In around December I booked an order for set of 12 books for an amount of Rs. 2598 (inclusive of processing, handling, courier charges and all the other charges as applicable) through Internet in response to your mail which came on my personal email ID.
This offer has attached to it the following gifts:
1) Rs. 5, 000/- voucher for all expenses in a hotel
2) Rs. 7, 000/- voucher for Airtravel
3) A UCB watch worth Rs. 2600/-
4) A membership of club of Rs. 300 free books.
However, when I got the packet, the packet contains only the books and no free gifts. Even the executive from the postal department was asking for Rs. 200/- more from me as VPP charges. As I was not satisfied, I returned the packet.
Again on 9th February, I got the call from your office regarding the offer and they asked for the clarifications why I had rejected the offer. I explained to them the above deficiencies. They promised me that it will not happen again if you take this offer. They insisted me to take the offer. On their insistence I booked the order through you by telling my credit card number and all the other details, consequent to which the same offer was reinstated and was given order number ORA090009523.
Further, again on 11th February, I again got the call from your sales department. The lady at the other side named Ms. Shyrel told me to take another order for value of Rs. 2598/- . I told her clearly that I have already booked an order on 9th February. She told me that this is a different order and if I take this, I will be in the ist of top 10 clients and will surely get Rs. 1 lakh in draw to be held on 31st March. On her assurances, I took this order (order number OGA090011299) also but I clearly and specifically told her that I did not want the books again ad there is no point in keeping 2 sets of the same books. She told me after confirming from other person that I will get one Reebok kit comprising Reebok Track Suit, a bag, shoes and I more thing (Reebok fitness Kit) plus other things as mentioned below, all for Rs. 2598/-:
1) Rs. 5, 000/- voucher for all expenses in a hotel
2) Rs. 7, 000/- voucher for Airtravel
3) A UCB watch worth Rs. 2600/-
I told her several times that please be sure that I will get the same things and not another set of books. She confirmed me on this. Also on both the occasions, the sales executive confirmed me that I will get all these inventories in one packet only.
Inspite of all these unequivocal assurances from your side, I got two packets and to my surprise, the packets were same. Both the packets contain similar twelve books. There was no free gift inside the packets as promised. Only1 packet contains UCB watch.
My concerns are:
1) Why I was given two packets containing the same stuff inspite of your assurances that I will get different inventories in both the packets.
2) The first packet doesnot contain any free gift. The Second packet contains only the UCB watch, which is a very bad quality watch. I AM GOING TO MAKE A COMPLAINT TO UCB ALSO. They are promoting their bad quality watches through you and you are equal partner in this. This is really bad stuff from a renowned company.
3) Your invoice says that I have to claim the free gifts within 60 days. Why I have to claim these gifts. You should have send me those gifts with these packets as promised by you.
When I tried to contact your customer care at number 011-40502424 (as given in invoice) last Saturday, the same is busy at most of the times. I got through the number on three occasions after repeated dialing; however it is shocking that even after 20 minutes continuously waiting on all the three occasions, the phone was not connected to any of the customer care executive. Only thing I listened was a music for more than 1 hour.
After this, I contacted your sales department for solution but the response was even more pathetic. They told me that they cannot do anything and I have to contact the customer care only for all my grievances. When I told them my problems in getting through to the customer care, they gave me another number, the response on which was also the same MUSIC ONLY.
I again contacted the sales department and talked to senior people also but to no avail. I told them that they are in the same company and they could forward my request to customer care and gave my number to them so that they can call me. But they flatly refused to do so. They simply told me that they cannot do anything. It is really agonizing that at the time of sale, they were always eager to talk to me and close the deal as early as possible by promising false benefits and at the time of listening grievances, they just shrugged off their responsibilities. This is the sales department only who had taken my order. It is also amazing that when I called sales department, the phone was connected with in 30 seconds and everybody was available but to sell not to offer any help on the already sold product. However, the customer care department was not accessible for more than one hour. After this I messaged ITBC to 52424 also on 1.19 P.M. in afternoon for assistance, I got the message from them that:
“Thank you for contacting us. Our team member will call you back soon to discuss your request.”
But again nobody from your side has contacted me. What does soon mean? Can you tell me? Even after a week, nobody has called me to discuss my problems.
The crux of the matter is that you are not interested at all to look at the problems of the customers due to the following reasons:
1) Your customer care is not accessible.
2) Your sales department is not listening anything. I don’t understand their concept that they cannot do anything.
3) Nobody contacted me even I week has been passed after sending my request for assistance through SMS.
This is nothing but a very unprofessional attitude from a renowned group INDIA TODAY.
I AM MAKING THIS APPLICATION FOR THE EARLY REDRESSAL OF MY GRIEVANCES AND IN THE HOPE THAT U PEOPLE WILL LISTEN.
IF NOT RESOLVED, I WILL HAVE NO OPTION BUT TO FILE A CRIMINAL COMPLAINT FOR CHEATING, FRAUD, CRIMINAL BREACH OF TRUST BESIDES OTHER REMEDIES AVAILABLE IN LAW AT YOUR RISKS AND CONSQUENCES.
Regards
Manoj Gupta
Advocate
Delhi High Court
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