Problem Statement and communication failure: I bought 4-seater dining set from Royal Oaks, Bannerghatta road, on 30th April 2017. It was delivered and installed on time, as promised. It was deliver on 3rd May, 2017 and installed on 5th May, 2017. Me and my family members saw the defects and I personally drove and inform to sales executive ‘Venil’ and Store MAnasultanger ‘Suresh’ on Bannerghatta road. They explained me the process and I followed the process and registered the complain with customer care team member Marry. She is quite well aware of the situation. However, Behavior of the sales person was so bad that they did not feel to talk to customer appropriately and politely and left me to feel embarrassed in your store, like a ghost in the town.
Product Defect: Your technical service person ‘Sharma’ came and acknowledge the defects and took the photo as well. This has manufacturing defect and one of the leg and one side frame is defective and do not fit well. He insisted to fix this but we politely refused to do so.
Conflict of Interest: I totally understand that your team wants to push to fix it and deliver to customer else this is a loss or cost for you. In your interest, you will do that, I do understand this quite well.
Customer Interest: Since this issue is a significant one from my perspective(However, this could be minor from your perspective because of vested interest).
Customer Empathy: My point of view is that since I bought brand new product and paid very high amount Rs 35, 400. It’s impossible for me to accept this product, this is like buying a refurbished product. I was also told that this will be exchanged within 7 days by sales executive before making the deal. Now he is saying that, 7 days is already over from the date of purchased but I responded within 24 hours from the time of installation, after installation only I can see the product and respond, right? I am not happy either with product now nor with services. I was unhappy in the store and did some window shopping for the alternate 4/6 seaters product, that force your executive to conclude that I want to buy 6 seaters instead of 4. But frankly speaking, I do not want to buy anything from you now and want to initiate the refund.
Next Steps: You will try to convince me to keep the same product by providing the workaround but I am determined like rock solid that I will not accept your imposed and biased decision. I will give you two more days as requested by Marry and wait for your team to collect the product from my house. Since this is a case of conflict of interest, one of the party will not be happy with whatever the outcome comes out. However, I am 100% sure that I will not buy the product that will give me sadness to have dinner every night. I am not using your product currently; it is as it is. I will follow up with customer care team on daily basis through email and/or call and will stop by your head office, BAnasultanswadi and will meet Mr. Madan as well to get his attention, if required. I am sure that I will get his time. I will follow him on Facebook and Tweeter.
Extreme Case: If I do not get the desired outcome then I will flood with tweets on tweeter @royaloakin and your Facebook page and other social media. If I need to go to consumer court to get the appropriate judgement, I will not shy to do so. I am very active citizen of this country and I know my rights and has ability, endurance and toughness to protect my rights.
I hope I have explained the whole situation in details, if you need further information, you may contact on 99373 23032 or tweets @manishdwh.
Photo: this is already taken by your service technician Sharma in his mobile, you may get from him.