A copy of email to Videocon Television:

Sub: Complaint No VA07B13094

Dear Sir/Madam,

This is to inform you that I had purchased a TV from Videocon almost 10years ago. I had purchased a remote from outside recently as the early one was giving problems. Unfortunately it is not working on the TV at home, but was working at all the other showrooms wherever I got it checked. I understood that there could be a problem with my TV. I called up the customer care centre and lodged a complaint on the 13th of February 2007. I received a complaint # being VA07B13094. I was told by the executive that a person would come the very next day within 12pm. My husband gave a call back again as the person did not turn up. (I would like to mention here that my husband and myself took a leave as we thought the person should not be missed out). We called the customer care again and this time they told us that the rep would be home by 8pm. We waited again but in vain. We did not receive any calls from their end.

I happened to call up the service centre (080-22219440) and a lady by name Ms. Chetana picks up the call. (she is so casual that she is also speaking to a colleague at the same time.) I was very upset for the fact that neither did my problem get solved nor is the lady interested to solve my problem. She says to me that she would send a person by afternoon. My question is then why are you having a call center if she has to send the person only when I called up? Why are you having complaints numbers registered? Just for the heck of it!!! Four days passed and my TV is not repaired and I had to call back to plead if you could repair it? Is this what you call CUSTOMER SATISFACTION?

I told the lady on phone that I would complain to your higher ups for this kind of callous attitude. Interestingly I was told by her to go ahead and complain. Later on I was connected to Mr.Govind Raj who seemed interested to solve my problem. He said he would send Mr. Mahalingam to home. He arrived by 1PM and tells me that the remote is bad. I told him that the remote has been checked and works well. He then opened up the TV and found that the censor is not working and he has not brought that part along with him. I would like to ask you here again that when the customer explains to the rep that the remote is not working and also when the rep tells me that there could be a problem with the censor in the TV why is not that Mr. Mahalingam did not come with the part. It is absolute callous behaviour from you end. He again fools me saying that he would be back by 6pm which as usual does not happen.

Today I called up the service centre again and the lady says that she would send him again and Mr. Govind Raj is in a meeting. What kind of a meeting do you have when a customer is troubled and humiliated so much? I have 60 % of my home appliances from Videocon. I was looking for a fridge and a TV for my parents and was planning to buy from Videocon whom I TRUSTED IMMENSELY. But now I would think 100 times before I make a mistake again. To be very frank with you I now also regret buying my appliances from the Videocon. (You should remember here that when the customer is not happy with the services provided, that’s when he/she tends to look out for other options.)

Last but not the least I would to tell you that you should teach your customer services reps not to misbehave on the phone as they should be aware that the customer that they speak to are associated to VIDEOCON from a very long time. In fact as the lady’s suggestion I am sending the mail to you. (I would request you not to take any drastic action against her as I do not have any grudges personally.)

Hope you would consider my facts explained above and I assume that you would do the needful.


Regards
Sangeetha Bishnoi