| Address: | Patna, Bihar, 800004 |
| Website: | www.usha.com |
My complaint is regarding a product replacement request made to USHA for a NON-FUNCTIONING Oil Filled Radiator (OFR) Room Heater sold to us WRONGLY by their dealer Raj & Raj in Patna.
I would also like to highlight that despite multiple complaints made to Usha customer care toll free number as well as writing mails to them, our complaint was never resolved.
Please find below all the necessary details of the incident:
Product Details - Oil Filled Radiator (OFR) Room Heater
Product Code - OFR 3509F / 3511F / 3513F
Bill No. - J17/350
Date of Purchase - 10 January 2018
Dealer - Raj & Raj, A - 21, Twin Tower Hathwa, Patna
DEALER SOLD WRONG MODEL
We had purchased another OFR from the same dealer on 4 January 2018 (OFR 3609 F5 PTC) and it worked perfectly fine. Hence, we decided to purchase another unit of the same model. My husband called Raj & Raj on 4 January 2018 and requested him to delivery another unit of the same model (OFR 3609 F5 PTC). However, the dealer sent us the above model (OFR 3509F) and gave him WRONG INFORMATION that the product model is same and the only difference is the colour.
OFR DOES NOT FUNCTION PROPERLY
The OFR 3509F did not heat properly on the first day. Therefore, we called the dealer on 5 January and requested him to take back the product and send us the model that we had asked for. The dealer blatantly refused to return the heater and asked us to call the customer care.
USHA SERVICE ENGINEERS CANNOT FIX THE HEATER
We made three calls/ complaints to Usha Customer Care between 16 - 25 January 2018 and were assigned three service engineers from Shivam Electrical. The first engineer who visited us told us that there's nothing technically wrong with the product and that this model (OFR 3509F) has some issues and we should request the dealer for a replacement. We did contact the dealer again but he said it's none of his business now and we should deal with the company directly. The second engineer wanted to unwillingly change the thermostat. He was not sure that would fix the problem as the thermostat was working properly anyway. But, we didn't allow him to change as the product was barely 10 days old and we requested for a product replacement. The third engineer also advised us to get the product replaced as even he did not find any technical problem with the product.
USHA CUSTOMER CARE EXECUTIVES DO NOT PROVIDE COMPLETE INFORMATION TO CUSTOMERS
I made three calls to the USHA customer care toll free number and the first two executives didn't inform me that the reference number messaged to us should be shared with the service engineer only when our complaint has been resolved. Only the third time, I was informed about this feature.
We had written a detailed mail to USHA CARE describing our ordeal and the customer care told us that they are part of the service team and this is a Sales query which should be resolved directly with the dealer.
I must say that this entire episode with such a reputed brand name like USHA is marred by unprofessionalism and callous behaviour. It has left us baffled and disheartened. I shall think thousand times over before purchasing another USHA product. Ultimately, everyone in the USHA team, starting from the dealer to the after-sales support to the on-site service engineers, tried to get things off their back at the cost of causing inconvenience to the customer. Everyone displayed a lack of empathy for the customer and made no sincere effort to resolve our problem.
You must realise that brand USHA with its age old legacy commands blind trust among customers across India. However, episodes like these shall dent the brand image to incorrigible damage. There are plenty of brands selling OFR heaters in the market but we had been advised USHA by a lot of people. I now believe it was a huge mistake on our part.
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