Vinish Garg

Technical Writer. Published Author.

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): *… 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:

I completed an online form at: 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: No text, email or call till date. (Again airtel is miles ahead and the best in this regard.)

Consumer Consumed. Process Processed. Food Chain?


Written by Vinish Garg

May 23, 2011 at 10:52 pm

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