1) The Positive Experience!
          

          
On March 23, 08 we stepped out to research on a new washing machine as it was time to retire our 6 years old front loading workhorse. We went to our local and trusted dealer and did some initial research on price and models. We stepped out a bit more informed but wanted to try one more outlet before taking the plunge.

We landed in Reliance Digital, Cunningham Road. Bangalore. The entire experience was good along the following lines as we decided to buy LG Tromm F/L 6.5 kg

In the store
- The sales executives took ample time to explain all the features in front loading and top loading and the offerings of the different brands
- No aggressive selling by the sales team. They helped us take our time to discuss and compare and were upfront about the timelines of delivery and installtion etc. This was a huge relief else you normally have sales folks breathing down your neck to take a quickie decision.
- The layout of the goods is clean and uncluttered. It allows you to get a first hand feel of the appliances without getting into the way of other consumers or appliances
- There definitely is a price advantage in Reliance Digital as compared to the local dealers and no additional charges when you use your plastic money (debit or credit)
- Comprehensive service program - ResQ makes it very convenient to meet all service requests from installation to regular servicing activity
- Exchange price is fair (?) but as a hopeful consumer you will always expect more :)
- The entire billing process was smooth & took about 10 minutes (as we had multiple modes of payments) and included giving the address and preferred time for delivery and pick up of the old machine.

Post Purchase:

- The person came to deliver the product @ 2:00 p.m. on the next day (Monday March 24, 08) We had indicated a time after 6:00 p.m. but the person claimed that ours was the last delivery and hence he had come and was ready to wait till late evening. This put a bit of a moral pressure on us and we had to remotely arrange for getting the product delivered and the old one picked up with the help of our neighbors and our house maid. While it would have spelt as customer delight for many, this to me was indequate planning of time and delivery schedule which caused a lot of personal hassle
- The same applies to service engineer who came for installation on Tuesday March 25, 08. He too requested for the installtion to be done by 6:00 p.m. as he stayed very far :). Personally I have no issues meeting such requests because humanity does not hurt. But for working professionals there are many things out of our control and when a time is indicated, it is done taking into account all these external factors. While I am happy that the product installation was done before time, it is important that the team be sensitised to the time slots given by the customers.

Personally the experience @ Reliance Digital was satisfying. Its a pity I dont recollect the names. But as I and when I get them, I will update this review.

2) The Dissatisfying Experience
On Sunday April 13, 08 we tried to call them to enquire about some deals that were published in the paper. From 5:00 p.m. till about 6:00 p.m. we unsuccessfully tried to reach their landline and one mobile number attributed to a gentleman Arun was switched off! These are the numbers that were published in the ad and are also registered with Just Dial. If there is no system in place to attend to these calls, then why go out of their way to advertise all of them? Whats worse is that a mobile number is published to give a ’personal’ touch to this entire experience. But an instance like this can turn it against any service provider.

As they say one person’s loss is another’s gain. Reliance Digital’s failure to respond to landline calls helped us explore CROMA and make a purchase.

Review on CROMA, after the transaction closes :)

Addendum: The latest HDFC bank about customers not waiting is a good representation. I am paying (and through my nose) therefore I expect zero error transactions. Its not always possible but its important to sincerely work towards it. If we continue with our infamous ’Chalta Hai’ attitude, we would be bequeathing a sub quality world to the next generation :)

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