Complaint Details

Status	:	Un-Resolved
Complaint No	:	0014005/2013
Category	:	Consumer Goods
Date	:	13-12-2013
Subject Line	:	Godrej Interio Mattress: Manufacturing defect, problem being ignored
Complainant	:	Rajeev Shroff
Address	:	A1-103 TVV APT, Rd-6, B'HILLS
Complainee	:	Godrej Interio
Address	:

Complaint Details
Hello,

The problem is with out Box spring mattress purchased through Godrej Interio. This was purchased 3 year ago, and is under 5 year warrant.
The mattress has collapsed from all the sides, and now we can feel the springs coming out

I have reported this problem on Oct 31st, 2013, customer complaint number Y3110565898

I have called the Godrej call center several times, after a lot of persuading and pushing couple of visits have been made to my residence.
They agreed this is a manufacturing defect and the matters will be replaced. After that, repeated call have resulted in no action, they do not event respond to my messages an more.

Details of the incident:
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Logged a complaint with Godrej customer care (Complaint no- Y3110565898) on oct 31st 2013. For a box spring mattress under warranty bought at Lifestyle home store.

- Got a call from an Engineer, he asked for directions, and he finally said, I am too far, I will come tomorrow. Before he came I got an SMS from Godrej stating "Your service call is completed. thank you for your payment of Rs NIL...". How did that happen? Call completed without any service? Someone is trying to beat customer metrics I guess.

- I called again the next day, and finally a guy came, it took me 5 calls, and 30 minutes to guide him to our house. Never come across anyone 'slower'. He came looked at the mattress, and called back his office to explain the problem. He clearly had no clue about mattresses.

- he goes away, saying "An engineer will come to inspect". Well so who are you? Why did you come?

- After that nothing happens, I called Godrej customer service again. They gave me another number to call, someone called Anthony. Called Anthony, he said he will inform the mattress division, and they will call me. I waited...

- Then I got a call from Godrej next day, and the lady asked "Has someone come to inspect your mattress?" I said yes, but nothing happened, she replied "Ok I will send my Manager". But nothing happened after that.

- 14th Nov, I got a call again from them "Has someone come?". Looks like there is no call tracking and recording system, so customer has to track on behalf of Godrej...

Facebook conversation with Godrej Intro:

Conversation started November 21
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11/21, 11:31pm
Rajeev
Hello,
I had escalated the Mattress issue on 15th Nov, 2-3 people came on 16th, inspected it, since then no progress. Its been 22 days since this issue was brought up. Seriously, how long does it take? Why is there no communication from your side?
November 22
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11/22, 10:03am
Godrej Interio
Hi Rajeev,
We totally understand your concern, we will get in touch with the team and update you. We apologies for the same.
Regards,

Conversation started November 21
<624131_708898459_1572472880_q.jpg>
11/21, 11:31pm
Rajeev
Hello,
I had escalated the Mattress issue on 15th Nov, 2-3 people came on 16th, inspected it, since then no progress. Its been 22 days since this issue was brought up. Seriously, how long does it take? Why is there no communication from your side?

November 22
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11/22, 10:03am
Godrej Interio
Hi Rajeev,
We totally understand your concern, we will get in touch with the team and update you. We apologies for the same.
Regards,
Tema Godrej Interio

Godrej Interio
11/22, 10:41am
Godrej Interio

Hi Rajeev,
We got in touch with the team and as per your discussion with Mr. Purna the replacement will be delivered to you in 10 days. We understand that you had to go through a lot of hardship and we are really sorry for the same. We request you to be patient with us, we assure you that you will not be disappointed this time.
Regards,
Team Gdorej Interio

November 22
Rajeev
11/22, 2:29pm
Rajeev
I will wait till Dec 2nd and re-escalate.
Monday
Rajeev

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