I purchased a Peps Restonic (luminous) end of February, I started using it in March end. We started getting problem in May. After repeated complaints to the dealer, the company representative visited us in July and suggested to turn the mattress. We still got problems and chased the company executive in August /September/ October.
Now, despite the fact that a government approved doctor states that the back problem started due to the mattress, the company is charging me to replace the mattress. For some icing on the cake, the company executive does not agree that the mattress has a problem.
I have another peps mattress, that I am now sleeping on, which is perfectly fine and which helped in recovery from back pain. But the faulty mattress, has become a real hassle as we cannot store and we cannot through it (unlike US where trash bins are larger and parked outside)
I requested the executives to take it back and I need no refund or replacement, they do not agree, they want to give replacement and charge me for that. The dealer has given me a certain discount on the product and the company is charging me the MRP. They executive justifies it by saying that the company will not bear any cost, that has to be paid by the customer. So the company covers all the expenses in the discount, that should have been offered to the customer.
Now, in this entire story where does customer service come into play.
I have written 10 times to the GM Operations, he does not respond. I have also brought this to Mr Madhavan's (Managing Director) attention but there has been no response.
Regards,
Raghav Goel
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