With utmost regret and pain I am highlighting the sequence of event which happened to me (and customer like me) which is diluting the brand image of TATA. I don’t believe in my wildest dream that this could happen under TATA group of companies.
I purchase a CTV LG 21” & Tata Sky from croma retail store Mount road, Chennai on 02 April. Delivery date was 03 April however; I still don’t have TV with me. Reasons cited are unacceptable.
April 03: No call since 6:30 PM from any of the store representative. On response to my two calls it was being informed that TV will not be delivered today. You can expect it tomorrow between 2-6 PM. Anonymous reasons had been provided.
April 04: No call since 5 PM from company representative. On response to my call they informed that it will be delivered till 9 PM. With my utter surprise I had also been asked to call tata sky office to confirm about the installation unlike earlier promise by store guys -that they will co-ordinate with tata sky to see that it is installed on Saturday-.
I called up Tata sky and found number non responsive. I called up Croma office and being informed that today is holiday for Tata Sky. I don’t understand the unawareness and callousness by the representative towards responding a customer properly.
I received a call from delivery personnel regarding address confirmation and then a mum since two hours. Upon enquiring it was informed that TV has been misplaced with another customer’s TV. Great job TATA….
In this light I pose below questions to express my regret:
1. Do informing customer is not part of service for unprecedented delay?
2. Is this a customer responsibility to beg for the product to be delivered after paying upfront?
3. Are the staff insensitiveness is acceptable in the competitive environment? I purchased AC from nearby small showroom called STANDARD and it was installed in a day as compare to Croma which require 3 days to install!! If this is acceptable by TATA standard then I have nothing to say.
4. Sorry to write that the entire service experience with Croma gives me a feeling like customer needs to be free if they want to take its service. Customer needs to follow up and even skip office to get TV delivered on 05 April Monday by 11 AM. Store is actually doing a favor by delivering your product at your home.
I never had such bad experience with any of the services or product companies. However, I am highly astonished, shocked and in mental trauma after the kind of response I got from Mount road store and that too from TATA.
The TATA trust has been demolished. I now don’t believe in any of the timing given to render service and really want my money back to have mental peace.
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