I agree and really empathise with all the people who have raised their complaints as above.
I bought a Pureit Home Water Purifier in about September 2007. Recently the Germ Kill Battery Kit needed replacement and as suggested in the instruction manual we called the helpline number on 3rd June 2008 to order for the Kit replacement. We were told it would be delivered in 3 working days. Yesterday ie 10th June 2008, we called again to check about the status since we had not received any replacement kit, and we were told that our request would be put on “higher priority” and that someone would deliver the kit by end of day.
We haven’t heard from anyone even as of this morning. So I called their helpline no. (9243100100 for Bangalore) and the call centre executive very promptly told me that we have the record of your calls but we cannot do anything except put the request in the system. We don’t have any contact with anyone from the company sales or service people. When I asked if she could give a manager’s number she said she doesn’t have one.
I decided to call the HUL head office in Mumbai and spoke to someone who gave a number for their Chennai office 044-39836223 and said that someone would answer the queries there. But as one would expect, no one picked up this number even after repeated calls.
I find this entire thing a mockery of customer service.
Incidentally I checked on the internet for any such complaints and wasn’t really that surprised to see so many people talking about the same problem of battery replacements not being made available. Just FYI there is another complaints board at the following link.
I bought the product on the assurance that it was being sold by a reputed company like Hindustan Lever and was promised that all the spares and service would be easily available. But like many others my experience has been otherwise.
Not only does this indicate that not enough attention has been paid to the after sales service by Hindustan Lever, it also, in a lot of ways, indicates that the company is only worried about the sales of these products and then leaving the hapless customers to fight for themselves.
I guess we will have to resort to the word of mouth publicity and ask our friends and colleagues to stop buying Pureit (although the product itself is good).