Dear Sir,
I had purchased three Godrej Mortise 6 Lever Lock within the past 2 yrs. Only three months back I had purchased a Lock which is currently damaged and need to be repaired or replaced at the earliest. I had contacted the Godrej Customer Care, Mumbai Office at 022-67964890 today (16-Sep) morning @ 8:45 AM to register the complaint and they informed me that they would call back within half an hour. At around 12: 30 PM in the afternoon I got a call from the Chennai Customer Care informing that my complaint has been registered with the registration number as KER/003649. They also gave me the Local Service Centre Number - 0484-2361383.
I immediately called the local service centre located at Broadway, Ernakulam. They informed me that home service would be chargeable and if I could bring the lock to the shop they would repair it free of cost. I conveyed to them that I had purchased the Lock from a Local Shop (Deepa Hardwares, Pattimattom) near my house. The dealer then asked me to bring the lock to shop before 7pm in the evening as they would close the shop by 7 pm. I was assured that they would either repair or replace the same. At around 5 PM in the evening I again contacted the dealer and confirmed that I would reach the shop by around 6 pm. As agreed I reached the shop at 6.15 pm and gave the lock to the dealer. The dealer immediately opened the lock and checked it thoroughly. Then he said that since they don't have business deals at Pattimattom area, I may approach another dealer located 7kms away from broadway. He also used harassing words and asked to me leave the shop immediately. I sternly said that unless my lock is replaced/ repaired I won't leave the shop. At this point he said that even if his dealership is removed, he won't get my Lock repaired / replaced. Finally, I contacted the customer care and they assured me that tomorrow (17-Sep) my Lock shall be replaced or repaired.
Now, I would to get clarifications your side on the below situations:
(a) Why didn't the dealer inform me that he will not be able to replace or repair the lock when I had contacted him before reaching the shop and gave all the details including the shop from where I had purchased the lock?
(b) What was his intention to make me drive all the away from Pattimattom to Broadway which almost 35kms in distance?
(c) What if the other dealer whom I was asked to approach deny to repair or replace the lock in this manner?
(d) Who will address the harassment which I had to face from the dealer?
(e) How will the customer hold the faith in Godrej, when such people are given the dealership?
Please take necessary action against such dealers who will spoil the good business of Godrej. Also, please make sure that my Lock is either repaired or replaced at the earliest as this the Lock for the main door of my house.
Thanks & Regards,
Swaroop T Mathews
91 9447290968
Kerala
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