noreply@customerservice.com
“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” Mahatma Gandhi
All companies boast of customer support. They have dedicated lines, toll free numbers, website links and email ids to help customers at the time of product dissatisfaction, service, complaints and feedback. With more people preferring the email and web way of raising their complaints, most of the companies have options to help the customers the eway.
I raised a complaint regarding bad service and rude staff behaivior at a Spencer store in Bangalore. I wrote my feedback down on the book they have kept at the store, on page 37( this is important read on..). After a week I visited the store again and out of curiosity opened the book only to find that page 37 is missing. All the other pages with customer feedback was there except page 37. I talked to one of the staff and asked them on the missing page for which she replied “I did not tear it”.
Me “I didn’t say you tore it off, was just asking on where the page is. Now I am sure someone tore it off”
She “I did not tear it”
Me “Can I see your manager?”
Out came the same person who was rude to me the week before that and introduced as the manager of the store. I asked the same question.
Manager “It was there”
Me “Where is it?. I am sure none of the customers are going to tear it off “
Manager “I did not tear it, why are you blaming me”
Me “I want to talk to your Manager”
On this, the manager called the store ‘general manager’ who said he will take appropriate action on it.
I sent an email to the email id given on the spencer site. The last line read “I hope you acknowledge and respect my comments and not just send this email to thrash just like what happened to Page 37″
And they did. They sent it to thrash.
I sent a similar feedback to GK Vale customer care on how their store ruined the photoframe order that I gave. No reply.
I think many of these email ids should have warnings posted on their site as “Warning : Please do not sent emails to this id as it would go to an unmonitored mailbox.”
But some companies are prompt in replying to customer emails like Tata Indicom and Vodafone. Tata Indicom also has a forum where we can post our concerns and it would be addressed in 2 working days.
From all this I learned one thing, the snail mail still helps. All complaints send as snail mail would be read and acknowledged (read most of them). May be the customer service is been bombarded with customer emails that some of the emails are missed out. I think the customer support also consider snail mail as documentary evidence and take it more seriously than the emails. So next time you want to write a complaint out, write a snail mail.
That’s some experience!!!
But you were lucky that you at least were given a register to put up a complain, I have been to places where when I ask for a complain book I get blank stares!!!
Customer Service in India is way behind the basic industry standards…and its time that the so called Service providers do something about it!!!
Smita
October 22, 2009 at 2:11 pm
My mom mailed wirlpool head office today..we have an AMC and they didn’t turn up when we called with a problem..now things are sorted out I guess
Stupid people…take them to court!
vishesh unni raghunathan
October 22, 2009 at 2:17 pm
You are absolutely right Xylene. Most companies in India do not take emails seriously. But you know what, the post office to which I wrote a complaint to by email did!! Now you can compare the private sector and public sector! Amazing difference, isn’t it. And when it comes these malls and shops they just don’t want to pay any heed, to anything. I will give you a tip. Find out the name of the md, and write to him directly. I did that with pvr, after all my attempts were unsucessful. dont think its minor and he won’t pay attention. The top guys are usually do.
Nita
October 22, 2009 at 3:11 pm
Even govt offices who have given email ids to contact them dont take emails seriously!
Reema
October 22, 2009 at 5:30 pm
True! I have given N number of feedbacks. Except maybe 2 or 3, no response!
Nishchita
October 23, 2009 at 5:30 am
Smitha,
Every management gives it the top priority, however, its loosens at the ends where it has to be implemented. Its worst where the customer interaction occurs. Many of the incidents are not reported as customer just shout crib and leave the store. And this is what happens when you complain through proper channel
Vishesh,
When I call for service for my bike, they always tell me there is no slot available. when I tell them that its paid service, they say I can come any time !!
(not that they dont get paid by the company when they submit the voucher for free service).
They can always demand more if its paid.
Nita,
Actually that post of yours came to my mind when I wrote this. It would be an isolated incident and surprising !! I thought of writing a snail mail, but then I thought may be that manager would lose her job(since being rude to me is not an issue, but tearing the customer feedback is a serious issue). So thought may be a warning (if it was given) would be sufficient.
Reema,
Most of the govt websites are not even updated. Some are years old. Its not surprising that they don’t reply.
Nishchita,
Yeah email never really works in case of complaints. Registered post helps !
Xylene
October 23, 2009 at 6:20 am
I’m surprised you r mail didn’t bounce. It’s not with regard to customer service mails alone. Even contact email ids are a big #fail for a lot of companies. Sometimes I depend on these email ids to get in touch with companies (when I don’t have a contact in a company) and a lot of times it either bounced or I got a response weeks later.
| Balu |
October 24, 2009 at 7:42 am
I had a “positive” experience with Kaati Zone on the feedback issue…
I had sent in a complaint over their website..the next day I had emails from the local manager and their CEO stating clearly what actions they had taken. The manager even called me.
Vijay
October 26, 2009 at 7:22 am
am not surprised. I have seen worse at Ohris restaurant at Hyderabad Central mall. Their feedback book is full of abuse, complaints by the customers and then a lot of pages are either torn off or stapled together.
And trust me, their service still sucks big time and still morons queue up to eat there. Dunno why?
Philip
October 28, 2009 at 7:34 am
@Balu,
Yeah am surprised as well. I got an automated reply.
Vijay,
I once emailed Niknish and did not get any response. So I posted their review at Mouth shut. The higher management emailed me.
That would be an isolated case
Philip,
Well, some management has an attitude like “how come only you have a problem?????”
They would not think of customer service until their business comes to a halt because of dissatisfied customers.
Xylene
October 29, 2009 at 10:57 am
from our canteen complaint book to the one maintained by MNC’s have same fate.
ചെലക്കാണ്ട് പോടാ
November 2, 2009 at 4:54 am
ever wonder why people just dont care and find it a waste of time ?
well i think the chalta hai culture should change …
so do u … so it is a start nonetheless
Prax
November 19, 2009 at 6:00 am
I had bad experiences with GK Vale too. And I sent them a feedback on their website. Interestingly some bloke did call back. But trust me, not to apologize or take corrective action.
He spent a good 5 minutes of mine to “convince” me that GK Vale is good and I am supposed to repeat that after him. And finally hung up quite rudely.
Its the loyal groups of people who blindly believe in brands who keep these arrogant corporates going. I am just hoping the recession brings some sense into them.
Ratheesh Pisharody
December 30, 2009 at 5:34 am
Le 03/07/2010 a 23:51 Vous m’avez facturé un logiciel: super codec pack avec protection,mise a jour gratuites et une version pro, pour un total de 50.31 EUR N° de commande: 156134100703175339487. Le probleme c’est qu’il est en anglais au lieu du francais ainsi je vous demande le rembourssement des 50.31 EUR du fait que je ne comprend pas l’anglais. En attendant le remboursement, veuillez recevoir, mes sincères salutations.
Louis Hernandez: Le 05/07/2010, 12:45.
Louis Hernandez
July 5, 2010 at 10:52 am
”Veuillez je vous prie me répondre en francais”
Demande de remboursement: (commende logiciel en FRANCAIS recu en Anglais)
Le 03/07/2010 a 23:51 Vous m’avez facturé un logiciel: super codec pack avec protection,mise a jour gratuites et une version pro, pour un total de 50.31 EUR N° de commande: 156134100703175339487. Le probleme c’est qu’il est en anglais au lieu du francais ainsi je vous demande le rembourssement des 50.31 EUR du fait que je ne comprend pas l’anglais. En attendant le remboursement, veuillez recevoir, mes sincères salutations.
Louis Hernandez: Le 05/07/2010, 12:45.
Louis Hernandez
July 5, 2010 at 11:34 am
my E-mail does not open. so,i want it to work. so,please give me note verificition to start
Rajdeepak singh
July 22, 2010 at 4:09 pm
Looking for order # DR3703415. Has it been shiped?…..It is a Christmas gift.Please let me know ASAP
Thanks
Fran
Fran Knutson
December 24, 2010 at 12:41 am
MY NAME IS JAMES CLULOW . I ORDERED FROM YOU AND HAVE NEVER RECIEVED THE MERCHANDISE. ORDER # DR-4567602. IF I DO NOT GET A NOTICE FROM YOU, I WILL CONTACT AN ATTORNEY AND I WILL FILE GET MY ATTORNEY ON YOU AND WILL FILE YOU. PLEASE LET ME KNOW NOW. JAMES CLULOW. E-MAIL ADDRESS JJCLUE@AOL.COM OR PHONE # 480-3612-3113
JAMES CLULOW
November 10, 2011 at 1:27 am
MY HOME PHONE # IS: 4803613113. I AM STILL NOT RECIEVING A REPLY
JAMES CLULOW
November 10, 2011 at 4:17 pm