1) Big companies like CROMA retail, India having no hold on outsourcing customer service providers, so better to not purchase products of CROMA retail, India as they give or charge for warranty / extended warranty but can’t able to manage after sales service by believing outsourcers as a good service providers .
2) The BIG ZERO is the customers value for Jeeves Consumer Service Pvt Ltd, Bangalore (India)
3) The average time service centre takes in India for servicing electronics goods. Really a question mark problem?
Abstract of complaint :
I have bought a CROMA Laptop from Pasific mall in New Delhi before nearly 1 year ago in month of March 2009 probably having 1 year warranty with laptop & I charged for 2 years of extended warranty. After 1 year laptop has faced a problem of running screen (Screen problem) & battery backup problem. After that I had decided to give my CROMA laptop for servicing in Bangalore as I was working near to Bangalore city. I firstly went to CROMA electronic store ay Brigade road but they told you have to call to Croma customer complaint care as one year warranty over . As per that I called & got Complaint no : 398516 at the same time the caller guy told me the address of Jeeves Service centre at Hulimavu Village, Bannerghatta Road, Bangalore 560 076 . I went at respective address gave my laptop for servicing & lappy bag also, told the laptop problems which I was facing. The guy attended me told we will see your laptop problem & will come back to you after 2-3 days on 22nd June 2010 in afternoon round 2-3 pm & gave me slip of confirmation that they have taken my laptop for servicing & taken some necessary documents they needed for processing my complaint. After that until today 12th August 2010 nearly after 52 days also still I have not got my laptop .I & my friend have called nearly 15 – 20 times to the respective no still they are telling “your laptop is in process & having screen problem” . Even my friend Amey went 2 times to that place the same answer they had told to him also, Firstly I thought might be some parts they will not be getting this reason I heard from them also in first 2 weeks after the call made by myself 4-5 times in first two weeks not even call from them. The companies like Dell, Hp .Acer are atleast better which are very much able to give any kind of solution even might be serious like screen problem, battery problem etc. in atmost 10 days ( as I experienced from many friends case faced the same problem as like me but got happy as they got proper solution in right duration of time .) Even this might be curious problem for lots of people like me that in city like Bangalore which is known for electronic city, best computer servicing city, software city while the other companies are anyway ready to give solution at any cost & within bound duration of time .The CROMA & its outsourcer service provider Jeeves service centre fails to give as they are facing a very very big problem of getting screen for laptop???????? In my case. From this you can understand what will be the intensity, eagerness of providing solutions to problems & what kind of coordination in people inside the Jeeves . Even some times I tried to to explore my truly needs like when I will get my laptop, I have to do my ppt work, I want it fast after my honest requests they had also got boared & started cutting my calls really experienced 3-4 times. Finally I came to conclusion that no use in struggling at lower level and seen website of Jeeves http://www.jeeves.co.in/ (Please must visit once in lifetime) you will also get amazed what the commitment companies like Jeeves made & what they practically at ground level are. This company presents it as “Service support for all customer durables” & showing its strengths as very good network over India in 107 cities (How its grown?), 250 qualified technicians (Really doubtful !), Professional management ( management or vegetable market ? at least vegetable market people do it best though they are unqualified ) etc. etc. (Must visit this website reminder for all my customer friends.) I have spend nearly my 52 days in waiting for laptop to get & answering the question form everyone “Where is your laptop?” Oh God, If I would have purchased laptop of Hp, Dell atleast I was sure about my laptop that I will get it in 10-15 days. For such companies I would like to say “ Stop playing games with customers”
So My heartly request to all smart customers “Please restrict yourself or not allow your friends or don’t use services of such out of class companies which have aimed to make your interest lower in products & trying to becoming multinational in short period but not ready to make efforts & finally which will make our India’s reputation lower if they will go to international market because of having mission of only profit, no customer relationship at all ”. Shame on these companies from my side I am expecting assurance from your side, Are you?

Complainer : Gajanan Pratap Kulkarni.
Electronic good given for servicing: CROMA Laptop (Model: XL2961)
Complaint No: 398516
Affected By Service Providing Company:
Jeeves Service centre.
# 77/1, Plot No.10, Eshwari Industrial Estate, Hulimavu Village, Bannerghatta Road, Bangalore 560 076
Date of complaint : 22 /06/2010
Date until service not provided / complaint not proceeded : 12/08/2010
Duration for service not provided : 52 days (Nearly 1/7 th of year)
The things I lost in terms of tangible & intangible terms
Tangible loss: Time, business (money), important data loss still in laptop
Time I lost in waiting from Cromas Service centre ( Jeeves, Bangalore) 52 Days ( Still not got my Croma laptop back given for servicing)
52* 24 = 1248 Hrs
Average time take by Hp, Dell, Acer Service centers (From past experience of my friends who have these companies laptops & faced problem Nearly 7-10 days
168 – 240 Hrs

Intangible loss:
• Entertainment,
• Lost my laptop handling skills to most extent as not using my handly laptop
• Answering seniors every time for not done work at right time
• Frustration, ego damage (Many times they had cut my call as requested for soon service)
• Fear of calling every time, as every time same answer.
• And many such intangible things if you have experience such a worst service in life,

Balance Sheet of Tangible & intangible losses I actually faced
*** If we consider as a rare case for servicing even 15 days (52-15 = 37 days) ****
The business I lost by not using my laptop (1500 Rs /day) +( 37 * 1500 = 55, 500/-)
The calls me & my friend made to ask for, laptop is ready or not (Nearly 15 times, average 5 mins per call because most of the times the call made on hold)
+ ( 15* 5 = 75 /-)
Petrol cost ( 2 lit ) + ( 100/-)
Internet I was not able to use at my home ( Average 5 Hrs /day Costing 20 Rs/Hr )
+ (37*5 *20 = 3700 /- )
Cost of internet using at home - (1200/-)
The most precious thing I lost is my & my friends (Ameys) “ TIME” which can’t be measure in money. Its price is INFINITE /-
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Total Infinite time + 58, 175/- + Intangible losses
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Its more than the cost at what I purchased CROMA laptop. Its my loss!!! Can you hear???? Loudly


Thanking you

Regards

GAJANAN P.KULKARNI
IISC, Bangalore
PhD CPDM
mobile: 09945670432