HT, Telebrands
Quality of Customer Service

I want to share my "worse" experiences with Customer Service of HT and Telebrands.

Hindustan Times

I contacted their customer service to follow-up on coupon booklet. The events we as follows:

- They said the booklet is in depot and I should contact their sales executive (I don't understand why I have to contact? They should have the information on if was delivered)

- But ok..so they give me contact details of their sales executive - which is either outdated (so call again), then the next number is switched off (he is supposedly the zonal manager), No alternate numbers

- I asked to speak to their manager, I get an answer that they are not "authorized" to let the customers speak to "customer service" manager!!

- As if that was not enough of irritation, a CSA (customer service Angel!) told me to trust them because I have anyway trusted them for 4 months.

- So they said they will coordinate and I should "trust" them that I will receive the booklet. Do they even know when someone can "trust"? Its impossible to trust when I am waiting for a small thing for 4 months and get all incorrect information.

Finally, I don't know why, but I am trusting him until this evening.

Apparently, they feel that I should trust them-wait till saturday because they cannot let me know anything unless I call them! They are not allowed to call the customer.

When they have to sell the subscription, they follow you like a shadow with so many calls on your cell phone - but remember thats money coming in - so its good. Customer service is for existing customers - so it doesn't matter - they are already customers. Focus is on new business - not entertaining existing customer requests!

Telebrads:

I bought nicer-dicer. It was delivered - but one jar was broken. So I informed them and they said they are sending it.

So finally after 2 month wait - I call again. Their setup is quite mysterious.

You have to call a single number.

If you are ordering, they will talk to you. But if you need to speak to customer care - they will redirect the call.

Why not have a separate customer service number?

Now funny part is, if this Customer care is busy, the original CSR - who is trying to transfer the call - is stuck with you. So (s) he asks you to call back.

So we are supposed to keep calling back (but not hold) until the customer care number becomes free.

If you say, you will hold - he outright says no and disconnects!

What a frustrating experience!!!

This is sooo opposite of experience in developed countries. There, they will go to any lengths to make sure customer is happy - even if they immediately cannot fulfill the request.

I think, we need to understand that

- existing customers are equally important

- Customers don't call because they don't have anything better to do (exceptions prove the rule)

- You should not hang-up on customers. Thats downright rude

- Have patience to listen to customer. Let them finish their sentence before you jump to conclusions

and so on..

I think its a whole philosophical change.. There is LONG way for us compete with other countries in customer service.

Company: HT, Telebrands
Country: India

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