First of all congrats to HDFC for having been able to live through the eye of the regulatory authorities so far. A Job Well Done. Only possible in India I would say.
I mean you claim yourself to be one of the top banks of the country would you guys not agree that being receptive to the customers would be sensible. I mean its not like you give anything for free but you guys can at least provide good customer service. As a consumer I do not think that's asking too much
Any request for customer service with HDFC beats their own SLA levels
1. A simple password recovery request takes more than 3 weeks because HDFC goofs up where to send the courier. Like how can that ever be possible. I fail to understand. Even when done the representative does not have the courtesy to send an apology mail or rather even confirm whether I did receive my password.
2. Who does the content management for your web site. It makes 100% sense for an entity of scale like yours to at least mention what are the working hours for the customer service desk. I understand that you market yourself as 24/7 customer support which I do not think is true. Its like your website was designed on the side w/o paying any thought to what the customer should be be informed about.
Note: A mail to the same accord has been sent to the email address listed [email protected] just incase someone notices.
Some Suggestions
1. Lets accept the fact that 'customer is the king'. Even in countries like Canada which have a near monopoly of industries like Telecom and TV - companies still stick to providing a much better customer service. Think about the value add you can have to the customer experience.
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