Jun 06, 2017 05:08 PM
20307 Views
I had engaged Asian Paints ezycolour home solutions to have my house(both interior and exterior) painted.
The painting was scheduled from 27 March 2017 to 8 April, 2017. It was handled by Mr. Anirudh from Asian Paints and Mr. Suresh and Mr. Sankar Narayan were employed as the contractors for the entire project.
I found the following problems when the project was underway:
Very little supervision from Asian Paints. I have already indicated this in my feedback to the organisation. There were days when no one from Asian Paints would turn up at the site. And even if they did, it would be before the start of the day or towards the end of day.
A visit from the technical consultant Mr. Parthiban after half the project was complete, when he pointed out several mistakes to the team regarding the work completed. But the point is, they should have been briefed before the job or supervised during the job. Telling them that they did the job wrong after three coats of paint only adds to the customer's inconvenience, in case some portions of the room/ walls have to be redone.
Change of personnel midway during the project. Mr. Anirudh who was the customer relationship executive for the project was shifted to another project, as a result of which there were times when I had to personally supervise shifting of consumer durables and proper covering of funiture with plastic sheets as no one from Asian Paints was present to ensure these things.
The project was over on 8 April, 2017 as scheduled, but the problems began after that.
In the week that followed, there were'touch-up' jobs where there were gaps or improper finish on various surfaces. This was pointed out and the contractor came with a couple of men and attended to it. But more alarmingly, paint began to peel off the walls. This was also attended to by the painters.
A couple of weeks later, more instances of the paint peeling appeared everywhere in the interiors and the technical team, comprising Mr Sedhu Madhavan and Mr. Parthiban, visited my house to examine the problem. When I asked them for the cause, they gave me answers ranging from moisture to improper drying to quality of existing structure, but none of them were satisfying.
For the second time, painters attended to the problems and I thought it would be the end of it.
However, the paint on almost all the walls is now peeling off. I am attaching images of this.
I contacted Mr. Anirudh on 20 May 2017 and he told me that the contractors would come over on 22 May 2017 to inspect it. On 22 May, one of the contractors came over, surveyed the problem and committed that he would bring his painters over on 25 May 2017 and attend to the issues.
However, no one turned up for the rest of the week. I called up Mr. Anirudh again on 26 May 2017 and informed him of the'no-show' by the contractors and their men. He responded by saying that the technical team would come over and take another look at the place on 27 May 2017. Mr. Sedhu Madhavan and Mr. Parthiban came over to have a look, and again could not offer convincing answers as to why the problem was recurring. Finally, Mr. Parthiban assured me that he would revert on 29 May 2017 and let me know when the painters would come over and attend to the problem.
A week passed and there was no one to attend to the repairs, nor did I receive any intimation from Asian Paints. I called Mr. Anirudh again on 05 June 2017, got Mr. Sedhu Madhavan's number from him and called him. He said that he would revert to me and eventually, Mr. Parthiban called and assured me that the contractor Mr. Sankar Narayan would come over with his painter(s) and start work on 06 June 2017. It's past noon today and there has been no sign of anyone so far.
I don't know where to begin my litany of problems - is it the poor quality of the product or the worksmanship that is causing the paint to continuously peel? Is this the last time or will the paint continue to peel, making the house look worse than what it was before the painting job? If this happens a fourth time, what am I to do then? How do I accommodate the painters each time when there's so much of inconvenience caused having strangers at home the whole day, with a 78 year old lady in the house? To what can I attribute the total lack of post-project service from all concerned?
Details of the project:
Name of owners: L Suresh and Nirupama Suresh
B.P No: Not provided
Job Card No.: Not provided
RA Name: Mr. Anirudh
SA Name: Mr. Sengotuvel
HP Name: Mr. Raj Sekar
Technical Team: Mr. Sedhu Madhavan & Mr. Parthiban
Contractor: Mr. Sankar Narayan/ Mr. Suresh
Asian Paints visited me relentlessly to ensure that I offer them the contract. They were prompt in coming over for the payment. But when it comes to involvement in the project when the painting was on, and their service after the job was completed and the problems began to surface, I have nothing positive to say.
In all, it has been a bitter experience. I am left with a house that looks like it has been ravaged by the rains, just a month after it has been painted and I have to take time off every day to call, to follow up or to compose long mails like this.
I will most certainly share my experience with friends and family, in person and on social media. I do not wish this horror on anyone else.
