I would like to formally lodge a complaint against Philips, India for not only providing deplorable after sales-service but also not addressing customer problems in a timely manner.
Here are the details: Our Philips water purifier’s filter had to be replaced by a new filter and we wanted a new inlet tube also, so my husband (Kapil Sangoi) called Philips call centre on 9/02/011 (Wednesday) and registered our request (complaint no : 526087) which was handled by Mr. Gaurav. (Service centre no: 274811.JS No: 999982240526087). We were told that a service engineer will come to our place and will do the needful within 48 hrs. We waited till Sunday in vain.
(We currently live in Daund which comes under Pune district. There is no Phillips outlet here and no water filters available. The tap water that we get here is salty and of not good quality and even after boiling it, it’s not hygienic.)
On Monday (14/02) we called the service centre again and one of the representatative gave us their Pune-Chinchwad dealer’s contact no (020-27486549) and asked us to contact them for further information. We contacted this dealer and he told us that an engineer will be sent to us on Friday (18/02). My husband gave an alternative solution asking him to arrange a courier (cash on delivery) for us which will be paid by us but he said that he didn’t want to take the risk.
We waited but again there was no engineer. So again we called the Pune dealer and he told us that the engineer will come on Sunday (20/02) instead. And even on Sunday there was no sign of the engineer.
On Monday, I received a call from the dealer and he told me that they were out of stock and did not have the water filters with them. So I asked him finally when can we expect our problem to be resolved since we have to make do with boiling tap water and especially since it’s extremely difficult to procure any water cans in this little town. He said that he might be able to send an engineer on Thursday (24/02) but he did not sound sure.
So I called up the Phillips call centre again on Monday (21/02) and my call was handled by Ms. Anu Markhande and I recounted her the full story. I once again requested her to arrange a courier for us which will be paid by us. She consulted her senior and told me that they will revert back to me the next day on Tuesday and to expect a call from them.
I told her that we have been very patient and tolerant of their deplorable service but we are literally in dire straits and have been drinking boiled tap water so to please do the needful immediately.
I waited the next day but there was no follow-up call from the Phillips call centre and today is Thursday (24/02) and there is no sight of the engineer either.
I am exasperated and would like to formally lodge a complaint against the callousness of the service centre as well as their Pune-Chichwad dealer who have kept us waiting. They do not have the least consideration for their customers and do not follow-up after the registering requests/complaints. And the sad part is that Phillips who caters to a wide segment of electronics and gadgets, does not prioritize on something as essential as water-purifier.
We are still waiting for pure water and... purer consumer action taken against Phillips, India and the dealer.
Thanks and Regards,
Palak Sangoi
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