“Hye, could you just help me out?”, I asked the busy shopkeeper.
“Yes sure , tell me what is it that you want?”, he asked.
“Um.. I want to buy a sim card for my college going cousin sister.”
“Yes, you can go for the post-paid connection of Hutch. It provides good connectivity and best-of-all offers real value for money to students.”
“But, I heard otherwise.”
“Ahaan.. what did you hear and from whom?”
“Well, I heard from some opinion leaders and their feedback was negative. They told me that they’ve faced a couple of problems on few occassions.”
“Forget those guys! trust me sir, this is good.”
“I thought for a second and eventually settled for the deal as I was tired and not really keen to do much of research.”
Two weeks later, my sister started facing some connectivity problems. I advised her to speak to the customer-care guys to resolve the issue. The problem was solved though she had to waste some bit of her time. After a couple of days, the same problem occcured but was solved due to some painstaking efforts from ourside.
This was just the beginning of her misery, to add on to connectivity issues, her latest bills included charges from the past months even though the due payments had been made. The final nail in the coffin came via sim-card problems. Repeated requests were made to the customer-care deptt. to replace the card. Eventually, after about one month of repeated calling the dead phone came alive.
The next instant, there was a call from the customer-care center. The question from them was not about the card but instead to enquire whether my sister had received the bill.
The next day, the poor customer got the bill with misc. charges of Rs. 100 being levied for the card. The customer’s fault she had asked to replace her faulty sim-card.
Like an irate customer, I shouted at the customer care guy and asked him,” Is this what you call quality service at Hutch?”
The listless customer care executive said, “I am sorry for the inconvenience Sir !!”
At the top of my voice I shouted, ” Can you simply take this damn card from us ?”
“I am sorry for the inconvenience Sir !!”, the executive said.
Not ready to listen to him I yelled again, “Give me the number of your manager.”
Like an automated voice he said, “I am sorry for the inconvenience Sir !!”
“Huh, I am asking you something and you’re going on saying the samething again and again.”
“I am sorry for the inconvenience Sir !!”
Forget, the dreadful quality of card, my concern is with the quality of customer executives. Are they automated human robots? Can’t they be trained beyond a certain point” Is this what you call customer service at its very best?
If not, there are some lessons for Hutch to learn. Don’t charge your customer for replacement of a faulty product. The problem is with your product, why are you charging your customers for that?
(Image source: techtree/hutch)