Livpure Water Purifier finally repaired after escalation of complaint for several days !

Patience and persistence do work in pursuing complaints.

Well though delayed action from Livpure team, the water purifier was finally repaired today. I am now satisfied with the solution of my complaint and I appreciate their follow up on the matter since Saturday.

But it must be noted that this  complaint could have been handled at the earliest when I first escalated it on the 15th evening . Anyway Mr. Yogendra did a good job ! I trust that they would consider my suggestions so that customers like us do not suffer like this in the future.

I do hope Livpure will not give us any cause to complain in the future and look forward to a renewed relationship. 

Costa Coffee- Coffee losing it's original taste !

In recent times when I have visited my all time favourite Costa Coffee here, I have been really disappointed with the regular cup of cappuccino served there because now the cappuccino taste more like cafe latte as there is less coffee and more milk. Initially their cappuccino definitely tasted better as it was  a stronger cup of coffee. On enquiring about it, I was informed that the smaller the size of the serving of cappuccino, the less coffee it will have. That may hold true for some but it certainly really did not make sense to me because their regular size cappuccino never tasted so milky before. It is just not value for money anymore and I am inclined to visit other cafes now which serve a much better and stronger cup of coffee in regular size. Actually the same goes for their Hot Cocoa and one has to insist that they add a fair amount of cocoa to the milk every time.

Livpure's Bad attitude towards customers

Livpure's bad attitude towards customers

 Only words no action ! As expected even after their customer service representative calling me to assure that an engineer will be detailed to handle this problem, nobody has got in touch regarding the same. This has happened far too many times ! Since the 15th of July 2016 I have put forward three complaints but nothing was done to resolve the problem !

Through it all about five times their team told me on the phone and social media that this would be handled at the earliest but they only mislead the customers !

The character of a company reflects in the services it gives and we all can see what kind of atrocious service Livpure is giving to it's customers. If one has to run behind them for so many days to get the service that is our right, then it is not worth buying Livpure products.

It is time everyone stands collectively to inform everyone about the bad attitude of Livpure and it's terrible customer service so that others do not have to go through the same ordeal. Most customers are having similar problems regarding their after sales services and delay in the complaints being addressed effectively according to Livepure's social media page. Their harassing customers like this speaks of their lack of seriousness towards customers and such kind of attitude causes a lot of stress to customers specially senior citizens. As mentioned earlier on, their engineers except one are never punctual and do not follow up when the complaint escalates.

Livpure has been fairly warned and I have demonstrated immense patience in the matter but now the time has come to seriously report about them. To start with all the Defence Canteens have to be informed about them as a large number of their products are supplied to them. At the time of installation of the water purifier too Livpure had given us problems .At least then more people will come forward with same complaints  about them and something will be surely done and stringent action will be taken against Livpure !

Livpure customers can leave their feedback here too-

LIVPURE WATER PURIFIER- Worst customer service & pathetic complaint management !

LIVPURE WATER PURIFIER'S PATHETIC CUSTOMER SERVICE !

Pathetic customer service ! Since the 15th of July I have been complaining several times on their customer service number and social media page and nobody has taken any action.

They closed my case without resolving the problem and consulting us. We are extremely dissatisfied with the careless way they have handled our complaint. We have paid an extra 8000 for extended warranty and we regret that now. Mr. Subhash was supposed to be visiting again for the first service but he is never easily available and then someone else was sent over instead of him.

Considering Mr. Subhash visited our house after work hours around 10pm the first time he installed  the water purifier which was inconvenient for us , all the more he should have made it that day to our place however late when we requested prompt service as there was leakage from the purifier which later affected the digital indicators too. On the 15th evening I had escalated the complaint further and I was assured that someone senior would visit the next day to address the problem but till date nobody has contacted us.

They have deleted all my posts regarding the negative feedback on their social media pages and now all the more I will escalate the issue on my Consumers Rights Blog  !

Worst after sales service specially in Noida ! There is no follow up on complaints. They have demonstrated a complete lack of responsibility and insensitivity to repeated complaints of a customer.

TATA SKY'S POOR COMPLAINT MANAGEMENT

It states on the Tata Sky website that "In case of complaints (other than non receipt of signals) by Subscriber, at least ninety per cent of all such complaints shall be redressed within a period of forty-eight hours of the receipt of complaint. All other complaints shall be addressed as early as possible.
In addition to the dedicated call centre network in place, Tata Sky has nominated nodal officers for redressal of grievances of those subscribers who are not satisfied with the redressal at the call centre level. Such subscribers can contact the nodal officers citing the docket number issued by the call centre." 

So I got in touch with the Nodal Office as I was not satisfied with the way my case is being handled . And as  expected they too would gave a very crisp response devoid of any clarity on my case.

My complaint had not been addressed effectively even after 48 hours due to their lack of efforts in seeking information regarding my transaction with the concerned department in the proposed time. They agree the payment was successful and stands submitted by me on the 5th of July 2016 but they still need more time to process the payment for it to reflect in my Tata Sky account.

The Nodal Team's response was as follows-

" Your payment of Rs 514 made on 05/07/2016 to recharge your Tata Sky account has been processed and the status is SUBMITTED. Please give us 48 hours to process the payment.  

If payment is successful then recharged amount will be credited to your Tata Sky account. If payment is unsuccessful and in case the amount has been debited from your bank account or credit card account, it might take 7 to 10 working days to be credited back to you."

My response to the above was- 

"I too am aware since the 5th of July that the payment of Rs.514 stands submitted. Since the 5th of July around 11 a.m, I have given you more than 48 hours to process the payment but all your representatives are not talking the same language and I am not getting accurate information till now. There seems to be lack of co-ordination between your departments resulting in not giving me accurate information about the status my case. And now you are saying you want another 48 hours to process the payment in question. This matter is being delayed and we are not reaching a conclusion. 

This complaint should have been addressed at the earliest specially when I had gone through a similar experience with Tata Sky last month though fortunately then the matter was resolved in one day and my account had not been deactivated during that time. I can't comprehend why it is taking so long this time to tell me the exact status of my payment which stands already submitted even according to you. I would also like to know why this is happening often at the time of making online payment on your website. But since the 5th nobody is willing to give me information regarding that. I may encounter the same problem get again if your backend team does not get your act straight and address the errors in your system. 

 As it is on the 6 the of July my Tata Sky account was deactivated from your end despite my recharging my Tata Sky account on the 5th and being assured the previous day that I will be given a credit till the case is resolved. Anyway I managed to persuade your representatives to extend the credit limit till Saturday or till the time you reverse the money to my bank account. Your other representatives were trying to assist me in the matter but Ms. Priyanka from your backend team was aggressive and rude. I do not appreciate that kind of treatment. Instead of discussing the matter to reach a mutually suitable alternative, she was more interested in terminating our conversation. She was not even happy about your other representatives granting me credit till the case is pending.

Now some of your representatives had said on the 5th of July that my payment though successful would only be processed and reflected in my Tata Sky account within 24 hours to 48 hours due to faults in your system. But now some including you are telling me to give you another 48 hours which is alright with me only if you do not deactivate my services till you are clear about the status of my transaction. If you are still not clear about the transaction and are not able to give me accurate information, then I suggest that you give me written confirmation that between the 10th-14th of July ( which makes it the time duration Priyanka and you are proposing to credit the money back to my bank account) Tata Sky would reverse the money back to my bank account before I make a fresh transaction. 

As I said earlier I am willing to co-operate on the matter and go ahead with a fresh payment  as long as Tata Sky confirms to me in writing that they will reverse the money back to my bank account in the said duration of time and action is taken against Ms. Priyanka for being so insensitive, inefficient and rude to a customer. Responsibility has to be fixed and somebody has to be answerable for the wrong information I was given till today where it was said to me on the 5 the that till today my payment will either be processed or credited back to my bank account.

Look forward to a positive and sensitive response from the Nodal office considering that this is the second time I am enduring this problem in online payment on your website."

I wonder what their response would be or how long they will take to determine the exact status of the payment submitted successfully by me. But I must add that the entire interaction with them has made me conclude that they lack the professionalism that I so expected from them. Further their representatives specially the back end team lack the ability to address the problem and their complaint management is poor. My overall interaction with them has not been pleasant and has consumed a lot of my time and money in calling them several times. Tata Sky staff is just as bad as SITICable in terms of business etiquettes and dealings. I never had to ever go through such experiences abroad in my entire time there where the lack of efficiency of the companies costs the customers so much of time, money and stress. Mistakes happen but not every time and if there are problems there should be effective complaint management and proper follow up.

Tata Sky Services declining by the day !

Tata Sky' s subscription charges have increased as they have added new channels to their packages but in that process their services have really declined and we are thoroughly disappointed ! 

Their website reflects error every time one makes online payment and even after the payment transaction is successful it does not get reflected in the My Tata Sky account leading to deactivation of services. This has happened a lot lately and because of the inefficiency of their Backend team and lack of responsibility of the seniors, the customers suffer even after making timely payment.

The above happened again on the 5th of July 2016 at around 11am. After successful online payment , once again the transaction did not reflect in the Tata Sky account. On complaining about it immediately, I was informed that they would solve the problem in 20 minutes which they did not. Then later I was told on calling them that the problem would be resolved by the afternoon and then they extended the time to 24 hours and eventually 48 hours.

 On the 6th my Tata Sky account was deactivated despite their assuring me earlier on that this would not occur till the case is pending. Anyway I managed to make them agree to restore the services till the proposed time of complaint resolution. During this time I have had to call them several times which has been so inconvenient and irritating. Since last month I have had to spend a lot on calling them on the due date of payment as I face this problem every time on their website. After completion of the duration of 48 hours time limit, I am now informed this morning that the case is still pending and will only be addressed till the 9th. 

On complaining to them that I would address this case on social media, I suddenly receive a call from their backend team at last informing me that they are not able to reflect the paid amount in my Tata Sky account and so they will now reverse that money back to my bank account but it may take ten days or more. They could have informed the same earlier instead of misleading me and making me wait all this while. 

I requested Priyanka from the backend team to do this on a priority basis considering how long I have waited and so that I could go ahead with a fresh transaction. And I also requested that till the time the money is not reversed, they should not deactivate my services again and I should not be forced to pay again till then. Such a thing had happened once with Costa Coffee but they were efficient enough to reverse the money immediately to my bank account. Another alternative I have offered them is that if they want me to pay again before the previous amount is reversed to my account, they should send me a written confirmation stating that they would reverse that amount within the said duration of time. But Priyanka rudely declined to co-operate on the matter or offer another suitable alternative. Instead she just cut the conversation and  tried to terminate our conversation abruptly. 

All this while all the Tata Sky representatives ( about 6-7 names can be provided ) had confirmed that the online payment transaction was successful though it has not reflected on my bank account as yet which according to my Bank and Tata Sky may be due to the technical error of Tata Sky server as their system accepted my payment but was not able to reflect  the same in my Tata Sky Account. Whatever the reason, I seek clarity so that this case is resolved immediately so that I could go ahead and pay again to avoid more harassment from Tata Sky who are threatening to deactivate my services again. But Tata Sky representatives refuse to let me talk to their seniors even though they promised me many times that their seniors would call me regarding the case. I need answers and accurate confirmation of the status of my case and I am willing to co-operate but their backend team is making matters worse by their lack of efficiency and lack of professionalism. I demand a written confirmation that Rs.514 would be refunded and a written request to make a fresh payment.

I did not expect such bad attitude from Tata Sky representatives when Tata is known for it's good services. I intend to escalate the matter. Having worked with Tatas I expect better services than what their amateur employees are offering now.

Nathu's Sweets not fresh sweets anymore !

Over the years, the quality and the taste of the sweets sold at Nathu's have declined considerably . And their lack of professional customer service is contributing in the decline of their services in a big way.

Just day before yesterday, we bought a couple of sweets ( mithai ) from there in the evening and we were so disappointed with the taste and the packaging. The sweets did not seem to be fresh and the gulag jamuns ( kala jamuns ) were sour...On complaining about the same, we were met with a very careless approach. According to their representative it is natural for any sweets made of dairy products to get spoilt easily in summers but we had served those sweets the same evening to our guests.

Well at least this was not the answer we were looking for . We had left the sweets as soon as we tasted one or two of them. We had hoped that they would get those mithais tested. And they should not sell some sweets in summers if according to the person concerned these sweets get easily spoilt or they should use good quality ingredients. They could go in for seasonal sweets if they can't handle the making of some certain mithais in summers.

Customers must complain whenever they find that they are given stale sweets as then only will these famous shops take such matters seriously and be forced to address it effectively.

In summers they have to be all the more careful in not selling stale sweets and focus on their proper storage as well.  Hygiene of the containers and people handling these sweets should also be taken into account.Now Haldiram is better in that respect though there too the hygiene can be questioned and I would be elaborating on that later in another article solely on Haldiram Sweets which involved my complaining about the matter. Talking about this subject, this has become quite a problem at many restaurants and cafes recently where the staff behind the counters are not wearing gloves to handle the eatables and using their hands to either squash a ' aloo tikki' or passing eatables to the customers soon after doing something really unhygienic before the customer.

The idea of complaining about the above is not to get a fresh box of sweets for free but to inform them that Nathus should be more careful as their customers could fall ill because of stale sweets. We would particularly go for the 'ladoos' there but we may have to think twice now.