Customer details: Mrs Minu Thommen / Address: A 405, Vasundhara, Plot 16, Sector 6, Dwarka, New Delhi - 75 / No. 20326477 (the no. on the Invoice cum Receipt of the COMPREHENSIVE SERVICE CONTRACT) Contract Receipt No. 45
The details of the complaint are:
- We had our service contract with Eureka Forbes from 25 Apr to 24 Apr. Whilst this contract was in existence, Eureka provided us only two servicing vis-a-vis the agreed 4 servicing. On Mr Goklaney's (Executive Vice Chairman, Eureka Forbes) intervention through the regional team, the service company agreed to give us two additional services in the next year.
- Accordingly we entered into agreement again with Eureka for a period of one year from on 25 Apr to 24 Apr.
- What was agreed under the above agreement is : 4 services (under this contract) the 2 pending services from the previous contract.
- The actual servicing dates under the current contract are : 25 April, 21st Oct, march, 10 April. You will note that the the services were not regular. And two services were bundled together in March and April, without providing any service for six months.
- The service engineer (Basant) when questioned about this irregularity, said that he was away on "chhutti".
- Also the tank cleaning solution was requested for in October, march and April. They never provided the same and always escaped saying they will deliver it the next day. Till date no cleaning solution provided.
- In second week of April, the service rep came back to renew the contract. When reminded of the two pending services and the cleaning solution, he insisted on us signing another AMC yet again and said he will come back with the cleaning solution and news on the pending servicing the next day.
- Till date the engineer has not reported back, seeing our firm stance on getting the "two unrendered servicing" from them and sensing that we are not interested in entering into another AMC, till the time they delivered the goods that they promised in presence of the company representatives.
We continue to feel that the company management has no control over these bunch of outsourced service providers and you leave the hapless customers entirely at the mercy of the unscrupulous thugs who have no interest in honouring any contract - as soon as they get the cheque.
This is a request to you to ensure that such MNCs have a better control over their franchisees / contract service providers, etc. And also to ensure that we get whatever is pending and is due to us from the company.
Best regards,
Thommen Jose
Mob: 9312293190
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