Subject – Pathetic After Sales Service from Croma Retail
Dear Mr. Joshi,
It has taken me a lot of effort to write this formal letter to you. I am one of the Croma customer who feels cheated and is very unhappy with the after sales service that you have to offer to customers who buy the so called extended warranty from your stores.
I am trying to elaborate here, I had bought a refrigerator(Transaction Number SLF02A044020021389) - from Croma Showroom – Rajouri Garden, New Delhi – 110027 on 27th December 2012 & took additional 2 years of extended warranty.
The refrigerator reportedly stopped cooling and then I first wrote on Twitter and got the reply that you will get back to me(which till date, nobody has done so). I went to store because living without refrigerator is not possible in a City like New Delhi and especially in this weather.
I went to Rajouri Garden store on 17th June and requested the lady(Sayema or Saima) to lodge a complaint along with another installation request of Chimney which had bought in October 2013 from Croma. To my happiness, Glen responded the very next day and installed(perhaps because there was monies to be paid to them and some cut does come to your staff) the Chimney. However the refrigerator complaint was still not registered in your system, the lady chose not to act upon that.
I then patiently waited for so called 48 hours to be completed before I again called your Hotline number. I was told the complaint wasn’t registered and therefore needs to be lodged again and with a promise someone senior will call me(no one has called me as yet). 19th June 2014, the complaint was finally registered and claims ID was given – 133164.
21st June I called your helpline again to be given another number of someone called Mohan(9910898147) and was told to follow up with him on the date and time engineer will come. I did so with some elan and was defeated again because your channel partner was not only rude but extremely inefficient in handling the complaint and therefore caused more distress and heartburn. After the initial conversation, he stopped taking calls and trust me your staff also called and he did not pick their calls either.
As I write this letter, I don’t know where my requests stand and I am sure I will not return to Croma anytime soon.
I am also sure that you will get many letters and emails like this every day and you won’t bother to respond even. However I can safely say that Croma Retail experience has ensured that buying from Croma is a painful experience and add to it, nobody should pay for a service called extended warranty.
Please do hear my conversations with your helpline colleagues to verify what I am writing to you in this letter
A Harassed Croma Customer!
Rohit Sardana
+91 9811377592