The Chief Executive Officer
Godrej & Boyce Mfg. Co. Ltd.
Vikhroli, Mumbai – 400 079
Dear Sirs Kind attention: Customer Service Department
Customer Service – Grievance/Complaint
I am disappointed and distressed over the thoroughly callous attitude and unprofessional approach of the Appliance Division of you esteemed Company. The facts of the case are briefly, as under:
I had ordered a refrigerator (260 litres) under exchange offer with you Company and your Appliance Division had delivered the unit on June 30, 2006 vide Customer Code No. 30089B and CST No. 27840299022C. It was observed that the Unit was defective and whereas Compressor was making noise, the lower half was not freezing at all. As you will appreciate, the defect is major and is indicative of the absence of quality control. It is amazing how a unit with such a major defect was delivered. Immediately on noticing the defect, I complained to the Company at Tel. No. 25302233 (Extn.1) on June 30,2006 for rectification of the defect. I have since then been in constant contact with your concerned department/officials and have put in about 50 telephone calls or so over the last 12 days. Although each time I was assured that necessary action would be taken, no corrective action has been taken till writing of this letter. This kind of callousness and total disregard of the customer’s grievance is unbecoming of the high reputation of the Company of your stature and standing. This experience is unbelievable and, to say the least, disgusting. This has caused me mental stress and inconvenience as I could not store the food etc. for such a long time.
I do hope that you will personally look into this complaint and take prompt corrective action at the earliest. In case no prompt action is taken, I will have no option but to take recourse to legal action and/or such other action as may be deemed fit.
I am endorsing a copy of this letter to Shri Adi Godrej.
I look forward to hearing from you,