We bought a Godrej Dining Set from a dealer called Designo, in Mulund Mumbai in Aug 08. This was for a Dining Table plus 6 chairs. The Chair broke in Nov 08, that is within 3 months. I telephoned designo the dealer and they took 2 weeks to send some one to home to have a look at the same. Someone came inspected and said he will do the needfull. Waited for a week and when asked what is the status they cooly mention that I should telephone Godrej and lodge a strong complaint and as a user it will be more weightage than they complaining. never understood the logic. Lodged a complaint at Godrej call centre. Promptly they send a SMS saying complaint number and some one will attend to the problem. One week passes away no one turns up. called up again. Get a new complaint number and also informed once again someone will attend to within 48 hours. 5 days again passes away. Again I called up. Some one comes and take pictures of the Chair as theough he has come to see the scene of crime. Nothing happended for a 3 days. Called up the call centre and informed them categorically that even if takes 1 hour for me to hold I would do so to ensure someone seriously takes care of the problem. Line got disconnected. Someone up there had mercy on me and I was pleasantly suprised to receive a call and set up a conference call with some manager called mr. Boumi or Mr. Homi. He saus i am here to help the customers and give them good service, etc which when I heard, I had to control my "emotional outbursts".
Next day some one turns up and brings a chair and which has no resemblances whatsoever to other 5 chairs.
Which means I was back to square one.
I told myself what I might have experienced might be one off case and this time maybe the situation has improved. So called up again on 25th dec. Again a SMS mentioning compliant number. No response further. Spoke to Mr. Goliwala who was absolutely out of his mind giving me suggestions... there would be some minor differences in furnitures so maybe I should adjust, I should take the chair to Designo, etc, etc. When I tried to be agressive with him for his audacious suggestions, mentioned that he will send some one. Waited for 48 hours. Called up again. Again Mr. Goliwala says that he will send someone. he did. Again the guy comes and checks the now famous "scene of crime". Wait for couple of days if Godrej will ring back. But alas we are Indians, right. Absolutely tolerant and always waiting in antciaption of good to happen. On last call Mr Goliavala says 8 days for replacement.
This is India.
Had they just replaced a simple chair without asking questions as they do in USA, I would have forever felt good of the company and would have stuck to them for my purchases. But now, NEVER.
I remember during my last trip to USA, I had been to "BEST BUY" the electronic outlet. I bought some adapter and it did not serve my purpose and I wanted to return it. I was thinking what to mention if they ask me why i wanted to return. When i went to the counter to return, not a SINGLE QUESTION or EYEBROW raised even though I did not have the original pack. They just returned the money... 100%.
That is the difference.
We Indian are used to this run of the mill post supply service and Chalta Hai attitude. However big the company in India is, they are all the same. They derive some sadistic pleasure, I presume, seeing the users being taken for a ride and face troubles post sales.
Very Very bad experience
Venkatesh (Mumbai)
Tel (022) 2528 7626
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