Vinish Garg

Technical Writer. Published Author. http://www.vhite.com

Consumer. Process. Food chain. Consumed? Processed? Chained?

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We are all part of food chain as I read 22 years back. And now when we talk about products and consumers, I can understand it better than merely that *lions eat dogs and dogs eat rats*.

IFB: For Washing Machine

I purchased IFB Washing Machine and was told to call Customer Care(less) to request for a demo. I called up and opted for *Hindi* language from IVR. It went on like this:

Call 1 (Executive name: Nikhil Vishwas):

NV: Sir, what is your name?
VG: Vinish Garg (spelt and explained each letter independently)
NV: Sir, phone number?
VG: 98550 63643 (nine eight double five zero six three four six three)
Address: Flat no 40 (four zero, forty), fourth floor, Tower B, Spangle Heights…
NV: PIN code sir?
[Vinish]: He did not ask for city and whatever address he was interested in, I had to say it 3-4 times
NV: Sir, PIN code?
VG: 1 (one) 4 (four) 0 (zero) 6 (six) 0 (zero) 3 (three)
NV: 203?
VG: [repeats]
NV: Ok, what is the model number?
VG: Can you tell me what PIN number you noted?
NV: 203401
VG:  Are you not able to understand me?
NV: Tell me sir, are you talking about washing machine or a microwave?
VG: Washing machine, as I already told you
NV: Sir, what is your name?
VG: Vinish Garg (spelt again)
NV: Sir, phone number?
VG: 98550 63643 (nine eight double five zero six three four six three)
Before NV could speak, VG: Why are you asking these details again?

NV: Sorry, system down, I lost the details so I am asking again
VG: (  )
NV: Sir, is it with warranty or without warranty?
VG: As I said I purchased it today, of course within warranty.
NV: Sir, it is in our process to ask.

VG: Ok, what all details that you need?
NV: Sir, what is the PIN code?
VG: Grrrr, 140603 (one four zero six zero three). Which place are you calling from?
NV: IFB Global
VG: Which city?
NV: Kolkata
VG: Ok, what is the PIN code that you noted?
NV: 140663
NV: Sir, what is the model number
VG: Grrrrr….I am 1976 borne and I am within warranty period.
NV: Sorry sir, our system is down, please call later…

———call over———–

Call 2 (Executive name: Sudeep)

If the above conversation was an act enacted on stage for a HIT TV program, the second call was almost a *copy*. The most hilarious part:
Sudeep (in the middle of call): Is it within warranty or without?
VG: I told you that I purchased a new one today.
Sudeep: Sir, it is part of our process to confirm it.

I called up 3rd time and opted for the language *English* in IVR. The call went reasonably well.

PS: I understand that both executives could have handled the *warranty question/response* like *Sir, we understand that you have got a new product, however, sometimes a few new models are sold under special promotional packages and hence without warranty*. I spent total of 50 minutes on three calls which should not have taken more than 10 minutes.

Airtel Dish TV

I respect Airtel products and services by heart, be it cell phone service or internet broadband. Yesterday, I thought of purchasing Airtel dish TV for my home and visited the site. Before I could locate the contact details for *new connections*, I landed at *customer support* and just dialled the number by mistake. It went on like this:

Executive (As far as I recall, it was Mandeep): *…..how may I help you..”
VG (Not sure how he started the call): I want to purchase the Airtel dish TV product and to subscribe to its services…
Exe: What is your customer ID?
VG: I don’t have any, I am calling for first time.
Exe: Sorry sir, I cannot help you. You need a customer ID to seek any information from me.
VG: How do new customers interact with customer support? Can you give me some number where I can call? (by now, I realised that I called up at wrong number.)
Exe: Ok, What exactly you want to know?
VG (surprised): I want to purchase a new Airtel dish tv connection…
Exe: hmmm
VG (continued)
Exe: hmmm
VG (continued)
Exe: hmmm

VG (the hmmm was really irritating. This is not the way to listen to customers.)
.
And the executive winded up the call as if an Indian (who is over-trained may be? Arrogant?) sitting in New York. American accent. Fast. I don’t care. It was not his business.

PS: I completed the online form for requesting a new connection and next morning, I got a call from Manoj. He was polite, patient and professional. Manoj guided me through the process well. I was happy more because at least I got a call for completing on online form unlike some other *players* (see next section for details).

Water Purifier

I wanted a water purifier for my home and while doing some research on some leading brands, I landed on the websites.
I landed on eurokefobes for Aquaguard and tried to locate a franchise in Chandigarh (or in Panchkula/Mohali) but could not. There is no option to select city of Chandigarh (neither in Punjab or Haryana though Chandigarh is capital of both these states), see at: http://www.eurekaforbes.com/franchiseelocator.aspx.

I completed an online form at: http://www.eurekaforbes.com///Demo_Request.aspx few days back. I have not received any email or text or call till date. (Airtel is miles ahead and the best in this regard.)

I landed at pureit website and requested a demo at: http://www.pureitwater.com/IN/home-demo. No text, email or call till date. (Again airtel is miles ahead and the best in this regard.)

Consumer Consumed. Process Processed. Food Chain?

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Written by Vinish Garg

May 23, 2011 at 10:52 pm

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