Showing posts with label service quality. Show all posts
Showing posts with label service quality. Show all posts

Friday, April 25, 2008

At this rate...

... I will swear off this country's prospects for development. I have been behind Whirlpool for a week now and everyday, the customer care centre assures me that a technician will come to fix my problem. Btw, my 'problem' is that my brand new refrigerator came with a broken ice tray, and rather dusty interiors. And I'm still running behind their really pathetic service set up to get at least the tray replaced.

In the meantime, DTDC has managed to lose some of the stuff my mother couriered - they seem pretty confused about how many items they've lost. They charge as much as a plane ticket to my hometown, and don't even bother calling up to say they are delayed. Its been 5 days post their 3-day delivery schedule and I don't even know if they are going to deliver my stuff this year or the next. No wonder my green-card-holding-US-relatives complain about living standards in India!

Monday, April 21, 2008

Moving again

Three houses at Andheri, a couple of months at Colaba and now I have landed up at Wadala. That makes it the fifth house in 4 years, and 11 moves over 12 years. If anyone tells me I have to move again in a hurry, I solemnly swear that I shall scream.

Btw, did I tell you that service quality in India s$#%s BIG TIME? For example,

(See missed call on the phone from Whirlpool customer care and call back)

Disembodied Voice (DV):
Hello, Whirpool service centre.
Me: Hi, I'm calling from (number), I received a call from your centre.
DV: May I know who I'm talking to?
(Couple of exchanges while I give him my name and explain that I have lodged a complaint for my fridge and washing machine. Could he please send someone over on Saturday/Sunday because I'm working during the week?)

DV
: Yes ma'm, you wanted an ice tray.
Me: No, I don't want an ice tray. The one in my brand new fridge came broken and you have to replace it.
DV: Yes ma'm, you have lodged a complaint.
Me: Yes, I know that. Could you please tell me why your service centre was trying to reach me?
DV: Yes ma'm, you wanted an ice tray.
Me: Of course I did. But why did you call me?
DV: You lodged a complaint.
Me: Yes, so what about it?
DV: Do you want an ice tray?
Me: Yes, I do. Are you planning to give me one?
DV: Yes ma'm.
Me: ????
DV: Will you be at home at 5 p.m.?
Me: I just told you I want someone sent over on Saturday/ Sunday.
DV: Can I send someone over tomorrow?
Me: ??????????
DV: Will tomorrow be ok for you, ma'm?
Me: No, Saturday, Sunday!
DV: Ok ma'm, we will call you.
(Hangs up)

You dont want to know what happened with Haier!