To: [email protected], [email protected], [email protected]
Date:
Subject: POOR QUALITY & CUSTOMER SUPPORT
Dear Sirs,
I had purchased a Duroflex Crown Mattress (6' x 6') in June from M/s Akesha Furnishing at Thane. Within a few months, the stitching on the mattress started peeling off at various places. I contacted the dealer on various occassions and after several follow-ups he asked me to contact Mr. Kumar Pillai (9867452008) from your distributor - Pereira Distributors. Here too after several folllow-up calls, Mr. Pillai finally visited our residence and confirmed that the mattress was defective and promised to replace it. The mattress was replaced only after several follow-up calls from my end.
The story did not end there. THE REPLACED MATTRESS IS EVEN WORSE THAN THE ORIGINAL. The stitching started peeling off within days. My follow-ups started again. Only this time the dealer had closed shop and shifted to another location, so I tried calling Pereira Distributors landline numbers directly, but their numbers were either engaged or when I got through I was placed on hold for so long that I did not have the patience to continue. In the meantime I managed to get through to Mr. Kumar Pillai, but he said he was busy with exhibitions and would be able to visit only after 2 weeks.
In desperation, I called your Hyderabad Office number and spoke to Mr. Ansari. I explained my problem to him and he confirmed that he was receiving such complaints, but it was only from Mumbai region. He gave me the telephone number of your Mumbai rep Mr. Vincent D'Souza (9969609639), who promptly agreed to visit my residence and get the matter resolved. Since we are a working couple, we are at home only on Saturdays and Sundays. However, everytime I called Mr. D'Souza he was busy attending to bigger customers on Saturdays and Sundays. I AM FED-UP OF FOLLOWING UP AND HENCE AM WRITING THIS MAIL, IN THE HOPE THAT DUROFLEX ALSO SUPPORTS SMALL RETAIL CUSTOMERS LIKE ME. Mr. D'Souza claims that he tried calling me on several occassions, and that I never picked up his calls - which may be true, if it was during crucial working hours. The fact however remains that I was given an appointment on 3 occassions and on all the 3 occassions I stayed at home the whole day waiting for Mr. D'Souza to arrive, but he never turned up and his mobile was unreachable. Even my SMSes to him were unanswered.
I was reading on your website about how large Duroflex is and how many countries you export to. I am therefore surprised that an ISO 9001 and Q9001 - 2000 renowned brand like Duroflex, that is such a large manufacturer and exporter, treats its small customers so shabbily. Is this the quality you export and is this the way you would treat your overseas retail customers? I agree that in any manufacturing process, there could be some element of defect. But that is exactly what your customer support is supposed to handle. I have been decently following up, but not receiving a reciprocal response. In the meantime, after so many months of following up, the warranty period also has expired.
I do hope there is somebody in Duroflex who listens to small customers also. I do expect an immediate replacement, that adheres to to the quality that Duroflex advertises and is so well known for.
Regards,
Flavian Rebello
(tel - 91-9867744476)
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