Hi ,
I am writing up here for the request (16041815524) to install AC in my house, which was supposed to be completed by today EOD but technician didn’t even showed up. I am working professional and taken a leave for a day to make the installation complete which got wasted because of your highly unprofessional team. Below are the sequence of event that happened since I made the request for installation.
18/04 5:00 P.M
I made request for Voltas Air Conditioner installation on 18/04 around 5:00 P.M, and scheduled installation next day 19/04 at 11:00 A.M. The customer representative assured me this request will be resolved within 24 Hr and AC will be installed by 19/04 05:00 P.M.
19/04 11:00 A.M
The service technician didn’t called me in the morning, after contacting the customer care (1800-425-4555), I got service center number (9731466664). 2 times the number was busy, 2 times I gave full ring and no one responded, 2 times I got call waiting.
19/04 11:30 A.M
Checked with Voltas Customer Care (1800-425-4555) again, representative forwarded the request to service center. Added more information that I need installation to be completed by 1:30 P.M.
19/04 12:00 P.M
Service technician didn’t called me, checked with customer care again, they assured installation will be done by today EOD, and that they have again forwarded the request to service center with this information.
19/04 3:30 P.M
Checked with Voltas Customer care, the representative was helpless, not willing to transfer the call to senior executive. After struggling with him for half another 10-15 min he transferred the call to senior executive.
She checked with service center and told me installation will be done tomorrow and it can’t happen today.
Since she was helpless, asked her to transfer the call to senior/manger.
19/04 4:00 P.M
I was connected to area manager Sadiq Tasha (9066648786), after knowing I can’t take leave another day (tomorrow) for installation he asked me to wait for another 30 min. He said he will be checking internally and will get back to me in next 30 min, noted down my contact.
19/04 4:30 P.M
Service technician didn’t called me, Sadiq didn’t called me. I tried calling area manager Sadiq (9066648786), he didn’t responded even after 2 full ring.
19/04 5:00 P.M
Called Customer care and asked to connect to area manager, but he didn’t did. Instead he connected me to service center executive. Service center executive checked for available technician and said this installation will be done tomorrow because if unavailability of technician. After struggling with him to make it happen today, he asked me to wait for another 1 Hr after which technician will call me and let me know by when he will be able to do the installation. I asked him to transfer the call to senior executive. He transferred the call to Gurtej Sharma Senior Executive Chandigarh.
19/04 5:15 P.M
Gurtej Sharma – Senior Executive – Chandigarh ,
I explained him the issue, requested him to make the installation happen by today EOD. I called it out the my area manager Sadiq is not responding, you can connect me to Sadiq manager.
He Tried calling Sadiq tasha area manager, but sadiq didn’t responded again. He called Sadiq manager, Shravan who is the branch manager who too didn’t responded.
He then sent and sms to Sadiq tasha/Shravan with following details “Navaneet Kumar want installation today“, message was delivered successfully at (5:34 P.M) , he didn’t get the response till 6:25 P.M.
He contacted service center number 9731466664 which was switched off.
He tried calling the area manager, branch manager, service center but no response from any side from last 40-45 min, he finally gave me this email alias and asked to write up an email.
He didn’t shared branch service manager contact (email/phone).
He was not able to summarize the issue and write up in an email to me.
He can’t transfer the call to his manager, nor he can share his manager name and contact.
He didn’t have contact detail of higher authority, not aware of who is monitoring above email alias ([email protected])
He is not even aware of any SLA for the response to this email.
From the Audit Detail he can only call out below info :
1. Technician will be visiting tomorrow.
2. Asked to call service team for more audit details.
3. Technician is still not assigned for this request.
19/04 07:10 P.M
Technician didn’t called till now, Writing up an email higher authority assuming it will be monitored by some one.
Important Contact involved in overall discussion.
Gurtej Sharma – Senior Executive – Chandigarh ,
Sadiq Tasha – Area Manager – 9066648786
Shravan Kumar – Branch Manager.
Thanks
Navaneet
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