I ordered the Item code: 102005, BAJAJ CGX3SS Glass Top Gas Stove and HX1 Chimney Combo Offer from Bajajelectricals.com on 26th Oct 2014, by making a full advance payment of Rs 8600, with a delivery time promise of 7 working days.
Issue 1: Did not receive the Combo within 7 days.
Issue 2: Received only the HX1 Chimney after 15 days, which I kept sealed till the authorized technician could come and install it.
Issue 3: Direct intimation to authorized technician was not made by Bajaj, I had to call the customer care to request for installation. On calling customer, I was asked to call another number to place request for service installation. Bajaj order management processes are still in the stone age.
Issue 4: The service technician came on the 3rd day of requesting installation, opened the sealed/packed box of HX1 chimney to discover that a particular part of the chimney was defective/broken and that he is not able to complete installation and that we should contact Bajaj to get the part replaced.
Issue 5: The authorised technician should ideally make that communication himself supporting with proof that in his presence he has opened the sealed box and found the defective part.
Issue 6: After raising the complaint again for defective piece on November 6th, we were told that another technician will come to inspect the chimney and if found faulty then part will be replaced. If one technician has already proclaimed a part to be faulty why is another technician required to get the customer a working part?
Issue 7: After two weeks of this request, still no one has come to replace/inspect the faulty piece and I am not able to use the product which I paid for almost 3 weeks back.
Issue 8: There is no proactive follow up from Bajaj to resolve my concerns, I have made 15-20 calls over a period of 1 month and spoken to several people in the call center, service center, division heads, Mumbai city heads. Absolutely, no one has any sense of courtesy or customer service to resolve this issue. Of lately, every time, I call the call center and ask for Gaurav(Sr Executive) I get put on hold and call gets disconnected!
Issue 9: As of 1st Dec, I received a call from Bajaj office claiming that my refund has been approved and that I need ship the faulty product to the Bajaj service center at my own cost and time.
After calling them thrice, the service center mentioned that they will come and pick up the product but the office boy who came to pick up the machine did not have any in-warding slip which can be used as a proof for me to seek the refund cheque.
I have also tried to call the Mumbai head Sujay Sinha multiple times on multiple days, messaged him and not to my surprise he has not called back. What utter garbage of customer services!
I have tried their call center, service center, Mumbai customer service managers, head office, everything, absolutely no one in their entire customer facing team has the human decency to even come on a call and help me out.