Dec 17, 2012 03:06 AM
20612 Views
(Updated Dec 17, 2012 11:34 AM)
After lot of confusion with regards to the delivery address I was scheduled to have a Demo / Installation on 3rd Dec 12, but the technician was about to go to the wrong address. When I requested him to my requested address he declined and asked me to update my delivery address to the BOSCH customer care.
When I contacted the customer care they did update my address (ref no.470152954) and informed me that demo/installation will be scheduled for 8th Dec 12. But, after waiting the whole day at my residence when I contacted the customer care they reverted that it is not scheduled, after talking to the Branch executive he finally arranged the technician around 8:30pm on 8th Dec and since I am not available on monday he scheduled a Demo on 15th Dec 12. The technician came and plugged the refrigerator but did not give a demo as he was not aware of the system (his own words).
On 15th Dec I made a point to call first thing in the morning for confirmation. To my surprise again I get a reply that there is no Demo scheduled for 15th Dec since all my past references have been cancelled by the customer. Since the technician who had come to install (on 8th dec) had mentioned that the customer will call to fix a date for Demo. I could not further emphasis as I did not have any Ref No. for the same.
Further to my dismay I was made to speak to the Branch (for demo/installation) person who without listening to me completely just gave me a new Ref No. and informed me that the demo will be done on the following Monday or Tuesday and hanged the call. I was really disappointed by the approach and called back since I was in need.
This time I spoke to the customer care Mr.Rushab Desai (i am not sure of the surname) he was really helpful. I requested him to just listen to my situation and then jump to the concerned conclusion. He understood my plight and tried to contact the branch for the service. The branch informed him that in 1hour 30min (i.e.by 1:30pm) I would be attended to. After 2hrs Mr.Rushab contacted me for cross checking whether I was served, I informed him that no technician has called me or reached my place. At this point he asked me to wait and he took in charge. He managed to arrange the technician at the earliest. And in the next 1hr (i.e.3:30pm) I had the same guy who had come for Installation. I asked him how come he is coming since the last time he had told that he is not aware of the system, for which he replied that he has been briefed about the demo process. I believed him.
Finally a 15min job was done and I took a sigh of relief. 3week wait was finally over.
Now,
As a customer when I contact the customer care I was made to speak to 3 different personnel for a small information about my demo:
Customer care executive
Demo / Installation section Executive
Branch Executive (in charge of sending technicians)
Most of the time I had to wait at least 12 to 14 min to even reach the branch executive coz its a conference call arranged by the customer care. To top it all Zero listening attitude.
I understand, the confusion all started with the Croma store for delivery, but at least they delivered on the day they promised. Croma never had a Zero listening attitude. They got it delivered and they did apologize for a late delivery.
I am so disappointed with the after sales service of BOSCH that I am in two thoughts to even go ahead with any further products of the same. Now since I have already purchased the product I am worried whether if any issue arises with regards to the service, what treatment I can expect.
Truly, disappointed with the brand.
