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

Address:

Chennai, Tamil Nadu

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.