Jun 08, 2023 05:20 PM
1190 Views
(Updated Jun 09, 2023 05:27 PM)
We bought a Usha Verve Geyser in 2013 and experienced a good performance till 2018. From then to 2023, we were away in our Mumbai home. Once we came back to Bangalore, our local electrician said that the geyser might need a coil replacement. And rather than buying a local and unknown coil, we thought it best to present the case to Usha Customer Care.
From then began a nightmarish ordeal.
I called the Customer Care team on May 01 at 7:50 PM. The girl at the CC took my details but was in a hurry to close the call as it was 8:00 PM. They work from 8 to 8.
The next morning, I called again and was assigned a complaint number, CC2306020033. The SMS said that one Chaitanya Prabhu would contact me within 48 hours with information about a service technician. That was on Friday.
There was no news of this technician, and he was not responding to my several calls till Monday. I called on a different number(my wife’s), and he replied on Tuesday, May 5, promising that there was no one operating in my area and that someone would call the first thing in the morning on Wednesday. On Wednesday, when I called at 10:00 AM, his phone was switched off.
Reaching the CC was useless as the staff did not know anything other than validating my information. One said the matter would be resolved in four working days. Another said that the server was down. I called yet another time wanting to escalate my case. I was kept on hold for several minutes and the call was disconnected by the CC. This went on several times.
I decided to call Home Triangle and get a technician who not only did an excellent job on my Usha geyser but also attended to our Crompton & Greaves geyser in another bathroom. He did an excellent service by giving a 2-year warranty on both coils. Above all, he was courteous and knowledgeable.
Usha products may be good and remain time tested, but their customer service and staff are extremely lethargic, inefficient, slow to respond, and some of them even rude.
As for Chaitanya, no one knows who he is and how he is associated with Usha products. But stay away from him/ his company, for I suspect that Usha might have outsourced its technical support. And the service is getting hit, and badly.
Addendum on 09/06/2023
I got an SMS for a "Customer Service Review" without the service technician even visiting our house. Can you believe that? Then, the more shocking is, in the same message, Usha CC writes that as "this is an obsolete product, no service is possible!"
Talk of Customer Satisfaction! Wah re wah!
