Truly poor dispatch services of Axis Bank's courier service_Bluedart Courier. I have requested Axis Bank to dispatch me cheque book on 8th June. On 10th June I got sms on my mobile that my cheque book is couriered. On 12th afternoon I called up toll free no.s of Axis Bank to confirm the status. The representative after spending around 10 minutes time with me taking all my information said they cannot give me status as the systems are down. In evening I tried again their no. Again after spending 15 minutes time they told that "Systems are down". Till yesterday 14.06.11 I didn't receive the cheque book.
I called up Toll free no. and took my home branch Krishna Nagar's phone no. that always kept going unanswered. I somehow manage to get Krishna Nagar Axis Bank's Operations Head Mr. Amit's no. I called up his mobile no. 09582801662 at 3.16pm, who said he is busy in meeting and will revert. I got a call from Ms. Komal from branch at around 6.15 pm who confirmed that the cheque book is couriered on 10th and will reach me in a day or two further. I was shocked to get this response that even international couriers are being received nowadays in 4 days and local or even other metro's courier would take 6 days time to reach???
I told her that i badly need the cheque book for my home loan purpose, she said 'I can give you Blue dart Courier's docket no. as well as their contact no. you may contact them and ask for the status.
As a helpless customer I had no other option than taking courier details and follow up with them. My husband called up Blue Dart courier's no. 011 66111234 (call centre at Jasola, Delhi) and spoke to Ms. Meenakshi, who said that courier with docket no. 43755427962 was returned due to door lock found twice. He told Meenakshi that my home is never door lock as my mother stays back 24 Hrs home. She showed no answer for this and said by tomorrow some would come and deliver the packet. My husband told her the urgency and asked her why I was not contacted in case of door lock, why I have to follow up with you guys. She said she'll get the cheque book delivered first thing in the morning. My husband must remind her around 9 am in the morning.
Today morning my husband called up and spoke to Ms. Anu and gave again the whole details at 9 am and at 10 am again as he took short leave from his office to receive this cheque book as these are to be submitted to my home loan account on SOS basis. Till 11 am there was no whereabouts of courier guy. I called up Call Centre again and spoke to Ms. Zeba whom I told the whole story again and she said before 3 pm today the packet will be delivered. I told her that my husband has taken short leave as he was told by Meenakshi that first thing in the morning the packet will be delivered. This way another complete day of ours is wasted by pathetic dispatch services of Axis Bank as well as Blue dart services. Zeba said she'll talk to the concerned service Centre at Jhilmil Industrial area and revert in next 10-15 minutes.
No call back received for one hour. I called up again and her colleague said "she is busy on other calls, you call up again after 10-15 minutes as we can't keep phone on hold for more than 2-3 minutes"... Surprised customer services. I called up again and soma male person took my call and asked me to call again as Zeba was busy on taking other customer's calls. I kept holding till around further 10 minutes till Mr. Rohit Asst. Manager who listen to my complaint and reverted in 10 minutes time to show that he can do nothing more than feeling sorry and can get the packet delivered by 3 pm only.
Can Axis bank answer? :
1. Does it take 6 days for a cheque book dispatch? Why can't a customer collect it from his Axis Bank's home branch in urgent required cases and he has to keep waiting till he is kind of obliged by Axis Bank's services?
2. Why instead of following up with their courier services thay give docket details to customers to keep fighting on with courier services and wash their hands from their responsibility?
3. Why blue dart couriers always find customer place lock where is my home is NEVER LOCKED as last time also the same thing happened and I collected the cheque book from branch? When will blue dart stop giving false feedback to customers???
4. Why not Blue dart courier calls up customers to confirm their address/availability status if they receive the packet returns?
5. Why a customer's urgent request giving complete details of urgency goes in deaf ears of call centre staff and an urgent delivery is also promised for by 3pm??? Even when it was promised for the first thing in the morning???
If I don't get this cheque book today, I'll publish this letter in other various consumer sites and consumer forum.
Pratima
09717198276
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