Receiving efficient and satisfactory service as a customer is a paramount expectation. However, disappointment arises when such expectations are not met. Recently, a resident of Gurugram faced a setback when a technician from Urban Company, assigned to install his new LED TV, inadvertently damaged the television.
Expressing his dissatisfaction, the man reached out to the customer support of the local services company, only to be met with an unsatisfactory response.
The customer, having recently acquired a Rs 40,000 LED TV, was disappointed when the Urban Company technician, responsible for installation, caused damage. Despite approaching the customer support, the offered reimbursement was a mere Rs. 10,000 for a TV valued at around Rs. 40,000.
To bring attention to the issue, a friend of the aggrieved customer, Divyanshu Dembi, took to social media platform X (formerly Twitter) to shed light on the matter.
The customer, identified as Akash Jaini, actively joined the conversation, expressing his dissatisfaction and attaching screenshots of the conversation with an Urban Company representative who acknowledged their technician’s responsibility for the TV malfunction.
In his statement, Akash expressed frustration, stating, “Ridiculous treatment despite admitting their fault in destroying a brand new 55inch QLED TV, they were insistent not to bear more than 25% of the repair cost…”
Akash recounted how the Urban Company assistant initially offered Rs. 20,000, surpassing their contractual limit of Rs. 10,000.
https://x.com/akashjaini/status/1740611993516875897?s=20
However, the situation took a turn when the company suddenly denied the technician’s mistake, shifting blame and absolving responsibility for the damage.
Providing additional details, Akash shared the troubling experience, including an image of the technician alongside the damaged TV.
He disclosed having call recordings where, three days later, the company reversed its stance, claiming the service professional was not at fault. Akash highlighted the technician’s clear motivation to deny responsibility, especially considering the photograph depicting him handling the TV after causing the damage.
In a concluding note, Akash shared a screenshot of his LinkedIn notification, revealing that Urban Company was conducting an investigation on him rather than addressing the damage caused by their technician.
The incident garnered attention on social media, with many netizens suggesting taking the matter to the consumer court. The situation raises concerns about the accountability and customer service practices of service providers like Urban Company. Share your thoughts on the matter in the comments below.