Shaikh Fazal Faiyaz
24/3, Shaguftha Manzil,
Near the rly stn,
Bombay colony,
Mumbra (Dist thane)
Mumbai – 400612
Maharashtra (India)
919833247302 (Mobile)
E-Mail: [email protected]
Date: 26th September
To,
HP India Pvt Ltd
India
Subject: Complaint Number: 4604286274 / 4603566630 for Problem with Cartridges of HP Color Laser 1600 Printer, Serial Number: CNCW66ML92.
I’m Fazal Shaikh from Mumbai and I’m had faced many problems for the replacement of the cartridges from the ARC Center add: Shilip Tower, Ground Floor, Shop No.6, N.M. Joshi Marg,
Near Deepak Cinema, Opp union bank lower parel (w) Telephone number: 022- 24316719
Case id: ININDARC53001013584
ARC: INDARC53
Case date: 09/14
On the first day i send my friend Mr. Milind Patil to deposite the cartridges to these center for replacement. He have to wait for 4 hours in that center because of their procedure is old style which is time consuming, they solve the problem of the customer one by one. Eg: First of all the customer has to wait for giving complaint out side the center entering details to the security guard first and he will forward the complaint inside the office with cartridge for checking and the checking procedure takes 40 min to 50 minutes for one customer and than after only the next customer will be served.
On the same day i got the call from the ARC Center for verfication call why i have send my friend for replacement and why i have not visited the center personally and they need verification of the serail number of the printer for vertification. I told the person i’m outside right now and i dont have Printer serail number with me right now and i dont have time to visit the center.
T
he ARC Center told me in a very bad tone that No You have to give the verification of the printer right now tell me what is the serial number of your printer nad i told him give the call to your manager i will explain. He told No tell me what is your printer serial number and what is your name and adresss. I explain him again i’m outside right now but he didn’t listened and i disconnected the call and I called to my friend who was already in the ARC Mr. Milind Patil i asked him to talk to the center manager and ask who has called me right now for verification than after..
I didnt’ got any calls from the center regarding the cartridge status in 10 days and than i got the call from the delhi hp center for informing approval for the replacement has been done and to know about that, i have received the cartridge from the ARC Center or Not.
Than i have called to check status again with the ARC Center, they said right now we are busy call back after some time and again called them they said call tommorrow i cant check the status right now and than tommorrow i called, i told about my complaint and they said your approval has been done and you can come and collect the cartridge from the center when i told them i will come till 16:30pm and the center closes at 17:00hrs they said dont come these time we will get late to go home if you come these time. Than i decided to visit the center on 25th September to collected the cartridge and i dont get much time to visit early morning and anyhow before going to my call center job in the evening i visited the center at 16:50hrs before the center close.
I was really surprise to see that, the center security man not ready to take my complaint and not allowing to enter the center and not allowed to speak direct to any person of the center. He told to call from outside and talk to them over the phone only. Somehow somebody name Mr. Chandra shekar came from inside at the door and i told him my problem why i have came these time to collect and requested to handover the replaced cartridges it will take only 5 to 10 minutes
He showed me finger and told me in the loud voice that, Dont argue with u security man and come on Monday 28th September in te morning for it and right now we dont have time for it. we have to go home at 17:00hrs and i request again to do favour once than he went inside and came back told that our system is down right now. I told him i’m came before the center closing time and you have to serve me than he went inside and Stamped my complaint paper with rejected stamp and i told you asked to come and colled the replaced cartridge and now you are rejecting my application because i came at 17:00hrs. I told i will complaint about you in HP Head Office about these issue. He said nothing will happen if you complaint anywhere in HP any person or any manager or Head office. I dont care send email or do anything what ever you want to do. Nothing will happen to us and laughed loud with center employees.
I tried to complaint about issue to customer care of HP at 1800 1122 67 and talked Ms. Ranita between 17:10 – 17:30hrs she told i cant help you in these case and i cant log a complaint regarding these issue. if you want talk down accounts manager number 022 - 66771963 Ms. Nafis may be she can help you and when i talk to Ms. Nafis she was careless too to listen my complaint carefully and than i decided to go other ARC Center for replacement finally
I really feel shame on me on that day why i had purchase HP printer to listen non sense from the service center people, their service is worst i ever had and uneducated people handling the ARC Center and they dont know to how handle the customers and how to make them happy and to make HP Proud.
I hope you will take some action against it to improve the customer experience in future and you have already lost one valuable customer of HP who has 4 printer of HP at home F4288, F380, F230, Color laser 1600.
Hoping for the favourable reply.
Inconvenience be regretted
Yours Faithfully,
Fazal Shaikh
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