Being a client we always seek a prompt and good service. However, when we do not receive it, it is always one of the most disappointing things ever. Recently, a Gurugram-based man reported that a technician from Urban Company, enlisted to install his new LED TV, allegedly caused damage to the television.
Expressing dissatisfaction, he contacted the customer support of the local services company, only to receive an even more unsatisfactory response.
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Gurugram Man’s friend took to X and shared how an Urban Company Technician damaged his TV worth 40,000
A Gurugram resident, having recently acquired a Rs 40,000 LED TV, faced a setback when an Urban Company technician, tasked with its installation, inadvertently damaged the television. Expressing dissatisfaction, the man contacted the customer support of the local services company. However, the offered reimbursement was only Rs. 10,000 for a TV valued at around Rs. 40,000. In an effort to highlight the issue, a friend of the disgruntled customer named Divyanshu Dembi turned to X (formerly Twitter) to bring light to the matter.
Hi @urbancompany_UC my friend @akashjaini had engaged your services recently. Your guy ended up breaking his INR 40K TV irreparably.
Now you’re telling us that you can only reimburse 10,000. Is this a stupid joke? You better cover the full cost.
Attaching screenshots. pic.twitter.com/VmpDKrncTM
— Divyanshu Dembi (@DembiDivyanshu) December 29, 2023
The customer took to X and voiced his dissatisfaction
Akash Jaini, the customer himself, chimed in on the conversation, voicing his dissatisfaction. The customer, attaching screenshots of the conversation with an Urban Company representative who acknowledged their technician’s responsibility for the TV malfunction, penned his grievances. He wrote as we quote,
“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…”
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… @UC_Assist @urbancompany_UC https://t.co/pym6kUJLI8 pic.twitter.com/Y8WVmb0Gbk
— Akash Jaini (@akashjaini) December 29, 2023
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Akash claimed that soon afterwards the company denied the technician’s mistake
Akash mentioned how the UC assistant called offering 20k, which means they aren’t bound to their 10k contractual limit. He mentioned how he denied insisting on a compensation of the full amount. However, they called up the service guy and suddenly decided he was never responsible for the damage.
Updates: @UC_Assist called offering 20k, which means they aren’t bound to their 10k contractual limit. I denied insisting on a compensation of the full amount.
Then they called up the service guy and suddenly decided he was never responsible for the damage… https://t.co/pym6kUJLI8
— Akash Jaini (@akashjaini) December 30, 2023
The screenshot of Akash’s chat with @urbancompany_UC @UC_Assist. This is a wholly unprofessional and dishonest way of treating a premium customer. Please get your house in order and reimburse the full amount. pic.twitter.com/uHStn7gzE4
— Divyanshu Dembi (@DembiDivyanshu) December 29, 2023
Akash further shared more information on the matter saying how we should boycott the UC
Akash revisited the harrowing experience with the company, illustrating the incident by sharing an image of their technician alongside the damaged TV. He revealed having call recordings where, three days later, the company reversed its stance, asserting that the service professional wouldn’t lie. However, he emphasized that the technician had a clear motivation to do so, especially considering he possessed a photograph of the technician handling the TV after causing the damage.
I have call recordings where they have now 3 days later turned around and stated that the service professional would not lie, although he clearly has the greatest motivation to do so and I have a picture of him handling the TV after doing the damage. pic.twitter.com/OsN8PVEAbq
— Akash Jaini (@akashjaini) December 30, 2023
He concluded the matter by sharing the last screenshot of his LinkedIn notification where the UC is doing an investigation on him rather than the damage that happened from their end.
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Looks like the only investigation they’re doing is on me personally and not on the liability of damages since they’ve already decided I’m the liar and the technician is not responsible…@UC_Assist @UC_Assist @abhirajbhal #BoycottUrbanCompany#BoycottUC pic.twitter.com/yczvQv6zDi
— Akash Jaini (@akashjaini) December 30, 2023
Many netizens took to the comment section and suggested he take the matter to the consumer court.
We’ve received an official statement from Urban Company on the incident
Urban Company released a statement saying that,
“At Urban Company, we keep customer delight as the central pillar while delivering services. And every day, we push the envelope towards delivering high-quality, delightful service experiences. As per our investigation, we found that the incident occurred post-installation of the TV unit and that our service partner was not at fault. However, we are in touch with the customer and, as a goodwill gesture, are repairing the TV free of cost.”
What are your thoughts on it? Do share via the comments below.
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