Jan 20, 2014 11:43 PM
9174 Views
At the outset, I thoroughly regret buying Godrej locks and would never recommend it to any of my friends and relatives. Right from the time of installation till now, it has never been proper.
I bought Godrej Rega Evalia lock for my Main door in September 2013. The first biggest trouble was to get the lock installed. I was promised that it will be installed within 24 hours of purchase, but till a lot of haggling with the customer care and then with the local service manager, it was installed. But, the worst part was the service technician Mr. Muthu, who was to install the lock. He was the most arrogant person I have ever seen. The lock was installed properly in the first place, and I had to call again and again for the next 2 days to have it installed properly. For this, I had escalated it to the Area Service Manager Mr. Sajjan to have it cleared. Finally, it was installed properly. The story does not end there.
Hardly 4 months after installation and with sparing use, the lock is broken now. When I tried to lock it yesterday evening, the lever came out along with the key through the key hole. I am known for soft handling, and the lock is totally gone.
I raised a complaint last night in the customer care as a priority request and I was promised that an engineer will visit to replace the lock first thing today. Complaint Number - 429676. However, promises are never kept at Godrej. Till afternoon, I never got any call from anyone. Later, when I called the person mentioned in the service request SMS - Hemasubha Fabricators, I was informed that the complaint was routed to the wrong agency, who operated in a different part of the city. I asked them, as a customer how will I know of this, and did you take any effort till then to contact me / assign it to the appropriate person, because it was a priority item. He gave me an arrogant response, saying it was not his duty and I should check that with the customer care, for they had assigned it incorrectly. When I called up the customer care, even before they heard, they said they will call me within the next few minutes. I am still waiting for the call back.
From my previous experience which I had during installation, as I had the Area Manager - Mr. Sajjan's number, I immediately called him and explained him my plight. He immediately patched the call with correct service agency - Mr. Gopi, who is the service manager. 1 thing, I have learnt with Godrej, they seldom care about the customer. Mr. Gopi said he has so far not got my service request, anyway will try to attend it today, however, I have to pay for it. I don't understand why I have to pay Rs. 100 as visiting charge, when the lock is just 4 months old and is perfect warranty condition. To that, he said, they will not replace the lock, but will only remove the lock and give. I have to take it to the vendor from whom I purchased, who will inturn replace it, if stock is available, post which the same godrej service engineer will install the new 1. I HAVE NEVER EVER EXPERIENCED A WORSER SERVICE THAN THIS. Since, it was emergency, I had to agree to it. I asked him " when he will send the engineer". He said the engineer Mr. Muthu( the same person who installed the lock) will be calling me today and will definitely attend it today.
Till 5 PM in the evening I never got any further calls, either from Mr. Gopi / Mr. Muthu / any one else for that matter. I again called Mr. Sajjan, who inturn patched it with Mr. Gopi. This time, Mr. Gopi said - "We are getting so many calls everyday. We have 1 service engineer, who has to attend 40 calls a day". For this I replied, as customer, it was immaterial for me on that. My lock is broken and I only want it to be fixed on priority as per your promise, I have been running behind you for getting the lock fixed." For which he said "If you want you can raise a emergency request, but it will cost Rs. 600 and I can arrange the service engineer within the next 2 hours, otherwise you have to wait." Now, I understand only 1 simple thing. I have already paid Rs. 9000 for the lock, and again I have to pay another 600 for them to fix even during the 1st 4 months of warranty period. I got really irritated with them. I had wasted half the day today just being on call with them, and I had also come in early from work hoping that the person will come and I have to take it to the vendor to get the replacement.
Till 7 PM, no calls, Now I decided that I will not make anymore calls to anyone, as I was really disappointed. I just sent an SMS to Mr. Sajjan, the Area Service Manager at 7 PM, that nobody has turned up till now.
At 9.15 P.M finally, I got a call from the service engineer Mr. Muthu. He first told me that he will come tomorrow morning @ 10 AM. Then, I told him politely that I have been waiting for you all day, and would have better if it had been earlier. He immediately changed his tone and said "I will call tomorrow and inform you when to come". I told him - just now, you said you will come @ 10 AM, and now why are you changing it. He just kept on repeating the same and with an more arrogant tone that - He will call me tomorrow and inform me.
I HAVE NEVER EXPERIENCE A WORSER SERVICE RESPONSE. I just wonder whether customer has beg for service with Godrej. I have been following it from morning till evening, but in total vain.
If any of the senior Managers of Godrej Locks division are in this, wish they help me in this. I am attaching the photo of the broken lock here. I also wish the service engineers are better mannered, when dealing with customers.
