Voltas Ac — Excellent unresponsive customer care

Address:	New Delhi, Delhi, 110075
Website:	www.voltas.com/contact/cooling_north.asp

Dear sir,

I have brought a voltas window 1.5 ton window ac on 7th may from electronics desire. The ac was delivered the same day and was installed as well. So far so good.

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Retail invoice

When we started using it, we found out some unusual noise and a complaint was registered on 15th may via complaint no [protected]. This complaint was followed up in due course on 16th may the next day and a message to that effect received. After that there are continuous follow-up for the next 3 days. All of a sudden the complaint no changes to a different one; i. E. [protected] on 19th. Below screen grabs are illustrative of the sequence of events.

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Acknowledgement first complaint on 15th may

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Acknowledgement of follow-up
On 16th may

Inline image 4new complaint registration 19th may

Now the fun begins. A gentleman shows up on 20th at my place and wanted to check. Half way through the work he wanted to see the purchase invoice. It was shown to him. Once he sees the invoice, he suddenly stopped working. Bundled the ac to the chamber and told that he is not supposed to do this servicing as this has been brought from ‘electronic desire’. I need to call the retailer and get this done.

Till date i have wasted 5 days of my time talking to voltas call center and at the end of the day this is what happens.

The fun continues…..

I called up the call center again and they give me a number to talk to and get this done. This number is from m/s snow cool and is [protected]. I called up and talk to the gentleman. He gave me a patient listening and told me that as you have purchased from ‘electronics desire’, we are not supposed to service this. You please talk to the area sales manager of voltas, mr. Bhavesh, [protected].

Aha, this is becoming interesting…..

I talked to bhavesh. He again was very patient in listening to my complaint and putting me on the hold he also did the rca, when he finally came back he was with a mr. Dharmendra from ‘electronics desire’. Bhavesh explained him the issue and requested him to send a technician on priority the next day; i. E. 21st may 2016. And, he also told me to get in touch with him in case of any trouble. Now that was 2 days back and i am still waiting for the technician to show up. I dropped a message to mr. Bhavesh updating him with the no-show in-spite of his assurances and initiative. But, when a company has screwed up in its policy of appointing sales and service network what a asm will do despite of the best of intentions.

Inline image 5call record of communication with voltas call center, m/s snow cool and voltas asm mr. Bhavesh

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Message to voltas asm, mr. Bhavesh on 22nd may

The fun does not end here……….
As soon as i send message to mr. Bhavesh, within a few minutes i got a message intimating me that the original complaint no: [protected] is now stand cancelled and the reason is ‘customer not responding’. Now only voltas and some working there can only believe that a customer who has been following up from call center to the local service center to the area sales manager is hardly effort not to respond. But as this is a one way communication and frankly we as poor customers do not have any way to explain our position, we have to admit it.

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So, now after 1 week of following up with all and sundry for a simple complaint i did not respond when the privileged souls of voltas and their service technicians descended on my home.

The fun continues……………………

Chinmoy