Four days back I called up Godrej Hi Care regarding doing a pest control activity at our residence, since we wanted to get some relief from cockroaches. To my complete amazement, the call center executive said that they do not work on sundays and on weekdays they are available only from 10 am till 5 pm .
They didnt have any answer when I asked them that since this is a service done at homes, and if you are a working couple, then how do you service such customers!
After much negotiation, they did agree to send someone by sharp 9:30 a m on Saturday. And to my frustration, the concerned technician did not turn up even after 10 am.and when I called their service center, their reply was a nonchalant " He has already left our place at 9:15 am ".After four calls to the center, finally the technician gives me a call, from another landline and tells me that I will come there in another 15 mins.!
Its already 10:30 by this time, and I am at my wits end. Told them that they needn’t bother with sending any body, and I would try out PCI.
I have called PCI and they also have such timings for service, however they atleast were forthright and told me that they will ask the concerned technician and revert before commiting.
My advice is that if you are going in for any of these services, please be ready to bear with unresponsive and irresponsible people - at the service center and the call center and also be ready to take one day’s leave, if you are a working person!
It is beyond my logic that companies would keep such timings which are infeasible for customers, whereas their service is to be rendered when the customer is at home! I wonder why the management of these companies don’t realise this basic flaw in their customer service model.
*UPDATED
In my last review on Godrej Hi Care, I had detailed out how they were unresponsive about the customer’s need. I had, on the same day called up Pest Control of India, and I was impressed with their service quality.
When I called them up, they also informed me that their service timings are also 10 am till 4 pm on weekdays and no service on weekends. However when I told them about us being a working couple and the need to do the service while it is convenient for us, they immediately responded by saying they will confirm with the service technician who would be visiting us and if he is ready to come, then only they will take the order.
They called me up later to confirm that their technician is ready to come at 9 am and I was surprised that he did in fact turn up at 9 am sharp, without any call or any other trouble!
They were also quite quick and efficient in the way they handled the whole process.
I hope that this has the effectiveness which they claim to be. However, I must say that I was impressed with PCI after my bad experience with Godrej