I have chosen Pureit Marvella UV as its a product of Hindustan Unilever, it would have good quality and excellent after sales service and purchased it in Visakhapatnam.However, the product within a few months of purchase was leaking first from the tap and this was repaired after a 3 day rigorous follow up.
This week again, the body started leaking from the bottom and the complaint was lodged 3 days ago. The technician called up before the end of second day and informed he is on the way. Subsequently he informed he would come the following day first thing in the morning.
As he did not turn up, we again called him and he said he gave a call and as there was no response to his call he did not attend. On asking why was a call required when the address is already clearly mentioned by their call center, he did not have any answer and started some vague argument.Subsequently, I called up the call center and informed them about the unresolved status and asked them is this the kind of service for which they claim excellence.
This was again followed by a call from the local service center and they mentioned they would look into this without giving a fixed time. Once again they informed the technician would give a call and visit. On asking what if I could not pick up the call due to any reason and since all the address details are already with the Pureit, why cant their technician just come directly, he did not have any answer and promised that someone would be sent within the same day.I hoped they would stand by their word.
My previous experience for ten years with another brand was exceptional as far as the service was concerned. My experience with Pureit in the last seven months of usage, as far as the after sales service is concerned is pathetic. I really hope you guys improve your customer service and take this review in the right spirit and drill down the importance of quality service right from your corporate office to your local service centers and down to your technicians.