Dear Sir / Madam,
Pl find below my reply (in red colour).
On Thu, 30 Jul 18:21:09 0530 wrote
Dear Mr. Prakash,
We deeply regret the inconvenience caused.
I really appreciate your quick reply and initiation in resolving the same. The same kind of treatment could have been given by your Mangalore Manager Mr. Sumith / Bangalore Inacharge Mr. Girish VP. With that my time and your time could have been saved.
With reference to the following complaint we want to inform you that till date none of our personnel have received any bill or invoice from you for the purchase of the Trend wardrobe. Our records show that the Trend wardrobe was purchased on 6th Oct bill no. T81/1535, on the name of Mr. Ramdev Prasad Shenoy.
I was new to Mangalore during that time and sent my friend.
We had received a complaint from you during the warranty period of 1 year, for the growth of fungus on the wardrobe. This was rectified by us through an anti-fungal treatment.
That means, you are also agreeing the fact that, the wardrobe was not of an expected quality and was not supposed to be billed to a customer. Even if it wa billed by mistake / oversight immediate action could have saved lot of time, energy and complaint from a customer like me! Will you please tell me, if the product is OK, what was the necessity to give anti-fungal treatment?
Recently, we again received a similar complaint from you. Mr. Sumeet Raj visited your place to inspect the product. He further informed you that the warranty of the product was over.
When a customer complaints, mere visiting his place, taking few snaps in a mobile won’t serve any purpose. The purpose behind the complaint has to be resolved. As you agreed in the initial para, and also in the subsequent para, you have supplied a wardrobe which was not up to the mark / of a quality product. And chemical treatment was done before warranty, which again shows that, the product was of a bad quality and could have been replaced before completion of the warranty period itself and could have avoided such a nuisance to the customer and Furniture Bazaar.
To ascertain the cause of the problem, we have found that your location is surrounded by lake and coconut trees all over due to which there is high possibility of moisture in the air. This could be one of the reasons of fungus growing again on it. Moreover yours is the only complaint received for this model for fungus problem.
It’s a ridiculous statement that, the locations is surrounded by a lake. There are no lakes in or around Mangalore. And also about coconut tree, how can you expect a house in and around Mangalore without one or two coconut tree in the compound which is 1800 sq built up area? In fact, there is only one coconut tree in our compound. But in near by house there are 3 coconut trees which are far away from the room where we kept the wardrobe!
And also, we have wooden computer table, wooden dining table, wooden sofa set, wooden TV (huge) stand, and entire house is having wooden items like windows, doors etc., why those are not getting fungus problem?
Hence we confirm that there is no problem with the quality of the product.
In your mail itself you have mentioned the fact that, you have given chemical treatment.
And also mentioned that, this is the only complaint you have received. Can you please tell me, if the product is not a bad quality, what was the necessity to give chemical treatment twice? And why the customer is after you? Do you think customers are having enough time to do all these things?
However as a gesture of goodwill we are ready to give a chemical treatment at our cost even though the warranty has lapsed.
You are not the vendor of chemical treatment and how can you expect the customer to allow the same exercise which is of no use and useless process in solving the issue once for all? If the quality of the product is not OK, it is your bonded responsibility to replace / refund the cost of the product to avoid damage to the reputation of such a big organization and to retain customer like me? No Customer require/expect any gesture and favour from a vendor! He needs the quality product for his money. Not a temporary solution. Once chemical treatment it is OK, Twice it is OK. You are expecting customer to keep on accepting whatever a vendor suggesting / doing some trial and error process? Will you please tell me do you have so much of time and patience if somebody keeps on giving such suggestions?
We request you to kindly let us know if this is acceptable to you.
It is not at all acceptable solution to the issue raised. I would have appreciated your managers if the problem was solved at Mangalore / Bangalore level. They took enough time and dragged the issue such an extent which leads to extreme / worst position! Will you please tell me why such a small issue was dragged to such a long time and why your Mangalore/ Bangalore Managers are not resolving then and there itself.
If such things happen to me (who knows how to tackle), what is status of a middle class or poor class person who is innocent and doesn’t know how to handle and doing business with you people?
Further you had also informed us about exchanging the current wardrobe with a new one. In this case we will be able to give you 25% off on the new one.
I had a bitter experience in buying one product. You expect me to test one more? If you people are not in a position to solve one small problem how can a customer expect the better quality product & service from you in the future? What is the guarantee that you are going to supply better quality product? This offer is not at all acceptable.
Assuring you the best of our services.
Enough is enough! If the same mental tension thorough out these months was faced by your Mangalore / Bangalore Manager and the wardrobe was supplied by me and his wife & daughters ware cribbing every morning what was their reaction for this?
Last but not least:
Please replace the wardrobe close loop the issue immediately. I hope me and you have better / productive things to do in our life;
If you are not replacing, why it is so and,
Who is next person should I speak / write (give his name, contact no & email ID).
As a responsible civilian of our society, I sincerely request you to close loop the matter in this stage itself. The time, energy what we are wasting is definitely more costlier than the cost of the WARDROBE!
Expecting a PERMANENT solution immediately!
Regards,
Prakash Sawadi
9845990089
Mangalore, Karnataka
Warm Regards,
Customer Service,
Home Solutions Retail India Ltd, Mumbai.
%%%%%%%%%%__
From: PrakashSawadi [mailto: [email protected]]
Sent: 28 July 21:14
To: Feedback Home Solution; Share With Us; [email protected]
Cc: Joanna Desouza
Subject: Irresponsible behaviour of Furniture Bazaar Manager - Mr. Sumit (Mangalore) & Mr. Girish (Bangalore)
Dear Sir,
I bought a wardrobe few months back. After 15-20 days I found fungus started forming on the wardrobe. I spoke to your Furniture Bazaar Manager, Mr. Sumit - Mob No.0824-6660741-Mangalore Branch Manager and updated the same. He told me that, chemical treatment will take care of the same and arranged for a chemical treatment.
Subsequently after 2-3 months same problem started. I complained the same to him again. He repeated the same and again arranged for a chemical treatment.
Now again fungus problem started. I complained the same to him. He told me that, warrenty period is over. I can't help. He was not ready to replace or make an alternative arrangement. But gave me his boss Mr. Girish Mob No.9343149649. I spoke to him 2-3 times but NO ONE is ready to listen / close loop the issue.
Inspite of following it up with so many personnel & times I lost hope in getting this resolved. The product was not up to the mark and is of a bad quality.
Pl arrange to give a replacement / a permanent solution.
Your Mangalore (Karnataka) furniture bazaar manager Mr. Sumith has collected bills long back, but not given any resolution till date & time.
Request you to close loop the issue immediately.
Awaiting for your reply & quick resolution.
Thanking you,
Prakash Sawadi
09845990089
Mangalore, Karnataka
cc to:
South Zone
Pantaloon Retail (India) Limited
Pasadena
No.18/1 (Old No. 125/A)
10th Main, Ashoka Pillar Road
Before Rani Sarla Devi School
1st Block, Jayanagar
Bangalore 560 011
Tel: 91 80-6658 8600
Fax: 91 80-6658 8650
e-mail: [email protected]
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