I bought a luminous digital invertor and battery (800 VA) exactly 10 days back. The dealer highlyb recommended luminous stating they had the best possible service within the segment and going by his recommendations I bought an invertor and battery for 12000 Rupees.
My experience now tells me that the dealer probably gets the best margin from luminous and that the reason why they are pushing the inferior products.The invertor stopped working 2 days back.Which essentially means it worked for exactly 8 days. I called that so called 24 hours customer service no in the night around 11 PM and it was coming busy.
The no remained busy till 9:30 in morning which makes me believe that either they do not have anyone attending calls in the night or whoever works for them makes better use of his time sleeping.Anyways I was able to lodge a complaint in the morning and was told an engineer would visit my home within 24-48 hours. The engineer never came the first day.
The dealer had promised that if a call was made before 12 pm engg would come same day and otherwise the next day.I decided to meet the dealer who had so highly recommended the product and the fellow now showed his true colors. He said I need to contact the company directly for any issues. I got the picture here. The company was only interested in sellling its products and not in any after sales. Anyways the dealer upon being scolded agreed to call the cust service and arrange for a quick service. I followed throughout the day and none turned up.
Getting fed up I decided to call customer service again around 7 pm as I had no hope of any engineer coming after this time.When I tried the number, someone picked the phone and hung up on the first 3 attempts. When the 4th time someone picked the phone, I asked his name and he promptly hung up. This happened for 3 more times butI persisted in my efforts.
Finally an agent picked up the phone and I abused him in a big way. He gave me the usual crap of being polite and I told him that if a company can treat its customers like this, the customer has every right to give it back.I finally asked him about the status of the complaint and was told that the engineers are assigned from the head office and they could do nothing about the issue. I was advised to contact the headoffice but was also told that I would be able to do so only the next day because head office is only open till 6 pm.Pathetic is a word which is apt for the kind of service I have received. In fact calling a product which stops working in 8 days pathetic is an understatement. The poor customer service is the cherry on the cake. Take my advise, do not buy LUMINOUS if you way peace of mind. The product is crap and so is the after sales service. Meanwhile I wait for the engineer to visit my house and repair the junk.