We had given a quotation to the customer for exterior painting.
- That time the customer had done touch up and plaster wherever he had damp issues and he told us you check the wall once and start the work.
- So when we checked that time the wall had no problems. So we gave him the quotation and as per the working sheet whatever was mentioned we did that work.
- After the work was over, he was delighted and was happy with the work, colour combination, etc but after few days there was a leakage found in his bathroom wall.
- He was not ready to accept that the leakage that was happening was from his bathroom wall. The TSO and the senior team visited the site and tried to explain to him that it is not a mistake from AP’s side but his as he should have checked this wall before which had a damp.
- We had checked the wall with the moisture meter and that time there was nothing there. The customer was hellbent on his statement as he had just changed the pipeline and according to him it could not have happened and it is AP’s mistake even though the issue occurred in front of him.
- He already complained about it 2-3 times, what he wants is that now that he will repair the wall again, whatever the touchup, paint is required AP should do it again for him and he should not bear the cost of re-doing the paint AP should.
- 3 times the complaint has been raised and all 3 times it has been closed because the problem is actually from his side only.
- The warranty was also given on the product and not on any issue that arises within the wall (leakage in the pipe), but the customer is not ready to accept that.
- So later for the company’s goodwill after talking to the dealer we even came up with the solution after that we would re-paint the wall for free of cost but the customer will have to bear the labour charges for it. And even for this, the customer is not ready he just wanted it for free.
Challenge situation as the customer only wants the work to be done for free.