Here is my ordeal of the worst customer service center I have experienced in my lifetime.
When my TV broke down, I called up Adonis Electronics Pvt. Ltd. in Ahmedabad and put in my complaint. The service engineer came on the same day to inspect the TV. He said that the TV needs to be taken to the service center for repairs. It is after this that my nightmarish experience begun.
I inquired the service engineer whether he can take the TV to the service center, he refused. I asked by calling at the service center and they told to me that "WE DO NOT PROVIDE THIS SERVICE". I had to take half day leave from work just to give the TV. It was very embarrasing for me to ask for a leave for such a trivial issue.
As I was not given any choice, I myself went to the service center to give the TV. The experience there is another ordeal. On my entry to the service center, it gave me a feeling that it was more like a Government office with people sending me from table to table and I was getting replies as if they were obliging me by showing the direction. On reaching the TV service area, all the servicemen were totally ignorant of my presence and no one seemed ready to take up my job. After about 5 mins one guy came up to me and I told him that your service engineer has checked the TV and it needs repairs so just give me the service request form and you do the repairs as required because I am getting late for work. However, the service engineer did not pay any heed to my request and said that first we need to open the TV and see the problem. I repeatedly said that you do the repairs as you deem fit and just let me go for now. Still he did not listen and opened the TV then he saw that the TV was very dirty from inside, so he ordered two people to take it and clean it. and it took almost another 25 minutes for cleaning the TV. After the cleaning was done, the service engineer did not tell me anything nor did he check the TV and just gave me the service form and asked me to leave. I don't get this, if he was not going to tell me the problem, why did he make me wait for so long? It took me 1 hour in your office just to drop the TV!!!
He told me that it should be repaired within 2 days. After 2 days, we called for update, he said it will be done on next day. In this way it has been 2 weeks and I still haven't received my TV. Only after calling up 2 times today, finally I got a call after office hours of Adonis Electronics Pvt. Ltd. that my TV has been repaired. Now do you think they will be in office when I reach there to take it?
Here is the worst part of my experience with your service center:
Everytime I called the operator asked me the same questions, one of them was "Did you yourself bring the TV? "
As I was earlier told that "ADONIS ELECTRONICS PVT. LTD. DOES NOT PROVIDE THIS SERVICE", I sarcastically asked "Do you have the service? Because if you don't have the service as you have told me earlier, then you should not ask such questions, To which she replied that "THE SERVICE IS FOR TVS IN WARRANTY ONLY?
I was aghast on listening this. So does this mean that you care for the customers only until the TV is in warranty? Are they of no value to you once the warranty is over?
Few months back when my Sony Home Theater was not working, I was told that I will need to pay Rs. 300/- if the Sony service center guys themselves pick up and drop the home theater. And I opted to pay Rs. 300/- more so that I do not have to take a leave from work.
This is by far the WORST service center I have experienced in my life. Now I know one of the reason why people have stopped buying Onida TV.
I feel very sad to have opted for an Onida TV in the first place and will make sure that I do not make this mistake again.
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