Apr 13, 2008 06:59 PM
1076 Views
(Updated Apr 18, 2008 10:11 PM)
I have been having a nightmarish experience with customer support who has been giving me different excuses each time I call up to enquire about the status of delivery.
*Placement of Order on Saturday, April 12, at 4:30 PM:
*On Saturday, April 12th, I called up customer care at around 4:30 PM to order for two movies to be delivered to my residence. Customer care informed me that the movies will be delivered on Sunday, April 13th, afternoon by 1:00 PM.
*Status Check - 1 on Sunday, April 13, at 2:00 PM
*At 2:00 PM on Sunday, I checked with customer care, to be told that the movies will be delivered by 2:30 or 3:00 PM. Also, the executive said that she will check the status and give me a call, which never came.
*Status Check - 2 on Sunday, April 13, at around 3:00 PM
*When I called this time, I was told that the delivery boy has just left from office, and that I will receive the movies by 4:00 PM.
Status Check - 3 on Sunday, April 13 at around 4:30 PM
I placed a call to customer care who said that they will check on the status and will call us back. I then got a call from customer care, who told me that the movies will be delivered by 6:00 PM. He mentioned that the delivery boy had left at 10:00 AM but due to a breakdown in his bike, he was stuck at the garage. I very clearly informed him that if the movies are not delivered by 6:00 PM, I would like to cancel our membership. I explained that there is a difference in beginning to watch a movie at 2 in the afternoon vs. 6 in the evening on a Sunday, considering that the next day marks the beginning of a week at work.
*Status Check - 4 on Sunday, April 13 at 6:00 PM
*I still had not received the movies as promised. When I called customer care, I were told that the delivery boy had left from office just then. I demanded to know how the status checks were being done and were given the number of the Operations Team 080 6695 1009.
*Status Check - 5 on Sunday, April 13, at 6:10 PM
*When I called the Operations Team, they told us that due to some'technical difficulties' the movies were not delivered on time and will be sent by 8:00 PM. I have asked him to send across the full refund instead of the movies and cancel our membership.
Status Check - 6 on Sunday, April 13, at 6:40 PM*
*I placed another call to Customer Care after sending this email to gather information about cancellation of the membership. The call was again received by the same person, who again told us about the motorbike breakdown issue. In a long, detailed conversation I clarified to him that I do not want the delivery anymore and that I would like to cancel our membership. He put me on hold saying he will check with the delivery boy. He then informed me that the delivery boy was still stuck at the garage with 7 videos to deliver, and that he will come by only at 9 PM or so, and that he is waiting for instructions from us on whether we want the delivery or not. We told the person to instruct the delivery boy that we no longer want the videos. He said he would communicate the same to the delivery boy. He also asked me to send an email tosupport@seventymm.com for cancellation of membership and for full refund. I told him I have already sent the email and he said we can expect a call from you within 24 hours.
Delivery
The delivery boy turned up at my residence now - at 9:30 PM. We told him we do not want the videos and that we are cancelling our membership.
I do not understand the inconsistency in the excuses given by the seventymm team.
I hope you future customers will make a note of this as feedback and spare yourself of the shoddy service of SeventyMM.
