Sunday, July 12, 2009

Shocked, stunned, and utterly bewildered

Customer service in most sectors in India is pathetic to say the least. The so-called customer care executives are ill-prepared, sometimes ill-behaved (the callers are supposed to be ill behaved not them for god's sake! Although I strongly protest rude behaviours of customers with the executives), and most frequently plain ignorant! They have absolutely no clue about what they are doing and behave as though they are doing the customers a favour by giving them proper customer service.

The thing is, the concept of customer service has been alien to the Indian way of life until the huge economic, social and the paradigm cultural change/explosion which took place in the late nineties and the early 21st century. Since then the country has never had to look back, economically, politically, strategically and in various other aspects. But unfortunately, the sloppy Indian "chalta hai" (it happens) attitude clearly hasnt got accustomed to it even now!

And why do I say all this? Here's the story. I was unhappy with my Vodafone GRPS and wanted a more stable GPRS with less server outages. The only other option I had was Airtel, and I decided to go for it. What a stupid mistake that was!

Its almost a day since I took the connection, as of now, my GPRS services havent still been activated, although I have already paid them for my GRPS for this month! And to add to my woes, the Customer Care isnt responding to my calls! The stupid guy simply hung up while I was speaking! And to my utter surprise I found that I could no longer reach the customer care because apparently they had blocked my access to their support number. I later learnt that once such a thing happens the customer care is usually out of reach upto one week!

I am just stunned at how insanely nonsensical and callous the customer care folks can be! How on earth are companies paying money for these guys! I know I'm being harsh, but just imagine being stuck with a new SIM, with an inactive GPRS (after paying them money for it) and not being able to do anything about it, coz the customer care is dead! Simply dead! For god's sake why even have these offices if the company's not willing to give proper support to its customers.

Am really shocked, stunned and utterly bewildered at this apathy.


1 comment:

  1. Welcome to India Mate ! How can I help you today ?