Poor and Malpractice Ridden Customer Service
...
Prakash Viren
...
View
Thursday, April 16 1:04:31 AM
To: [email protected]
I own two Carrier ACs, and was planning to acquire another.
The one purchased less than five years back is not performing well.
It was attended to, along with the older one, by your 'technician' on 26th March but it has failed to function well. The older one too needs further attention as its performance also leaves much to be desired
Yesterday, in response to DEL 1794, the franchisee sent two persons who were completely clueless, tried to leave even as the AC failed to cool well. When confronted, the senior looking one indulged in guess work, demanding a sum of Rs.500/- for doing the needful. When told that it was a follow up on the 26th March, they contacted their office who insisted that they be paid again. Since they did not show any proper credentials as qualified technicians, the matter was reported back to helpline who gave another reference no. (DEL 1898) and assured that a senior technician would be sent within 24 hours.
I got it noted that if compressor needed to be replaced that may be done during the warranty period. I was assured by the customer care rep. - AKASH - that he had made a note of this specific request in his report to the concerned department.
The first and foremost malpractice seems to be the fact that the 'boys' employed by the franchisee are not duly qualified and trained. Therein lies the responsibility of the company. It seems essential for the company to ensure that each person sent to attend customer complaint must, before touching the machine, gives to the customer a photocopy of identity card issued by the parent company so that franchisees are compelled to employ qualified and trained technicians.
Servicing seems riddled with yet another malpractice whereby both the company and the customers are being short-changed. I have details of my unhappy experience with it. Suffice it to say, this practice seems to be promoted by lower executives of the company in collusion with the franchisees. While the customer is charged Rs. 500/-, he is not issued a receipt on Carrier's invoice.
The possibility of other mutually collusive practices can also not be ruled out as this seems to provide a very lucrative source of money-making at the cost of hapless, unsuspecting customers. Only a thorough investigation from higher levels can bring out the extent of the problem.
I would urge that not only are my specific problems are promptly attended to, but the basic malady is also treated and cured so that Carrier can maintain the high standards expected of the old and renowned company.
Virendra Prakash
P.S. Even after another call, neither have I received an acknowledgment of my complaint by email, nor has anyone turned up to do the needful.
0 comments