The Chief Executive Officer
Godrej & Boyce Mfg.Co. Ltd.
Pirojsha Nagar
Vikhroli, Mumbai – 400 079
Dear Sirs Kind attention: Customer Service Department
Customer Service – Grievance/Complaint
I am disappointed and distressed over the thoroughly callous attitude and unprofessional approach of the Appliance Division of your esteemed Company. The facts of the case are briefly, as under:
I had purchased a split type Godrej room air conditioner on March 23 from Anandamela, Burdwan. After a month of installation It was observed that the Unit was making great noise. The Service provider was informed and on 12.05.2008 their representative attended the air conditioner and stated that the sound is not alarming and the machine is O.K. After a month again it was noticed that water was driping out from the out door unit. The service provider serviced the air conditioner on 25.07.2008 and again declared the machine O.K. After a month, as the intensity of summer lowers down we stop using the air conditioner. Again at the end of February when we start using the said air conditioner it was found that the effect of cooling was not upto the mark. Again a complaint was lodged and after a couple of reminders the service provider came to attend the air conditioner on 7.3.2009. This time they took away the outdoor unit and returned it with charging gases. When I asked them why an airconditioner not a year old and run for six months have to be recharged with gas, they gave no explanation. Though I wrote in the service card that "till the cooling effect is not satisfactory", nobody till date bother to make an enquiry about my dissatisfaction. It is to be noted that at that point of time the said air conditioner was under warranty. Now on March 04 while the air conditioner was on it suddenly stopped working. A complain was lodged at Godrej Care Vide No. 108839 dated 06.03.2010. After repeated reminders the service provider turned on 16.03.2010 and detect that there is P.C.B. problem. They took away that section for repairing.. I have since then been in constant contact with your concerned department/officials and have put in numerous telephone calls over the last 18 days. Although each time I was assured that necessary action would be taken, no corrective action has been taken till writing of this letter. This kind of callousness and total disregard of the customer’s grievance is unbecoming of the high reputation of the Company of your stature and standing. This experience is unbelievable and, to say the least, disgusting. This has caused me mental stress and inconvenience as I could not utlise the air conditioner for the purpose of which it was installed..
I do hope that you will personally look into this complaint and take prompt corrective action at the earliest. In case no prompt action is taken, I will have no option but to take recourse to legal action and/or such other action as may be deemed fit.
I am endorsing a copy of this letter to Shri Adi Godrej.
I look forward to hearing from you,
Yours faithfully
Aloka Biswas
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