customercare@vguard.in: V-Guard Customer Care Email

Subject- Poor substandard product quality and even poorer / useless after Sales Service M/S V-Guard.

Below is the list of complaint numbers duly arranged in chronological order:
1161651705 dated 27th January 2015
1224324265 dated 12th June 2015
1232087061 dated 3rd July 2015
1243055888 dated 5th August 2015
1286764947 dated 11th December 2015.

1. Before throwing light on the facts and cases it is important to mention that the locality where I reside suffers from low voltage issues/ frequent voltage fluctuations, serious enough to damage any electronic appliance when the means are not connected with the stabilizer.

2. Also it is important to mention that no one except me lives in the house as presently other family members are engaged with different purposes in different capabilities outside from the home town. Plus I am a working lady so it becomes very difficult for me to manage any unforeseen situation quickly and effectively single handedly without any expertise knowledge or something.

3. Now coming to the subject matter, inspired by the brand name I purchased one 5 KVA electronic voltage stabilizer model VGMEW-500 vide receipt number 1744 on 22nd August 2014 from M/s Hindustan Motors, Gandhi Nagar, Basti,(UP) an authorized distributor of M/S V-Guard products.

4. Soon after the installation the stabilizer started malfunctioning and showed defect which in turn caused for the malfunctioning of the electronic appliances and power issues as a result of low voltage.

5. On contacting customer care all the details were recorded by the attending customer care executive and the complaint number 1161651705 dated 27th January 2015 was allotted.

6. Next day the technician from the service centre attended the complaint and examined the stabilizer and after much trouble figured out the problem and gave an explanation to it and eradicated the problem and stabilizer started working.

7. Few months later the same problem occurred again therefore going via the same procedure, on contacting the customer care I was again allotted the complaint number 1224324265 dated 12th June 2015 which was handled by another technician Mr. Rajkumar from the V-Guard service centre who figured out the problem and came out with a similar conclusion and finally the problem was fixed.

8. But this was not the end. The stabilizer failed to work even after the previous two repairs and I was bound to call the customer care the third time and was allotted with complaint number 1232087061 dated 3rd July 2015 which was again it attended by the technician Mr. Rajkumar.

9. Soon after the third repair the stabilizer again showed the same problem, fourth time and the same procedure was followed but this time luckily my son Mr. Rahul Srivastava happened to be there at home and he decided to talk to some serious person concerned however we were allotted complaint number 1243055888 dated 5th August 2015. Upon much explanation I was made to talk to Mr. PD Vishwakarma and Mr. Imtiyaz Ahmad both senior person from V-Guard service centre, Surajkund, Gorakhpur.

10. I told them all the related matter. As my stabilizer was under warranty, me and my son both requested for replacement but the officials did not listen to any of our words and rather insisted us to get our stabilizer repaired for the fourth time. However upon my continuous requests Mr. PD Vishwakarma agreed to visit my house to personally examine the stabilizer.

11. Next afternoon Mr. Rajkumar came along with Mr. P D Vishwakarma and examined the stabilizer. I tried my level best to tell them and convince them and make them aware about the problems I had been facing all these time and requested them to replace my stabilizer with a fresh piece but none of them showed any interest in listening to our grievances instead they were keen in repairing the stabilizer the 4th time.

12. Till 4th complaint i.e. complaint number 1243055888 dated 5 August 2015 my stabilizer was under warranty so I asked them as to who will be responsible when the same problem arises again after the warranty period. Unfortunately neither Mr. PD Vishwakarma nor Mr. Imtiyaz Ahmad had any explanation to it except their flattering words.

13. As expected ,the stabilizer again showed defect the fifth time and I helplessly called the customer care and was allotted the complaint number 1286764947 dated 11th December 2015 which was the fifth complaint about the stabilizer except the only fact that this time the product was not under warranty.

14. Now having complaint on 11th December no one gave any response from the service centre nor did anyone appear. My son called the officials Mr. P D Vishwakarma and Mr. Imtiyaz Ahmad but both of them neither recognized him nor felt necessary enough to listen to the problem.

15. As I had already mentioned above that I am a working lady living all alone, I helplessly called my son who is perusing his graduation from Delhi and lives therein. I told him all the matter and asked him to immediately reach home and look after this matter as it was becoming very difficult for me to complain again and again about the same problem and respond to any calls from service center officials or customer care representatives of V- Guard being at work.

16. The very next day my son reached home and after listening to the problems and level of harassment and mental stress I had been facing all these days he quickly called customer care. On contacting customer care he was made to talk to some senior customer care executive and he told them about the problem and the whole story along with the non justifiable attitude of the service centre officials.

17. This straight and to the point oriented conversation with my son and the customer care executive initiated a chain of conversation between my son and the various officials’ of V-Guard serving the company under various capabilities.

18. It must me noted that though all the officials took their time in contacting my son and hear to the problem as in detail but unfortunately doing so they only wasted his time as all the officials were only keen in hearing to the problem in detail but none of them showed or promised for any helpful assistance .

19. Any how some technician came on 16th December on my complaint of 11th December and after examining said some product inside the stabilizer has to be replaced and so on. Also he said that he doesn't have those products with him right now and he will come next day with those products and took a sign of mine on the receipt paper without repairing the stabilizer and went.

20. Next day due to my medical commitments I had to be out of station. Well I was informed that the technician later came on that day and as he was unable to reach us the complaint was closed.

21. On 19th December Mr. Imtiyaz came to meet me personally so as to examine and discuss the situation with me however failing to entertain any of our quests and giving justifiable reasons he straightly offered me a deal of free service /repair of the stabilizer . When asked about the guarantee and reliability of the said service /repairs he was speechless so I again demanded for the complete replacement of my stabilizer with a fresh piece which in turn was totally denied by him. Despite of telling him about the problems we have been facing from the first complaint he gave no explanation to it and left my house.

22. And the main part which still lies is that after all this the stabilizer is still not working and is lying useless and I am still facing the consequences of the low voltage/frequent voltage fluctuations which has already caused avoidable damaged to my two electronic appliances i.e. washing machine and water pump if the stabilizer was working.

23. Now having stated all the facts above let me clearly state that I just don’t need any assistance regarding the repair of the stabilizer nor will I entertain any further calls either regarding repairs of the product or reciting my problem again and again to insensitive officials. What I want is a complete replacement of my product with a brand new fresh piece as all the facts and cases above clearly indicate that the stabilizer has to nothing with the repairs or replacement of the internal products of the stabilizer instead it is a manufacturing defect.

As I already said before I am a working lady living all alone, I am tired of in fact sick of complaining, explaining and entertaining the calls of insensitive officials’. I am tired of this system’s loop, system’s internal bureaucracy, system’s negligence in solving the problems of customers quickly and efficiently and also it’s beyond my capacity and question to complain again and again for the same problem.

This Sad state of affairs has forced me to consider taking up this matter on this platform which is also the sole reason why I am writing this letter in person. What I want is now complete replacement of my stabilizer with a brand new fresh piece.

Needless to mention such poor quality of product and even poorer after Sales services marks question mark on the reputation of all the indigenous manufactures as the response from all the manufactures of foreign origin has always been excellent and more over” is this the price the innocent customer has to pay for buying a brand product and that too of indigenous origin”? I EXPECT THE ANSWER WILL NEVER BE YES.

I look forward for a quick response from the concerned.

Sangeeta Srivastava
Basti (U.P)
Registered no: 9936680944
NOTE- Any further query or matters seriously related to assistance regarding the stabilizer will be attended by my son Mr. Rahul Srivastava whose contact no is 8574620766.

Hello V-Guard Team,

Am writing this mail with Fully Frustrated With Your Service, which you are providing.

I am using V-Guard AC stabilizer, which bought May 2015 and that is not working from August 7th and I have raised the compliant (1-390613850) on 8th August 2016. Your person came and attended the case on 10th August. He said board problem and will replace once get part from main branch. Also he asked the message which came to me from V-guard to process the case, so I forwarded the message.

Then daily I used to call him for update, after 10 days he came by 19th and changed some board ( Am sure that is not new one ). But still problem persist. He said will check in my office and update you on Monday and left. That time he said, the case which I raised is closed already. HOW WILL YOU CLOSE THE CASE, BEFORE ISSUE GOT RESOLVED?

I have raised a new compliant (1-396325118) on 19th August 2016. I have asked the Tele caller person to escalate the case to next level. I got a call from service center and I have explained the issue. She said he will check with respective person and let me know immediately. But I didn’t get call next day also.

Again I called toll free number next day and asked them to escalate. They called the respective service center Manager and he called back and updated like, will check this issue with urgency. But no one came, next day also I called, he said will give you new replacement UNIT by tomorrow (23rd August). But still I have not received any update.

Ø Is this my duty to call your team daily to check the case status?
Ø The product which is defect within warranty period, you are taking 30 days to resolve the issue?
Ø Even issue is still not resolved and not giving any update?
Ø This is the way you treat customers?
Ø You are thinking this is a healthy sign for your future business?

ESCALATE THIS ISSUE TO HIGHER LEVEL AND LET ME KNOW THE STATUS OF MY CASE AND WHY THIS GOT NOT ATTENDED ALMOST LAST 20 DAYS.

I have been ur dealer for the last six years. I am also a distributer of Halonix SSK Orpat. They all have invited me to visit there factories & I have visited as well. But I neither have visited ur factory nor have u invited me. 

So I want to visit ur factory just as the others have arranged our trip to there respective factories. Plz arrange a trip to ur factory for the dealers like me. So that we continue to work hard.

Thanks
With Regards
Kataria Radios
Abohar, Punjab

V-Guard cancelled my complaint without resolving it. This is very bad.

Customer care and service center work is very bad. Pls help me.

Service center is very poor. people dont have manners to talk and are very rude and use abusive language. Dont purchase vguard products.

Respected sir,

My registered mobile number is:9248309131, i gave complaints on 2nd & 4th july. Today also i call on your customer care number 2 times,but they disconnect my number.Nobody call me from your service. i wants to ask one question when that problem i am facing from day one why don't your company not taken any action regarding my complaint. finally i request you to look into the matter on high priority and resolve the problem.

Regards,
sha pavan kumar
9248309131

Hi Team,

I have given 3 SRs regarding the AC stabilizer complaint but no one has resolved my issue. V-Guard brand is very worst service to all the customers. Even though I have Billcopy and its under the warranty, they are not agreeing it, very fraud and very worst service to the customers.

Lokesh
9566136810

My registered mobile number is:9891601051, call on your customer care number 2 times but nobody call me from your service. i wants to ask one question when that problem i am facing from day one why don't your company not taken any action regarding my complaint. finally i request you to look into the matter on high priority and resolve the problem.

Hi sir,

We purchased v guard ceiling fan in December 2017. My fan rotation is very slow. Come to my home and solve the problem as well as possible.

I have purchase gas geyser, this geyser not working. many time call toll free no customer care. no solve problem. toll free team, provide no shivam enterprises hisar but this service center no response poor products. service poor ,customer care service poor, toll free team only promise not sort out.

Products are very low quality and customer services are very bad.