[Resolved] Voltas — delay in response for service request and irresponsible replies

1 Review
Chennai, Tamil Nadu, India
 Kumaras64 on Apr 21, 2019
We had booked a request [protected] on 20/04 through volta's customer care. Customer care redirected us to contact a service centre tagged for us. We had also received a message from volta's that appointment is booked on the same date.
We later contacted service centre as instructed by customer care. They replied that technicians are on the way at 7:00pm but no one came till 9pm. We had contacted the service center on 21/04. They said a person is in the way. At 9:58 am we received call from a person asking the details such as registered number and the issue. Later he informed that some other person would be attending the case at 11:30 am. At 2:30 pm we again contacted customer care but another appointment was booked. Also the service centre also had said no appointment were booked on 20/04. When we wanted to escalate things through customer care they were again asking us to contact service centre to get the details from them and informing that agents have 3 days or 24 working hours of sla to attend a complaint which iss opposed to the message notification we had which said appointment booked for 20/04.

We want you take necessary actions as the process seems to be inefficient and confusing for customers and service centre are just trying to neglect their actions as they simply sent a notification, stating the mobile is not reachable when it was still available and they gave a contact number which was unreachable.

Note: the product was just purchased just 2 weeks before and it was to give comfort to a ill patient.

The whole process is making us strain and stressful when it should be case of just simply registering a complaint and voltas sending a technician as opposed to contact a service centre.

Also we want to know what is actual time frame within which the requests are acted upon. The service desk agent referring to 8 hrs but failed to mention which 8. So i am going to assume it means the agents are working from 2-10 pm unless it's being said otherwise.
Complaint marked as Resolved 2019-05-25 06:17:55

Complaint Status

[Apr 21, 2019] Voltas customer support has been notified about the posted complaint.
Verified Support
Voltas Customer Care's response Apr 23, 2019
Dear Customer(Kumaras64),

Thanks for voicing your concern. Please be assured that we are working on your problem and we will get in touch with you at the earliest. For any further assistance, please write to us at voltas.[protected]@gmail.com.

Voltas Online Team
Verified Support
Voltas Customer Care's response Jul 16, 2019
Dear Customer(Kumaras64),

We hope your issue has been resolved. Please let us know if there is anything else we can help you with. Please feel free to give us your feedback at voltas.[protected]@gmail.com.

Voltas Online Team
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    Voltas - delay in response for service request and irresponsible replies