Serious Concerns Regarding CNH Support and Services
I am writing to formally express my disappointment with the recent experience regarding my lab test and consultation booking.
• The lab test samples were booked on 27th August, along with an additional consultation for medicines. At the time of booking, I was informed that a 15–16% discount would be applied to the medicines. However, upon receipt, only a 10% discount was provided, which is misleading and unacceptable.
• The test report turnaround time (TAT) was communicated as 48 hours. However, when the reports were delivered, only three test results were included, and the most critical report was missing. This directly caused the cancellation of my doctor’s appointment, leading to significant stress and inconvenience.
This entire experience has resulted in mental harassment and extreme dissatisfaction with CNH’s support and services. I expect accountability for the misinformation, delay, and incomplete reporting, as well as corrective measures to ensure such lapses do not occur again.
• The lab test samples were booked on 27th August, along with an additional consultation for medicines. At the time of booking, I was informed that a 15–16% discount would be applied to the medicines. However, upon receipt, only a 10% discount was provided, which is misleading and unacceptable.
• The test report turnaround time (TAT) was communicated as 48 hours. However, when the reports were delivered, only three test results were included, and the most critical report was missing. This directly caused the cancellation of my doctor’s appointment, leading to significant stress and inconvenience.
This entire experience has resulted in mental harassment and extreme dissatisfaction with CNH’s support and services. I expect accountability for the misinformation, delay, and incomplete reporting, as well as corrective measures to ensure such lapses do not occur again.
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Poor Service
I had booked my lab testing for Monday and requested to reschedule it to Sunday, one day earlier.
I personally checked with the lab centre, and they confirmed that slots were available and that I could come on Sunday once the CNH team sent the required request/confirmation.
However, despite multiple calls to CNH Customer Care, this was not resolved. On every call, I was informed that a ticket had been raised and that the LAB team would contact me within 20 minutes. Unfortunately, even after waiting for more than 24 hours, nobody contacted me.
As a result of this poor coordination and lack of timely response, I missed the available Sunday testing slot. This is extremely disappointing, particularly because the lab centre had already confirmed availability and the issue only required a request/confirmation from the CNH team.
I request you to please:
1. Investigate why the request was not actioned despite multiple follow-ups.
2. Explain why the committed 20-minute callback did not happen even after 24 hours.
3. Review this incident as a service-quality issue so that other customers do not face a similar experience.
I expect a prompt resolution and appropriate accountability for the inconvenience caused.
I personally checked with the lab centre, and they confirmed that slots were available and that I could come on Sunday once the CNH team sent the required request/confirmation.
However, despite multiple calls to CNH Customer Care, this was not resolved. On every call, I was informed that a ticket had been raised and that the LAB team would contact me within 20 minutes. Unfortunately, even after waiting for more than 24 hours, nobody contacted me.
As a result of this poor coordination and lack of timely response, I missed the available Sunday testing slot. This is extremely disappointing, particularly because the lab centre had already confirmed availability and the issue only required a request/confirmation from the CNH team.
I request you to please:
1. Investigate why the request was not actioned despite multiple follow-ups.
2. Explain why the committed 20-minute callback did not happen even after 24 hours.
3. Review this incident as a service-quality issue so that other customers do not face a similar experience.
I expect a prompt resolution and appropriate accountability for the inconvenience caused.
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Reports Delayed
I’m struggling to get the reports delivered to me even after 4 days. When I enquired about this with the clinic, they told me that they shared it within 2 days with the CNH however when I checked with the CNH POC, Pratik Patil, he told me the reporting team is on leave and hence the uploading of reports are delayed. I had booked annual health check up for 4 of my family members on the same day and got the report for 2 after much follow ups however for the other two, I’m struggling to find a solution. Pratik doesn’t seem to be aware of his job or the organisation and I think I need to connect with somebody who’s responsible and understands the urgency of such things.
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Essentials at one place
The interface is user friendly, navigation is easy, easy to book sessions with several options and tie ups available, and specially loved that everything related to health is at one place. Although reports take very much time to upload even when the vendor already provides them everything on the day of testing itself. I got no valid reasons for why there is such a delay, which felt unsatisfactory. Hence deducting 1 star.
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CNH Care
I’ve been using the CNH Care app for months and it’s fantastic! The interface is simple and easy for everyone. Booking appointments, quick video consultations, medication reminders, and booking appointments for health checkup all work flawlessly. I had booked appointment for health check up, Phlebotomist Swapnil Madhav was excellent! Arrived on time, very professional and gentle during the home blood collection. Quick and painless.
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