I hope to contact a customer relation executive but as I have not found any other contact details so
I am writing this mail. I am a very satisfied user of so many Godrej product. After buying Godrej it never
required to me to call for any service.My miseries began after I purchase a dinning table of Godrej on Nov 2008.
Now I am now a frustrated user of a Godrej Brawn Dinning table with 4 chairs. The product had many
defects when it has been delivered to my house.The glass top was alright but table structure had lost the paint
coating many places. So I refused to take it and the technician who was fitting the table and chairs told us
that nothing can be done as the company is sending this they are not responsible. So they told me to book a
call so that a technician will come and do some patch work. The technician has left with those two ’L’ shaped
tools for which are for table screws. Later I realised that those were the part of the delivered table and the owner
will have it. So I called customer care for those and there was no help.
I booked a call for for lost paint coating, one technician called me for the service and we settles for
the first coming Saturday. But he never showed up. Nobody called.That was with in the
warranty period.The table has left with those scars still now.
Now we are moving to our new flat so it requires dismantling of the table and refitting. So I booked a
call on 7-DEC-2009 and asked for the service on 11-DEC-2009. First I received a call from Kolkata Saltlake
service center and they asked for the service charge Rs 1250/- for this. On 12th DEC there was another
call and asked for the address and told us that they will charge Rs 1000/- for this, On that day the technician
came and he told us that he will only dismantle it and he will not refit it as he has so many other works
to do inspite of telling him that we have our transport ready and the new flat is bare 3 min walk in distance
from here and I booked the called for both of these not for a single service. However he didn’t agreed and
asked for a charge of Rs. 550/- for dismantling. When we challenged the rate he left with Rs. 500/- giving
us a Godrej bill of Rs 168/-.
On 16-DEC-2009 I received a call from service center and I told them that I am partly served and my
I still require the refitting service. They told me that technician will come on 19-DEC-2009. But
nobody came on that day and I made a call to know that my service call has been closed and if I want
service again then I have to book another service. My table is sill left for refitting.
So here is my questions:-
- Is there any service charge list for different services? If there is then why service center is asking for
different amount for same service?
Why technician is asking for Rs 550/- when service center has told us that only dismantling charge is Rs 500/- ?
Why technician has given us a bill of Rs 168/- while he is taking Rs 500/- for the service?
Why my call is automatically closed when I am only partially served?? Why there are no supervisors
to see if the call is at all attended or the customer is satisfied or not??
I am sure this kind of service will hamper Godrej profile if not now but in near future
so many people will avoid buying Godrej inspite of its super quality. I want the company
now to help me resolve my problems. I want my tools back that was stolen (as those were taken without
my knowledge). I want to confirm the service charges and a valid bill of the amount I paid.
I want a proper explanation why me booking call no 420834 has been closed without fully serving me.
I hope Godrej will serve me well this time as they really value its customers. I am waiting
for a reply soon.
Thanks,
Satamita Mitra
5 garden Road
Sonartari Appartment
Fl No 6A
Haltu
Kolkata - 78
From shilpa
to starmita@gmail.com
date Sat, Dec 26, 2009 at 5:41 PM
subject Re: Fw: Very poor after sales service
mailed- bygodrej.com
12/26/09
Dear Customer,
We are in receipt of your below email and regret the inconvenience caused to you.
Further for your assistance, the below mentioned are our customer complaint registration numbers:
BSNL: 1800225511
RELIANCE: 186030002030
TATA INDICOM: 18002095511
We are also forwarding your complaint to our Kolkata Branch who would look in & do the needful. Our branch Service Executive, Ms. Rituparna Das will be handling this complaint & his contact No. is 9836109431.
Please bear with us till then.
Thanking you for your patronage and assuring you of our best attention always,
Yours faithfully,
Shilpa
For Godrej & Boyce Mfg. Co. Ltd.,
After this reply I got a call from Ms. Rituparna Das asking for date for refitting of my dinning table. I confirmed the date and asked for original bill of service. She told me that they don’t give bill to their customers for servicing. Every company gives bill to their customer for any service......even professionals also.........but
Godrej & Boyce don’t bother to give bills. However she has send me at least 10 copies of the previous service bills at the time of table refitting. Its insulting........its something like......... you want bill.........here it is .....how many you want 10 copy is enough for you??.
Ohhhh what a service. I have asked for my stolen tools. She told me to send the scanned copy of the job sheet and she will try to locate that person. I have written her 3 times with the job sheet attached. She didn’t bother to reply.
Now if a screw get loose ..........I have to call the service center to tight it.........with a charge of rs. 500/-. This situation is unbearable..........I can’t just dispose a dining table with 4 chairs of Rs 29000/-.
My experience is Godrej products are really very good use them .......but not furniture as they are of Godrej & Boyce Mfg. Co. Ltd. this companies’ service is not good at all. This company is different from Godrej itself and other products are service well by Godrej itself.