A 300ltr Godrej refrigerator at my in-laws place had a break-down; this was well outside warranty period. Godrej Smart Care was promptly called. An Engineer promptly came, took 250 s service fee without any repair done. He insisted on this collection stating that without the 250, the case would not proceed at all and that it was a company rule and that the repair would be closed 7 days; receipt was also given. That was the last time we saw him. Godrej used to call every other day asking if the problem is fixed; family tells that nobody came back for the repair and how did they expect it to get alright with nothing being done. They said that the delay was in procuring a spare part although the call center did not have any idea of what part it was. After 22 days of no action from Godrej, we called a private repairer who got the same Godrej spare part within half-an-hour of his inspection and the refrigerator was ready in no time. Meanwhile calls from Godrej continue and Godrej closes the case after 30 days stating that the SLA maximum is reached and the case cannot proceed further.
We wrote to Godrej about this with case ID although knowing fully well that nobody or nothing would ever respond. I think it is wise to spread this wprd around about their Customer care where there is nothing smart in Godrej Smart Care. FYI - the name of the third party service provider who did not close the service request is M/S Supra Engineering, Mumbai.
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