Hi
I am a regular customer of Titan and have purchased a substatial number of your productsas watches and eye gear from FastTrack as well as watches of edge and the Raga collection.
So far, I have been satisfied with your products and service and at the beginning of this mail itself, I'd like to congratulate Titan for the warm customer-centricity rendered in terms of sales as well as post-sale service.
However, I'd like to bring to your notice a very embarrasing and vexating incident that I faced when I approached one of your dealers in Kochi, Kerala.
I purchased a ladies watch (Model NO: 9684YAA ; other details enclosed below) from "World of Titan", in Pioneer Towers, Marine drive, Kochi, Kerala (Ph: 91 484 2363493) on the 22/08/09. Since I was in a hurry, I selected the watch for my relative with the belief that I could exchange the watch if the person for whom the watch was intended, did not like it.
As could only be expected, my relative did not like the watch's design. Since I had already exchanged watches from other showrooms across India without any hassle, I did not expect any hiccups and hence approached the dealer along with my relative and requested for an exchange.
The manager of the showroom refused to exchange the watch with the lame excuse that watches sold during the sale period "are usually" not exchanged. I refused to give-in to this incoherent and lame excuse, owing to the fact that I had already exchanged watches from other showrooms and dealers across India without any hassle whatsoever DURING THE SALE PERIOD. Upon quoting this, he told me that "his shop in not a dealership, it is only a franchisee". I asked him why he was given the right to issue Titan's guarantree card if what he said was true, to which he had no explanation to offer.
Not only did the manager refuse the exchange, he behaved in a rude, impolite and hostile manner that would perturb even the most nonchalant of customers and imbibe in them a sense of aversion and abhorrence not only towards the dealer, but towards the brand it endorses as well.
I tried to negotiate with the manager very politely, but got a shamefully rude response which left me in a state of sheer chagrin and disbelief.
I believe that Titan dealers such as the one mentioned above, are a true disgrace to the strong name that Titan holds in the industry.
I would like to have the above-mentioned watch exchanged with another model before the sale ends (which is on the 13th of September).
I request you to look into this matter, do the needful and revert at the earliest, to uphold the trust that I have in the service Titan has rendered to me so far, of course barring the embarrassng incident mentioned above.
Thanking you.
With regards
Robin Davis
VLSI System Design Engineer
Ph : 91 484 3991177 (O)
91 484 2305080 (R)
Cell : 91 9895707494
91 9746245994
Encl: Other details on the Bill:
KGST No : 23211866 Dt: 10/10
TIN No : 32071761584
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