mplustech. Here're the problems:

- zero control over vendor (#mplustech maintenence services ovt. Ltd), who straight way bluffed and lied about his incompetency to avoid his expenses of correcting the problem caused due to disastrous work of his engineers

- huge variation in how #urbanclap representatives handle the customer's problem. The last person i talked to was extremely biased to vendor as if he was sitting in their office and totally try to shunt me out of case and pushed me to bear the expenses for engineer's mistake.

- no accountability to resolve, as #urbanclap staff promised callback and the technician's visit but none of this happened

- threatened to disconnect the my call and to not help me simply because i was victimised by their lack of support - waiting for entire week to get my equipment fixed but no support at all.

Tuesday - 19-july-2016
I booked wet service of two of my window acs at home on tuesday 19-july-16 (Didn't know if that will be the beginning of my pain to fix a problem for which i am not responsbile). Both my acs were giving cool air (Working properly) for over 6 years, also went through annual services in past but never had an issue. We just checked the acs after service on tuesday for nearly a minute and i switched it off as the air was cool. My family turned on that ac in the evening and found that the air isn't cool despite the compressor was running. We called #mplustech and the technicians arrived the next day to check the issue

Wednesday - 20-july-2016
#mplustech engineers with their half baked skills told me that the gas has been leaked and agreed that there must have something happened while servicing (E. G. Some pipe must have got disturbed / displaced etc.). Both the technicians went back and there was no response from that vendor.

Thursday - 21-july-2016
I called the owner of #mplustech and explained my problem. He started shouting on me and tried to cover his technician's mistake by saying that he can refund service fee for one of the acs. I expressed that the cost of refilling the gas is nearly rs. 2000 and i will certainly not bear that as there's no mistake from my end. He asked me to do whatever i want but their team will not fill the gas without full payment.
Same day i called #urbanclap and the representative was helpful enough to take control and promised to help me (Customer). Then she put the vendor on conference with me and talked even to #mplustech engineer (Brijesh) who admitted that he will fix my ac on friday - july 22.

Friday - 22 july 2016
No call from vendor. Just one call from #urbanclap asking for the time when the technician can visit to fix the problem. The promised time was 5 pm the same day. No body appeared. And no one from #urbanclap followed up after 5 pm on friday.

Sunday 24-july-2016 (Clearly after a wait of nearly the whole week)
I called #urbanclap to check the latest update and that escalation executive (That's what he called himself) kartik promised a call back in 30 minutes. When he called in 40 minutes, he started taking vendor's side and believed his bluff. I demanded him to loop the vendor on that call. After joining the conference, the vendor straightway lied to kartik and said that my ac was not working before the service (It clearly doesn't make any sense as the same person agreed on previous calls about proper functioning of my acs before service). Kartik kept his tone to negate my request and mentioned there are several issues like these when gas gets leaked and there's nothing the customer can do. This further pissed me off and i started pointing out his error - that before the service my ac was working fine, after the service my ac is not working fine. Issue is gas leakage so #urbanclap needs to fix that (Either through that or any other vendor). I guess this issue won't go anywhere especially after i wasted so much of my time and energy chasing this incompetent group called #urbanclap. Still if there's someone who has some level of control should have some courage to pick up the phone and talk to me. Otherwise my urge to people is to stop getting lured to these fancy startups with flashy apps and websites with no degree of control over their vendors and no sense of customer experience. #urbanclap happened to be one big example.

Customer focused companies are even supporting the overly demanding customers but i simply requested #urbanclap to resolve a problem that was created by their own vendors and there was not contribution from my side.

With no hope, and much dissatisfaction, i am an example of customer (Or should i say a victim) who made the biggest mistake of calling #urbanclap to service my acs. I really regret why i didn't call a local ac service agent who could be far more responsible than #urbanclap and #mplustech.