More on Eldeco

This is what one of the readers have to say about the Eldeco and Ananda, Noida:

The blokes at Eldeco Infrastructure and Properties Ltd, the makers of Eldeco Ananda at Noida, have a way of plumbing to new depths of ineptitude. Case in point? The massive steel tubes that have come up in the basement car park. Who ever wanted them anyway. Even assuming that these barricades serve a purpose i.e. we get disciplined enough to park our cars in a way that enables others to also find their space, these bars could have been a little lower and hence making it possible for people to get out of their cars without fear of banging the door onto these bars.
Someone in Eldeco needs his head examined. Not only is this effort so hopelessly counterproductive and irritating, it has also cost them a tidy packet, with all the fabricating and welding and painting, which amount could have been spent on a better treadmill at the gym.

Customer Satisfaction 101

Recently I learned a new lesson on how to make a dis-satisfied customer satisfied, courtesy the most-intelligent staff of Eldeco.

Long time back we had given a list of complaints to Eldeco. There was no response to the list for quite some time and then all of a sudden recently the Eldeco staff came to review the status of list of complaints. One of the points in the list, was the bad quality of wooden floor that they had put in one of our bedrooms and we had asked for a replacement.
The person who came to us asked us to write a letter to Eldeco mentioning this complaint along with the fact that we are a "satisfied" customer and that this is our only complaint towards Eldeco. And he also quitely suggested that if we show our statisfaction from the services provided by Eldeco it would help him pursue our case with the Eldeco Group's Management and if we don't show our satisfaction then it would be very difficult for him to get things done.

This whole thing shocked us to no end. Imagine the guts of the person saying this. We obviously refused to write such a thing in the letter.

Moral of the Story: The whole episode showed us how to make a dis-satisfied customer, satisfied. Ask him to write a letter saying that he satisfied in case he wants to get his work done.

Postscript: Nice lesson from Eldeco on customer satisfaction, must be put together with the brilliant case study on them which they have been displaying on thier website.

Customer (Non-) Support from Eldeco

We had filed some complaints regarding the finishing of our house when we shifted to Ananda in January 2007. Some of the complaints have been taken care off but most of them have not been taken care off till date. See the portion circled in red in the photo, which has been taken from the complaint register maintained by the Estate Manager at Ananda, Noida. We had filed complaints on 23rd Jan, 2007 and till date some of them have a "not done" status.

I wonder what does Eldeco mean by customer satisfaction, with complaints remaining unanswered for nearly three and half (3.5) months. They do not seem like an progressive organization and are not at all bothered about the customer once they have sold the apartment. The funny part is that they are not even ready to handover the maintanence to the residents even when we have been asking them to do so since last 5-6 months. It seems Eldeco wants to derive some sadistic pleasure from putting us to this misery.

I think even Government of India departments are better performers now. Earlier I was staying in a flat constructed by NOIDA and I used to crib about lack of support from NOIDA, but I think Eldeco has managed to put even NOIDA to shame.