Ohhhhh… I am fed up…….its frustrating.. once again a poor customer care story….. wondering whether these things are happening only to me??? Everybody right from a small petty shop to big corporates are saying, “Customer is our main focus.” A lot of terminologies that are popularly used are customer-centric market, customer focus, customer first, meeting customer demands, customer satisfaction etc.. I think these words are just “words” that are deliberately misleading the customers or end-users. The reality is that these commitments or promises made to the customers never come to pass barring a few exceptions. It is like a politician’s promise in majority of the cases. The fact is that the customers are mesmerized or rather fooled with this keyword “customer”, irrespective of the product or service or solution, by companies that are small, big, large, etc. All that the customers get is “DISAPPOINTMENT.” I would like to relate an interesting observation here. I was out of home for nearly 11 to 12 years for job-related reasons. I used to go to mess (small food joints) for food because taking food regularly in big hotels were deteriorating my health as well as my purse. I had been to many joints in many places and invariably in all of these joints, I have seen this line mentioned on their name board “Home-made Food”, irrespective of the quality of the food they provide. So here, the “Home-made Food” connotes customer care, customer satisfaction, customer focus, demands, etc. This is one example of the much-hyped customer focus and there are lots and lots more.
Ok, let me come to the main story. It is about Dish TV, a DTH service endorsed by India’s top film actor Shah Rukh Khan. Even after renewing the subscription package at a Dish Care center, the services have been suspended. When I contacted the customer care center, they told me to wait for 4-24 hours for the service to be restored. When I asked why the services have been suspended, the reply was “We have not received any confirmation on the payment, we do not have any update on the payment in our system.” Who is responsible for this? Customer, customer care personnel or Computers?? The customer care personnel are coolly blaming the systems. If systems, computers and technologies cannot do the work swiftly then why do we need computers?
Wish Karo. Dish Karo.
Shah Rukh, I do not know what to wish now. Help me out!
Click Here for Dish TV Customer Care
I am an Aircel post-paid customer for more than two and a half years. I am promptly paying my bills through ICICI Visa Bill Pay system. The payment for the month of February, Rs. 313.03, was also processed via the same system. I received a confirmation message from ICICI bank that the bill had been processed on March 4, 2008 and my due date was on March 5, 2008.
On March 7, 2008, when I called my friend, I was shocked to hear the automated voice that my outgoing calls had been barred and also my SMS had been disabled. When I contacted the customer care center, I was told that “There is an outstanding of Rs. 313.03” I said that it had been already paid and I got the reply that “It is not yet updated in our system.”
I really got irritated because I was not able to contact anybody, that too early in the morning. I checked the Aircel website for help and I got an email ID. I sent a mail stating everything and asked them to state the reason as to why this happened.
I received a mail from the Customer Correspondence Unit by around 2.40 p.m. (Thank God) that read
“With reference to the mail, we wish to confirm that services to the below mentioned cellular number has been activated.
Your Reference Number is: 12807296
Should you require any other clarifications, please feel free to call our Customer Care at 98410 12345 (toll free from your Aircel mobile) or mail us at email@example.com.
Assuring you of our best services always (Aircel people, do you know what exactly this statement means?)”
There was no proper explanation from the Aircel people. I really thought of changing the service provider and I would certainly do so if anything similar to this happens in the future.
I hold a corporate account with Oriental Bank of Commerce, Chennai. Before opening the account, the officials came to our office to brief about the bank and the services they offer. Normally for any corporate account in any bank, maintaining the account at zero balance is quite common. But in Oriental Bank of Commerce, they have deducted nearly Rs. 140 for not maintaining the minimum balance of Rs. 1000. This deduction has been done over the past two months, which I was not aware of and was not told by the OBC officials when they came to our office. I came to know this only through my colleagues and while withdrawing cash today; I took a mini-statement and found that they have deducted the amount. Moreover, I could not make out anything from the transaction slip, (i.e. the abbreviations against each transaction) what these guys have actually done. Another issue is that this bank has only a very few ATMs and most of the times these does not work also. I had a very annoying experience when I visited the bank. I reached the bank to withdraw cash. I went in by 1.20 p.m. The bank personnel told that 1.00 to 1.30 p.m. is the lunchtime, and they asked me to wait and said that after the lunchtime they would call me. So I waited patiently. After 1.30 p.m., I was sitting there expecting that someone would call, but till 1.45 p.m. nobody called me and I was restless, and after 1.45 p.m. I gave the cheque to the concerned person. He collected the cheque and again he asked me to wait. It was 1.55 p.m. and I really got irritated. The person who received the cheque from me collected it and he was busy doing some other work making me to wait. And finally after 1.55 p.m., the cheque was verified and signed and I got the cash. What made me more furious was that I was the only customer during that time, i.e. between 1.20 p.m. to 1.55 p.m. What a great customer service that I was offered by OBC. The funniest part is that they have a tagline saying “Where every individual is committed.” I think they have misunderstood the word “committed.”
Some of the other customer experiences