I had purchased a Godrej Eon refrigerator in Oct 2015. Warranty expires next month. The fridge stopped cooling and we registered a complaint with their toll free helpline this morning between 11.11am. We immediately received a call from the service centre at 11.28am asking if its OK if the engineer attends to us in an hour. We agreed and waited. The engineer did not arrive as promised and the service centre did not inform us of the delay.
At about 5:30pm we called the service centre number which is perpetually off the hook, toll free number, and another number which Pxxxxxxg a customer complaint executive on the toll free number gave us but to no avail. What was surprising is that Pxxxxg did not even seem to know the operational hours of the service centre when I asked him if it makes sense calling them since it was already 5.45pm. He actually said he’s not sure. We kept trying and finally when someone did answer they said that the engineer will come on Monday (today is a Saturday, so day after tom).
Now we stayed home the whole day because the service centre lady said someone would attend to us in an hour. Yet when there was a delay nobody bothered to inform us. So we could carry on with our day without having to wait. Also the food in the refridgerator goes bad. So we could do something about that. At the end of the day when we try for an hour to get in touch with them they inform us with a very ‘ there’s nothing we can do about it’ attitude that we would be attended to not the next day but the day after that. Just pathetic. About two months ago also when this same issue happened with the fridge, we had to face the exact same thing with the service centre. So it’s basically a habit. Firstly your product can’t make it a year without defaulting and secondly Godrej is certainly short staffed because this is the second time in two months that an engineer was promised and did not arrive at the time promised. The least they can do is communicate if any delays are caused, and not make the customer call a hundred times for service of a product that is in warranty.
Malad W, Mumbai 400064, Maharashtra
18.104.22.168 / 24/09/2016 / 6:49 pm