Unit No. 701 & 702, 7th Floor, Kaledonia, Sahar Road, Andheri East, Mumbai, India - 400069
Grievance Details (Due to Delay in Service)
Correspondence with Customer Care
a. Since request was not attended even by 23rd April, I made call to customer care (1800-570-0947) around 4:05PM and got assurance from them that I will get a call from their Service Partner and request will be attended within24hrs.
b. However even on 24th April there was no update or call from anyone and hence I again called customer care around 12:55PM. This time again executive gave assurance that the request will be attended within24hrs. But I wasn’t satisfied with the response and I spoke to Floor Supervisor in that call and she too gave me assurance that she will personally look into this matter by escalating to backend team and get the service completed within 24hrs.
c. Again on 25th April there was no update; neither from Croma ZipCare Team nor from their Service Partner, I again followed up with Customer Care by calling them again at around 12:05PM. Executive had no clue why the request is not taken care till now, neither she was able to confirm whether the request is assigned to anyone or not. And again she made the same promise saying she will get this resolved 24hrs by escalating to backend team.
d. On 25th April at around 12:20PM, I got call from ZipCare backend team to further understand the issue and she also promised me not to worry and the issue will be addressed within 24hrs.
e. On 26th April at around 5:25PM, I got call from ZipCare backend team to check if my issue was resolved. The executive had no clue whether the request was assigned to any partner and whether my issue is resolved on not. But he too promised that he will further escalate and assured that my service request will be completed
Correspondence with Social Media / Email (Croma_Customer_Care_EmailCorrespondance.pdf, Croma_Customer_Care_AdditionalEmailCorrespondance.pdf and Croma_X_Handle_Correspondance.pdf)
a. As I was not getting any satisfactory response from the customer care team, I tweeted my grievance on Croma Retail’s X handle i.e. @cromaretail on 25th April at around 3:35PM and got standard response from them that the matter has been escalated
b. We further exchanged tweets till 26th April 8:30PM and the only thing I got from them is false promises
c. There was also exchange of email on 25th and 26th April about this issue and there also I got only assurance and promises but no resolution in place.
Despite my making multiple attempts via customer care and social media team, team completely failed to get my AC serviced.
Since me and my family was unable to bear the heat and no hope of ZipCare providing me service, I had to get my AC Serviced privately via Urban Company which happened within hours of my making a request. UC team further found that my AC needed a Gas Refill otherwise there will not be sufficient cooling, hence I had to bear the cost of refill as well which otherwise would have been covered under my AMC with ZipCare.
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