i would like to congratulate Godrej smartcare for eclipsing even my wildest imaginations for delivering possibly the worst customer service experience multiple times within the last 5-6 days. Heights of brilliance & really deserving people out there!!
I raised a request on call D2107211403 on Saturday 07/21/2018 with regards to a faulty ac compressor and was told on call & as well as an SMS message, a technician visit would be done(*GODREJ SMS* TECHNICIAN -AAMIR WILL BE ATTENDING YOUR CALL -D2107211403 ON 07/21/2018). A very competent technician came in the evening, and after some checks said the motor is gone & needs replacement. As I do work on Sundays as well and it is night shift for me, I requested him whether he could come around 12 noon on Sunday in order to get the AC motor replaced. I WAS REPEATEDLY PROMISED BY HIM HE WILL DEFINITELY ARRANGE ANOTHER VISIT BY 11AM. HE ALSO GAVE ME A VISITING SLIP (500 RS WAS CHARGED FOR THIS) On Sunday, I waited till 12 30 Noon, and then had no choice but to leave for work, and theres’ nobody else at home during this time. Around 12 45 PM, when I am in my gurgaon office, I get a call from Godrej service centre where the caller says that “Sir, you had raised a complaint and we want to come over right now in order to get the motor replaced” . I asked him why was I promised this would be definitely done at an earlier time and was not honored but he kept saying we can come now. I tried to tell him multiple times that because of my work timings and the absence of anyone else at home, theres’ no point in him insisting on arranging a technician visit again but he seemed to be a robot. Pissed, I asked to just close the complaint and not call again, and the conversation ceased. I had forgotten about this and had moved on but on Sunday I first received a message at 04 57 pm, *GODREJ SMS* Dear customer, we have attended your call no D2107211403 and the estimate is Rs 2000. Please call on 18002095511 to confirm. I did not respond since for me, this was considered closed. Then on Monday, a lady this time called from Godrej about call D2107211403 AND AFTER LISTENING TO EVERYTHING, SHE PROFOUNDLY APOLOGIZED STATING THAT WHILE THE INITIAL CALL WAS CLOSED, SHE WOULD RAISE A NEW REQUEST AND A TECHNICIAN VISIT WILL DEFINITELY BE ARRANGED FOR TUESDAY 07/24/2018. I agreed, but I had my doubts as this was conflicting to what I had been told initially. Hence on Tuesday(07/24/2018), at around 6 30 AM morning, I called Godrej on their helpline 18002095511 and spoke with Mohit, who said there was only one complaint raised with my details, CALL D2107211403, and nothing else. He also informed that this was already closed and a new request had to be raised. I agreed reluctantly, after he assured me even though it will be a new technician visit, the charge of rs 500 will be waived off as its valid for a month and also, he told me when they call from the service center, all I have to do is tell them they need to bring a new ac motor (Previous estimate given Rs 2000). Hence, a new request D2507212392 was raised.
Around 12 36 PM yesterday( 07/25/2018), I got a message *GODREJ SMS* TECHNICIAN ARMAN WILL BE ATTENDING YOUR CALL-D2507212392 ON 25/07/2018. The fiasco didnt end there. Around 4 00 PM, these two technicians come and after almost 45 mins, the motor they got doesnt fit into the AC Fan. So, they asked me whether they could take both the old & the new motor alongwith the AC fan to the service center in order to make some technical adjustments. I agreed as I was about to leave for work, and it was urgent for me to finally get this matter resolved as soon as possible. I WAS REPEATEDLY REASSURED BY BOTH OF THEM THAT TODAY BY 11 AM,THEY WILL BE AT MY HOME WITH THE PARTS AND GET EVERYTHING SORTED.
I called the same technician at around 01 45 PM who visited yesterday (contact number 9718019083), who said he was ASKED BY SERVICE CENTER TO TAKE SOME OTHER JOB AND MY REQUEST WOULD BE HANDLED LATER BY SOMEONE ELSE. I was surprised and asked him about the promises and reassurances I was given about this being done in the morning but he kept on saying he was helpless and I needed to speak with his bade saab at the service center. He did offer to give the number for that big HEADED person, but I refused as I had spoken to these technicians and the reassurances were given by them. I then called Godrej Helpline 18002095511, and a chap named NITIN answered in English. I lost it when he said that what he can see regarding my issue is that my AC Motor replacement will be done today by a technician at 08 00 PM. I have lost count of the number of times I have advised various people about my job timings as well nobody being at home during these times but it seems everything went to deaf ears. I was angry and I kept getting multiple apologies from Nitin who kept interrupting me, speaking over me….exasperated, I REQUESTED TO SPEAK WITH A SUPERVISOR AND HE SAID HE WONT CONNECT A SUPERVISOR AND HE WILL GIVE ME A NUMBER FOR A SENIOR PERSON. I am at my wits end, so if a customer wants to someone at a higher position since its obvious you are not able to understand a situation, GODREJ DOESNT HAVE A SUPERVISOR WILLING TO TAKE OWNERSHIP???? **REALLY CLAPS**
I told Nitin, I DO NEED TO SPEAK TO SOMEONE ELSE AND CAN HOLD AND HE PROMPTLY SHOUTED OVER ME AND DISCONNECTED THE CALL.FIVE STAR SERVICE TO HIM AND I AM SURE HE MUST BE THE TOP PERFORMER AT GODREJ WITH THE CUSTOMER SERVICE SKILLS HE SHOWCASED DURING THIS CALL.
I called back again on the same number and this time, a hindi speaking rep RAMGOPAL answered, and he again continued with these meaningless apologies and imagine my fury when he also says “I WONT CONNECT THE CALL TO A SUPERVISOR SINCE THIS IS SOMETHING THAT YOU NEED TO SPEAK WITH THE SERVICE CENTER DIRECTLY”. I just asked him to shut up, and disconnected the call at my end.
SO HERE I AM AT 03 00 PM, WRITING AN ODE TO YOUR AMAZING SERVICE AND WITHOUT HALF OF MY AC PARTS..EVERYTHING OPEN & STREWN IN THE BALCONY AND NO RESOLUTION AT HAND.
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