We got in a contract with Asian Paints(AP) to color our home from start to finish sometime around mid-2019. AP had a wing called Ezy colors which took care of everything. We paid AP an entire sum of around 85K and choose Royal Emulsion. AP brought home a contractor who was in-charge of getting the whole job done. As the work started the initial AP rep quit and a new person was appointed leading to more confusion. The job was even completed and COVID struck and thereafter the contractor also stopped picking up our calls and therefore the completion certificate was not signed. The painting job is still not completed and the quality of work is utterly disgusting. One of the workers appointed by the contractor did acknowledge that the job was not up to the mark and a lot of sections needed rework.
As per the sheet stuck by AP on the bedroom door which suggests three options to lodge a complaint my father tried the first to call 033 24756620 to which there is no response till date. The second option is to call the AP rep who did promise to come over but didn’t turn up and thereafter stop taking our calls. The third option is to email CSO-RA Riju Chakravorti or Unit Head Anubhav Ghosh. Since I live overseas and was unable to call an 1800 number and my father being elderly and not mobile savvy, I emailed a complaint on 26/04/2020 to servicesapehs@gmail.com, xxxx.xxxxxxxxxxx@asianpaints.com, xxxxxxx.xxxxx@asianpaints.com, RA13.KOLS@ezycolour.in, customercare@asianpaints.com, asainpaints.ezycolour@gmail.com.
I got a response from customer care with a ticket number – 2020042513 seeking some time due to COVID. Understandably we waited for almost two years and again started to email Customer Care as well as all the above mentioned on 14/05/2020, 27/03/2022, 02/04/2022, 11/04/2022 and 27/06/2022 but this time in vain. Surprisingly no one, not even Riju Chakravorti or Anubhav Ghosh or even the customer care replied back. This show the level of work culture in AP. Anubhav Ghosh and Riju Chakravorti are still working with the company but didn’t have the decency to reply back even after receiving so many emails.
I reached India in June and spoke to Javed on 18002095678 on 06/06/2022. I was on the call for 41 mins but he was very helpful which did reignited my confidence in AP but for a small time. I got a new complaint number 5055477489 and was advised that Swagata Sengupta would visit my home and solve the issue in 5 working days. Neither did Swagata Sengupta contact me nor did he visit. Instead, a CA named Subhojit visited on the 08/07/2022 and did acknowledge that the quality of workmanship was appalling and also confirmed that Easy Solution has closed down as well as the contractor. My argument with him was that I paid AP the entire sum and AP recruited the contractor. For me, only AP exists and AP cannot shun off its responsibility on the grounds that the contractor or a certain function of the company does not exist now.
Subhojit came over the next day i.e. 9/7/2022 with some machine for further assessment and did emphasis that the ticket needs to be closed in 5 days. Thereafter no one contact me so I called 18002095678 on 15/06/2022 and spoke to Neha who advised she will get in touch with the rep and get back to me which didn’t happen. I then contacted Subhojit on 15/06/2022 via WhatsApp but got no response and then spoke to him on 16/06/2022 who put the ball in his senior’s court named Mr. Joshi and was a bit surprised that Mr. Joshi hadn’t called me yet. Subhojit later called me to say that Mr. Joshi did try calling me but was unable to get through(a stupid lame excuse).
Later in the day, Subhojit did a conference call and Mr. Joshi again tried to convince me that the workmanship is not their problem to which I did blast him. He then said he will visit my home to which I said how many more visits are required for a solution, does that mean your last rep was not capable of doing his job. Mr. Joshi said he will speak to his senior and get back. On 18/07/2022 I spoke to Subhojit again for an update who said Mr. Joshi will get in touch with me. I warned him that these are delaying tactics especially when you guys know that I don’t live here and will be leaving in a few days and the warranty ends in November. The entire process has already been delayed by more than two years by AP deliberately. I also warned him of myself resorting to social media.
On 19/07/2022 I again called up 18002095678 and spoke to Safwan who like a parrot repeated the words “sorry for the inconvenience caused”. When asked why has the issue not been resolved with the SLA of 5 days he answered “due to technical reasons their server was down and maybe that’s the reason why the reps didn’t get a notification”. I explained the case to him and requested an escalation to which he did confirm that the case has been escalated to another team which I doubt.
AP is an absolute piece of junk with disgusting processes, lackadaisical attitude, delaying tactics to overrun warranty, false promises and an inherent culture of shunning responsibilities. They get the job done by local contractors who and there’s nothing special about them, my house is testimony to it. So BEWARE before paying the entire sum to an unscrupulous company called ASIAN PAINTS.