We take every concern seriously and resolve it promptly.
Describe the concern with your order number, product and date so we can trace it fast.
Each complaint is logged and escalated to management with a reference number.
We aim to acknowledge within 24 hours and resolve the matter transparently.
If something hasn't met your expectations — a product issue, a delivery delay, a calibration query or a service concern — please tell us. Provide as much detail as possible so we can investigate and resolve it quickly. Complaints are escalated directly to our management, not to a call centre.
A complaint policy is only as good as what actually happens when you use it, so here is what "we resolve it" means in practice, by the kind of issue. If an instrument arrived damaged in transit, we do not argue about whose fault the courier was — you photograph the damage and packaging, we arrange a replacement, and we sort out the transit claim ourselves. If an instrument is not to the specification you ordered, we check it against the order and the build records; if we got it wrong, we replace it correctly and quickly, at our cost. If a calibration certificate does not tally or your quality team queries it, we review the calibration data and re-issue or re-calibrate as needed.
If an instrument is not performing as expected, we treat it seriously but also honestly: sometimes the instrument is fine and the issue is application or installation — the wrong range for the duty, a missing siphon or snubber, a thermowell fit problem — in which case we tell you that and help you fix it, which solves your problem faster than a replacement would. If it is a genuine product defect, we repair or replace it. If there is a billing or GST discrepancy, we correct the invoice. In every case we come back to you with what we are doing and by when, and for anything affecting a running plant we prioritise it.
Underlying all of this is a simple commercial truth we take seriously: the plants that tell us when something is wrong are the ones we keep for years, because they give us the chance to prove we will make it right. A supplier who handles a complaint well earns more trust than one who never had a problem — so far from being unwelcome, your complaint is genuinely one of the most useful things you can send us.
When you raise a complaint, you can expect three things without having to chase them. First, a straight answer — we will tell you what we found and what we are doing, not a holding message. Second, a timeframe — we will say by when we will resolve it, and for anything affecting a running line we will treat it as urgent from the first message. Third, no defensiveness — if we got something wrong, we will say so and put it right at our cost; if the issue turns out to be application or installation rather than the instrument, we will explain that honestly and help you fix it, because solving your actual problem matters more than winning the argument. That is the standard we hold ourselves to, and if we ever fall short of it, telling us so is itself the most useful complaint you can make. A supplier is not defined by never having a problem — no manufacturer can promise that — but by how quickly and honestly it puts one right, and that is exactly where we choose to be judged.
Call the Managing Director's office at +91 98107 02836 — every complaint is acknowledged within 24 hours.
WhatsApp us Call +91 98107 02836