This is a classic case of Disservice and how you ensure that you leave no stone unturned to irritate and frustrate your Customer.
On 17th Jan'08, i was at Sion circle for some official work. After reaching office i realized that my cell phone (N70) which i bought six months back went missing.
To my shock, i had also lost the mobile pouch that contained a ruby worth Rs.7000/-. Net net... a total loss of Rs.19000/-. Hard to believe, but had no options but to live with the loss. It definitely pinches you hard as you work day in and day out for every rupee you earn and then enjoy buying these necessities of life. I did lodge an FIR with the Sion police station.
All my life i have been a Nokia loyalite and thought that they were the best when it comes to cell phones. But i guess, i was completely wrong with my assumption.
I am a Resourcing Manager and my job involves me to liaise and keep myself connected to my team, prospective candidates and placement consultants all the time.
Without a cell phone, i was completely handicap and had no option but to buy one.
Having heard about the Subhiksha stores (who claim to be the cheapest) i visited their store to get my best buy. About 8.30pm in the evening on Sunday (20th Jan'08) i bought a Nokia 7500.
As they say, looks are deceptive. So was the case with my new cell phone. On Monday morning when i was travelling to office, the phone just hung up. I had never faced such a problem, ever since i am using mobile (since 2001). A common sensible approach was to remove the battery and restart it.
The phone hangs up again in the evening, i am shocked and irritated. With my busy schedule, it was highly difficult to get to Subhiksha and ask for a replacement. The same series of events repeat on Tuesday (22nd Jan).
On Wed evening (23rd Jan'08), i visited the Subhiksha store and explained the concern to them. On record, i would like to confirm that they are one of the worst retail chains in India with no standards defined on how to deal with a customer.
The counter staff, refused to listen to my concern. All he had to say was that i have come after 48 hrs and hence they are not liable to own the responsibility of the phone. They demanded a proof which could prove that the phone was not working.
After a 30 minutes heated discussion, they agreed to take the phone and send it to the service centre. The next day (24thJan'08) their staff calls and confirms that the phone is working fine and i may come and collect.
Obviously, i was not convinced. I requested them to keep my phone for one more day, during the course of my conversation i realized that they have not sent my phone to the service centre as committed.
On the subsequent day (Saturday) i had to collect my phone from subhiksha. The same day, I was also scheduled to travel to Agra for an important conference and staying connected was a must!!
On Saturday (26th Jan'08) myself and my brother visit Subhiksha (it should be Sikhsha... that is Punishment) and checked on the status. The counter staff confirmed that the cell was not sent to the service centre and was with him for his personal use. He also confirmed that he will not be able to replace the phone.
Can you imagine the service standards at Subhiksha mobile!!! and the quality of people at their stores.
We decided to collect the phone as i had no option but to leave for Agra. For all good reasons, i was unable to use the phone as it refused to start and would hang up after three-four hours.
I was frustrated and decided to switch it off.
With the temperature touching 5 degrees at Agra, i fell sick after my return from Agra on Wednesday (Jan30th'08). Two days (31Jan-1st Feb'08) went by and i had to live with all my anger and irritation.
My brother approached his friend who works for Nokia at peninsula on Saturday (2nd Feb'08). His friend confirmed that it was a software issue and it would get resolved if we change the software.
For a day (Sunday 3rd Feb'08) everything was peaceful. I left for office today morning (4th feb), and history repeats itself... the unthinkable had happened.
Yes my phone has stopped functioning since morning and i am helpless.
There is no way i can approach Subhiksha, i am not willing to go through so much pain for no fault of mine.
I refuse to use or endorse any of the Nokia product. I have spent enough money on travel; phone and my painful experience by no means can be compensated for. Its time that you change your tag line from Connecting People to Disconnecting Customers.
As a suggestion, please do not use Subhiksha going forward, they will ensure that you will lose you credibility further more.
cc: Consumer court, CNBC Awaaz.
If nothing works, this communication goes to Mumbai Mirror and Hindustan Times.
Regards,
Vaishali Kamble
Landline (Off):66789155 (9.30am to 6pm)
Landline (home):022-24079499. (8pm-11pm).
0 comments