Would like to share the ‘after-sales-service’ experiences that I have had with brand Godrej..
This has reference to complaint numbers B2305654004 & B2305656804. Had registered the above complaints on 23rd & 24th May for the same problem with my Godrej Split A/C purchased in November 2013 from Kings Electronics, Nerul.
The first time around it was about the first of 3 free servicing that, I, as a legitimate consumer was entitled to avail of as per their own promises. Well it took me multiple follow-up calls to have one of their service engineers to pay me a visit and service the appliance. This despite auto response SMS’es with complaint numbers and engineer names being communicated with gusto each time I called. They promise a lot but fail woefully on the delivery front.
The second time I called was a month or so later to fix an issue of water seepage from the blower so much so that we had to place a vessel below the leaking unit and keep emptying it from time to time.
I am sorry to say that their ’smart’ care call center is all but ’smart’. It comprises of a bunch of robots trained to repeat the same monotonous script irrespective of the severity of the issue. I mean there is no human element to the whole experience..no empathy whatsoever.Anyway that was the best part of the whole smart care experience actually.. Now let me recount the terrible part.
Apart from the auto SMS responses acknowledging the complaint and the reference numbers and names of service engineers, there was no action happening on ground towards actual redressal. Multiple reminder calls- each laced with increasing levels of frustration and anger from our end - met with the same stoic and robotic responses. I must admit their customer care training team must be doing a damn good job of indoctrinating the smart care (so-called) executives with appropriate doses of profound dumbness for them to display these levels of indifference to the customer.
Honestly speaking, they frustrated my wife and me to such an extent that we pitied ourselves for that moment of truth when we reposed faith in the “after sales service” intent and capabilities of brand Godrej. Finally we called a local A/C Engineer and got the issue resolved since it was embarrassing to have tumblers and mugs and buckets lined up beneath an up-market product like an air-conditioner. Add to it the fact that it’s summer and being vacation time, we are having to host guests at home.
This mail is just to thank them for all the agony and embarrassment that we were subjected to. It has, in turn, enlightened brand neutral consumers like us not to consider touching anything ‘high-value’ branded as “Godrej” even with a barge pole (soaps and shaving creams are fine).
Note : We received an acknowledgement email and subsequent call immediately after we sent the above mail to their higher-ups. However, by then, there was nothing they could do other than leave us licking our deep psychological wounds.