[Resolved]  Voltas — Dispenser and air cooler - voltas customer care and service center - bad experience

Address:	Mumbai City, Maharashtra, 500002
Website:	Voltas

Voltas customer care – bad experience
I am not sure who else had issues dealing with voltas customer care and its service center but i really had lot of trouble voltas customer care.
In order to fix two issues with the two different products, it took 13 calls to customer care, 4 follow up calls to service center and needless to say, enormous energy (To explain entire issue every single time i called voltas customer care) and most important, precious time.
First request was raised (Request #: [protected]) for water dispenser (Product in warranty) on 27th april and got assurance that servicer center guys will contact us. Till 29th, no one contacted so i had to call voltas customer care and one of the agent provided a contact number of service center.
I spoke to the guy (Service center) and he mentioned that someone will be visiting to address the issue. But that day no one turned up so again i had to call customer care and informed about the same. I asked for a manager or a supervisor but they said they were busy and will arrange a call back (Which they haven’t done till date)
On 29th, i reported air cooler (One month old) water pump issue as it wasn’t throwing the water on all sides so for this another request was raised (Request # [protected]) and i also got assurance that either on sunday or latest by monday both issues will be fixed as service center guy will visit and will take care of the issues.
After few mins, i got a text stating request #: [protected] is cancelled ‘reason customer not responding’ this made me mad as i was the one who was following up with them and they cancelled it and the reason they mentioned was enough to blow up my mind.
I called and yelled at them they said due to technical glitch this might have happened and created another request for water dispenser problem – [protected]. I asked for a manager or supervisor but they did not transfer the call instead they promised a call back from manager/supervisor however, it was not done, as usual. I don’t know why supervisors or managers are afraid to speak to the customers.
My patience level was getting low and frustration level was reaching at top now. After waiting till after noon on 1st may, i called customer care again and requested for supervisor or manager, this time they managed to transfer my call to senior tech from escalation team (That’s what they said) his name was vinay kumar from mohali. He conferenced the call with service center guy and gave assurance that technician will visit by 3 to 4 pm. I thanked vinay and requested him if i can get hold of him if they don’t turn up he said i can contact customer care and they should be able to transfer the call (I knew it will not be done because you never know which city your call will land). When no one turned up from service center till 4:30 pm, i called service center guy directly, got the contact number of the technician and got assurance that he would come by 6:30.
So the guy came and informed that the plastic piece that was broken is not covered under warranty. He suggested to either use fevicol to fix the broken part (The nozzle that pierce into the water bottle) or replace it. Upon inquiring about where we can find it, he mentioned some address but i was like why can’t they bring or try selling those parts? And why can’t they tell us which part is not covered in warranty when i made numerous calls to customer care? They could have save their time and my time and energy if they could have informed me about this earlier. Well, this request was closed.

Now, about the air cooler water flowing problem, i had to call voltas customer care as the service center guy who visited to address water dispenser problem, does not deal with air coolers. I was able to get in touch with senior technician ‘annapoorna’ from hyderabad. She put my call on hold and after long hold, informed that service center number is not reachable and she assured that someone will contact me.
On 2nd, no one contacted so i started sending twitter message to voltas twitter handled @voltasacs all i get was we are sorry.. We will take care.. Someone will contact me.. Blah blah blah.. But no action was taken.
Finally on 3rd, i called voltas and asked for a manager that agent took all the information and said he will raise another request as previous request for air cooler is in follow up. I did not know why is that they have to created another request when the previous one was still unresolved (New request # [protected]) well i was not much worried about the number of request are being created i want my issue to be fixed. He gave me contact number of service center and asked me to contact them and follow up with them. He also said that i can directly go there and take action on service center. I was like what? Why should i go there and take action? When i asked him to put me across to manager, this guy hung up on me… i called voltas again and asked them to put me across to manager immediately, that lady wanted to know the details so i told her to check my records. Finally, i was able to speak to ‘emanuel’ from escalation department (Hyderabad) i had to explain him entire story. He got in touch with service center and i got a call from area service manager, devandar. He assured that i would be getting call from technician in 15 mins. When there was no call back even after 30 mins, i followed up with devandar, he informed that due to lunch time they could not call that was ok to me but atleast a courtesy call would have helped me here. Finally, after 30 mins, i got a call from technician to confirm the address and at last my query was resolved technician completed the servicing on air cooler.
I don’t know why it is that difficult for voltas to arrange service center team to address these issues. Moreover, they don’t bother to follow up with customer, it is us who have to keep calling them just because we bought their products.
If anyone have any suggestions on whom do i address with at voltas, please provide your inputs
Suggestion to voltas:
1. Please train customer support executives to identify the differences between product/parts what is covered and what is not covered in warranty so customers don’t have to wait and follow up with service center only to know that part is not covered in warranty
2. Sales opportunity for issues encountered by me – replacement of parts (Plastic parts of water dispenser). Have service center team carry replacement parts if need be for on visit sale opportunity/business.
3. When customer request for a manager or supervisor, transfer the call to them and do not disconnected the call
4. Take ownership of customer issue and follow up with them and don’t wait for customer to contact you for any open or escalated problems.