Top critical review
Poor Havells Customer Service
28 January 2019
I purchased the Adonia R 25 litre (digital) water heater on 10 January 2019. It was delivered on time by Amazon. Thereafter began what can at best be described as a nightmare from hell. I had assumed that installation would not be an issue at all. I was wrong! If you live in a non-metro or a small town or city, you may need to consider whether this is the product for you. I called Havells customer care on 19 January 2019 and was provided a job number by email and sms. Impressive right? I was also told that within 24-48 hours a Havells technician would contact me for installation and come install the water heater. I waited and no installation was done. I then called the customer service on 21 January 2019 and a fresh job number was assigned and the details emailed and smsed to me. Again no installation was done. I waited till the 28 January 2019 and called customer service. Again a fresh job number was assigned (e-mail and sms) followed. At this point I was quite irate, but was assured an installation would be done by end of day. I received a call from the Havells technician and was advised that I need to pay ₹650 as installation charges, I accepted that and asked the technician to carry an invoice when he comes over to complete the installation. The technician responds by saying he’ll call me back in a minute. I receive a call from the technician and he tells “my boss says you should get the installation done elsewhere”. I was shocked and asked why but he just hung up and that was that. I immediately called Havells customer care and narrated this incident, to which I was asked “why did they tell you to get it done elsewhere?”. How am I to know? I had an extremely long but unproductive call and was subsequently transferred to a supervisor on their customer service team, who after saying hello got disconnected. So I called back again, same thing happens. This happens five times and finally I get through to a supervisor who claimed he can’t hear me (I could hear him quite well) and that he will call me back in ten minutes. It’s been four hours, so I called again and once again the call gets transferred to the supervisor and miraculously it gets disconnected. Here I am writing this review.
Now the product packing clearly says that a Havells professional should install the water heater. Why would I want to risk having anyone but a Havells technician install my water heater? I believe Havells have not acted in good faith.
With a market full of vendors, I’m sure it’s worth considering other companies products!
For those curious where this installation needs to be done, it’s a place called Dharamshala in Himachal Pradesh.
Update: After writing to Havells on the 29 January 2019, I received a call from their technician that evening and the water heater was installed on 31 January, 2019.