Location/place: hyderabad
Name of company/service: hindustan unilever
Pure it advanced 23 liters: To start with, the referenced product indicates holding capacity of 23 liters, which is very misleading. The actual holding capacity of the product including upper and lower chamber is 10 liters. We bought the product in July 2012 with a warranty of one year. I have been facing leakage problem with the product since August 2012. Every time someone would come and try to rectify the problem temporarily and again in some time we face the same problem. This is an ongoing problem since August 2012. The call center is a big time problem because of the unprofessional agents. First of all it is not a toll free number (1860-180-1000). Unfortunately I get routed to the same agent (Ujjwala) most of the times if I choose Telugu option. She is not helpful and she WILL NEVER transfer the call to supervisor no matter what. I even tried explaining her that I had nothing against her; its about the product. But she is so rude and unfriendly that she said upfront that THERE IS NO WAY she can transfer the call. Her ONLY MOTTO is to make sure that the customer gets irritated and hangs up. Over and over she will ask “what is your problem” in-spite of explaining the problem many times. I am extremely frustrated and irritated with the customer care. Please find the call log.
Date Complaint # Representative Name
22/08/12 3124423283 Srinivas
27/01/13 3134730979 Ujjwala
01/04/13 3134841980 Ujjwala
01/04/13 3134843976 Padma (Supervisor)
29/04/13 Same # Ujjwala
29/04/13 Same# Ahmed
29/04/13 Same# Sania (Supervisor)escalation department
After prolonged discussions, supervisor PROMISES(Sania) to rectify the problem permanently which never happens. A local (pure it)executive said on April 1st that there is problem with the second chamber and it needs to be replaced. He then said that the referenced thing is out of stock and will do something temporarily and will replace once they get it. I informed Sania(escalation) that it needs to be replaced. She contacted their concerned team, who has changed their version that nothing needs to be changed on 02/05/13 and did something as usual and temporarily rectified it. Today (15/05/13), again I am facing the same issue. Warranty is about to expire now. I am extremely frustrated and disappointed. I am not getting any permanent solution. The entire April month I had to buy water which costed me 4000/-. Every call to call center costs me around 30/- and it takes minimum 5 calls to get to a supervisor on a day. The local executive asks us not to call customer care and call him directly. He sends the satisfactory code himself on our behalf, which we got to know later. Today when I called up and asked if he can come as soon as possible, he said he can not. He said he will SEE if it is possible to come by the evening. The product is disappointing and the service is appalling.
Please help me on this. I am really disappointed with the product and the services.
16/07/13 – Again I am facing the leakage problem. I called up the customer care only to hear that supervisors are busy and I shall get call by end of the day. On 17/07/13, I myself had to call as I never got a call back and I was transferred to Sania( whom I spoke to last time who false promised me that problem would be rectified for good). I spoke to her at 10.17am. Again the same script was repeated that she would apologize for the inconvenience caused and she will contact concerned department and get back to me and the conversation goes this way:
ME: Last time you promised me that the problem will be rectified with a permanent solution;so what should I do now and what if again I face the same?
SHE: Please call and complain if there is problem next time.
ME: That gives me no solution and what happened to your last promise?
SHE: I can only promise but cant do anything if the problem repeats as I am not the technician and I dont know what they do
ME: What should I do if the problem repeats and I am not satisfied with your response.
SHE: Please complaint to my higher ups or go to consumer court as you have earlier mentioned.
ME: Please transfer the call to your higher ups.
SHE: I can not transfer as I am the only one who handles escalations here.
ME: How do I get in touch with your higher ups?
SHE: Hang up, call back again and say please transfer the call to teamleader other than Sania.
ME: But I want to talk to your higer-ups.
SHE: Only I handle escalations and no body is there right now. Please call after 12pm.
I am really dis satisfied with the product and service. Please help me with how to go about all this.
Appreciate your time.
Thanks and Regards,
Shilpa
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