Why we went for APHS.
Brand name, professional service, effective site supervision and some kind of value addition like suggestions / expert advice for color schemes.
These are the very few of those mentioned on website of Asian paints.
APHS website has mentioned that “4 out of every 5 customers who have tried APHS are satisfied with the service”. I am very sorry to say that I am the one of those 5th customers who is not satisfied. (After looking at the quality of work done at my site, I really doubt your statistics) Moreover, I am the one who will never recommend Asian paints to any one I know at least those who want value for money.
Why we are ready to pay so much premium to APHS? Only for the premium service and cooperation that we expect. This is what your customer engagement executive also promised when they pursued the work order.
There were many promises like sanding of old color / masking of household items / covering the floor etc. but all these were carried out only when we asked for. Nothing was done proactively. You say “Skilled and trained painters by Asian Paints Painters academy” and they even do not know how to match edges, get rid of air bubbles? Before going to next stage a check was expected as a go ahead. This was never done by APHS team. Is this what you call expert and professional service? Need to change the definition then. The site workers were mostly monitored by my family. In fact what we expected was a feedback asked from us by your people at every stage. It is really funny that your people asked for us to sign a feedback form just saying that it is a simply formality and only when they found that this is going to be an escalation.
Work was delayed because of sentry item like masking tape. Color shades were not delivered in time which in turn caused delay and wastage of man hours.
What is most irritating is the attitude of APHS team. They have not even bothered to be the first to keep in touch when such occurrences took place. There is no coordination between the sales associate and relationship associate and the contractor to whom you have appointed to carryout the work at our home and the last with the customer itself. From the very first day, all the follow-up communication was unidirectional and only when I started first. APHS team never turned back in case of any delay. All queries were answered only when we asked for. Is this what you call customer friendly and customer facing?
Your relationship associate’s job profile seems to be a courier boy who manages logistics only. No supervision / no customer engagement / no expert advice what APHS claims for? The overall approach towards work was too much casual and unprofessional.
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