The complaint I sent is as follow and there is no respone even from the escalation channel.
The complaint I sent is as follows:
I bought the Aqua RO system on 13th December from Bangalore ([email protected]). The name of the sales executive represented for my sale was Mr. Satya.
History: System was out of order on the second day which is 14th and service technician came on 16th to look into the problem. It worked on that day then we went out of station on the 17th early morning and returned on late night of 29th December. I called sales execution on 30th December and informed that the system is not functional and I told him that I feel this system is not going to perform good for me by looking at the initial signs and better you ask your technician to take it back. With more conversation, he said that he will send the technician tomorrow (31st December) and also suggested me to call his office and make an official complaint with the front desk. I subsequently I called the front desk of the office and made the complaint as well. There was no technician on 31st and then I also called the call center number and made a complaint. I did few follow ups till 2nd Jan with Satya and he promised that somebody will attend before this evening. Even then there was no technician on that day. Then I lost interest of following up and suddenly at 9:00 PM on 3rd Jan the technical knocked at the door. I told that I cannot allow you now because this is un-time and there was no prior intimation to us saying that you are going to come. I told sorry I cannot allow you now and please come tomorrow. There was no technician on Friday, Saturday and Sunday he came to attend the call. I told him sorry I do not want you to repair the system for me. Please talk to your people and make necessary arrangement to remove the system because I cannot put up with the way how you people deal and respond, etc. I have many other things to follow up and with the history I have learned within this time has good lesion for me and please remove the system and I can live without this system. He tried to reach his boss and told me that his boss (I came to know that is Mr. Ali) is not reachable (cell phone is switched off) and his boss does not have landline and he said I am responsible to give a call by next day (7th Jan) and there was no call till 8th Jan. Then I called the office number asked for Mr. Ali, they were asking me to hold for few minutes and then Ali was wondering who I am and what my requirements. I had to explain the history behind and the reason for my call, etc. I was insisting that due to unpleasant experience with this product at the beginning I prefer you to take the system back and not required to repair it. With all the arguments he mentioned and committed to talk to the sales manager and he will get back to me in few minutes. I waited for 30 minutes and gave a call to check from him about sales manager decision on this. After waiting for 15 minutes in the call, the guy who talks only hindi answered me that Mr. Ali left office and he will come tomorrow. There was no basic courtesy of taking my name and number and to inform that he is going to pass on this information to Ali.
Then I gave a call on 12th Jan and waited for 25 minutes and got a chance to talk to Mr. Ali and he asked me to talk Mr. Sivakumar Sales Manager. I called Mr. Sivakumar and he was also wondering about whom I am and what my problem and why I am calling. I got irritated and told him that if you are doing customer support you need to be on top with all the customer issues and should not make the customer to repeat the history. I told him to sync up with Mr. Ali and asked him to call me back. Then I waited for 30 minutes and there was no call from either end and I called office number and asked for Mr. Ali. After waiting for 10 minutes, Mr. Ali informed front desk that he will talk to Sivakumar and call me back. Then I got a call from Mr. Ali asking me to talk to Mr. Sivakumar. I spoke to Mr. Sivakumar and with very hot conversation he said that he will send Mr. Ali personally to take care of this problem and I told him that he should be here ASAP (within an hour or so). Then Mr. Ali called me hour and half, I told him that please arrange to pay the money I have spent to buy mineral water during this time (I can bear for two days and the rest should be borne by your company). He said that he cannot make decision and he needs to talk sales manager and come back to me. However the next day without any prior notice (12th Jan at 7:45 PM) and the technician came to my house and asking my permission to repair. I told him that better you talk to Mr. Ali and tell me what he says. Instead he spoke Mr. Sivakumar and informed him falsely that customer is allowing me to repair. After he spoke to Mr. Sivakumar, he mentioned to me that he will come along with Mr. Sivakumar tomorrow. I told him fine. Then there was no follow ups or any calls from Aqua and I called last night and spoke to him that you are going to take care of this or if you do not have plans to take care please tell me, I will not bother you anymore and I can go to a channel find out the answer through that channel.
Then he called me and sent me the email ID and asking me to send the full details. I still told that it is not my duty to explain everything. Please better explain everything and I can give very high level details of the problem.
In summary,
I am unhappy with the way this is handled and I am inclined to use this equipment. Please take this equipment do necessary help on doing my routines.
Thanks and I appreciate the favorable decision.
Thanks,
Jeyaram.
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