Whenever we make a huge investment on something, we are always conscious of timely after-sales service. We also tend to have a fear of idle time which could cause due to a technical glitch.
The feeling of buying a machine is a complicated process & one factor tilting the buying decision is “WHAT HAPPENS IF THE MACHINE FAILS?”.
A Recent Incident Which Was Attended By Our Service Team:
One of our customer from a tier-II city came across an incident in which the batter compartment was not releasing the right amount of batter so, the dosa was becoming a bit thicker and due to it, the time taken to cook one dosa was very high.
The customer remembered that the service engineer had saved the Toll-Free number 1800 2700 623 on his mobile phone. It was 7 PM in the evening and he hesitantly dialled the phone.
In no time he got access to speak to a technician without much of a delay. And was able to get a quick fix solution that would ensure business continuity. He was also promised that a senior technician would visit the location & do the needful.
Then a ticket ID was generated and the status of the request raised was constantly updated to the customer via his registered email id and phone number. As a first level support and to reduce the query resolving time a telephonic support was carried out to sort out the issue and it was found out that there was a problem with one of the parts which needed a physical visit of the technician. Immediately after the telephonic call, the required part change was identified and the spares team was sent a request to ship the part to the customer’s registered address. Then the support team has arranged for a site visit and confirmed the timing with the customer. Since the machine was cover under a 1 Year Warranty period the customer need not pay anything to the spares or the site engineer. All these status updates will be constantly updated to the customer via their register email id and phone number.
Within 36 hours of raising the complaint, the issue was closed and the customer received a feedback call from the head of ops to ensure the machine was dishing out crispy dosas. With businesses being judged by the stars on google & reviews on Zomato, it becomes very critical for us here to ensure that the machine uptime is maintained with least possible breakdowns. And even if the breakdown occurs, we would want to take it up as an opportunity to charm you.
Mukunda Foods has a strong network of technicians who can visit places and solve the query across India.
The customer felt so happy because of the way the query was handled and he was very happy and ordered for a second machine for his another outlet in Pune.This incident acted as a testimony for the timely resolution of incidents.
How to reach out to our service desk?
We at Mukunda foods are always there to help you in a moment of need. Our customer helpline is available from 8:00 am to 9:00 pm IST. In case of doubts in operating the machine, we provide instructions over the phone and if required we also arrange video and voice conference. Suggestions on various recipes are provided so that customers can try various varieties of dosa’s in the machine. Following are the helpline numbers which come in handy during an emergency or registering for service with us.
1800 2700 623 ( For domestic customers)
+91 80869 51991 ( International Customers)
In order to reduce the scope for the delay, service managers will directly attend the call and assign a service engineer against a ticket number. Details regarding the incident and expected time of resolution will be shared to the customer through e-mail or SMS. This is a very unique process, as there is no need for the customer to undergo cumbersome procedures to raise the ticket. Post service, constant follow-ups are made with the customers so as to ensure the resolution of the issue. Post resolution, we also recommend our service engineers to take a picture of the machine preparing dosa.
Our Team of Skilled Technicians:
We have a pan India service presence and a skilled service team who can handle international calls and solve issues remotely. Issues are constantly monitored by our engineers so that customer isn’t left in the lurch. Customers are kept updated regarding the visit of the engineers. We work on the principle of discipline and punctuality with the same values reflecting on the quality of the service given to our customers.
Post Warranty Machine Service:
For a period of 1 year, there is no need for you to worry about the maintenance of the machine, as it is covered under warranty. Guidance on operating the machine is done over the phone. This reduces the idle time and therefore does not hamper daily business. Post the warranty period, service will be commissioned as per the applicable rates. For better convenience of customers, two service options are provided of which one can be chosen.
- Annual Maintenance Contract:
- Maintenance guarantee with a consideration will be provided for the fixed duration of time. During this period you are entitled to the following.
- Free service visits for the duration of the contract
- Nearly 90% of machine parts are covered
- Free online and telephonic support
- Quick issue resolution
- Immediate dispatch of in-stock items
- Paid Service:
- The Dosamatic servicing will be done on a chargeable basis. Resolution and dispatch of items will entirely depend on the bandwidth
How to book a dosamatic?
Dial +91 8088496555 for a free demo in your city.
Our sales team will assist you with a demo so that you get a
feel of the machine.