Jan 21, 2014 02:36 PM
33200 Views
I had ordered 2 Panasonic camcorders on 30th December 2013 making upfront payment(Order No. 3002934781). Order was delivered on 2nd of January 2014 and I was very pleasantly surprised as I wasn't expected such fast delivery as expected delivery date told to me while ordering was 7th January.
However that happiness was short lived and vanished in air as soon as I opened the package. To my utter surprise package contained just one camcorder through every attached document mentions quantity to be 2.
It took some time to me to recover but then I though no big deal. I had ordered product online through some other reputed sites and once in a while they too had glitches in orders.
All it took was a phone call to log complaint and a couple to days to get the matter resolved. This was first time I was dealing with Indiatimes and going by brand name, I was sure that it would same in this case too.
So I went ahead and logged a complaint(case Id: 1230308) and with in minutes I realized how wrong I was in making any assumption. I was told that complaint has been registered and forwarded to concerned departments and it will get resolved in maximum of 20 days. 20 DAYS? What the hell are you talking about? You took 3 days to deliver a product and need 20 days to investigate what part of system faltered?
However, I was assured that it was maximum time company would need and case is being taken up on priority basis and would be resolved much earlier. Given the fact that they had delivered the product in 3 days despite saying 7 days, I believed them in good faith and provided required details along with snaps of product delivered.
But that was just starting. I kept waiting in hope to hear back from them on status but guess what. no response. At last after a week, I decided to call back and inquire about the matter. Interestingly customer care had no clue about the complaint or the status.
Neither they were able to provide me with an alternate number where I could have called and get to know updates about my complaint. I was assured of a call back with in next 24 to 48 hours.
I do get a callback but with just an assurance that we are working on this on priority basis and will soon update you on matter. That was on 10th January 2014, I haven't heard back anything. No mails, no phone call, nothing and today 21st January 2014, when maximum span of 20 days has completed, I am yet to get any information about my complaint or missing product.
I called customer care and I think you can anticipate what response I would have received. Yes, they again don't have any clue and they can't provide me with any contact information whatsoever to inquire about the matter.
Besides the issue that I am facing, I also want to highlight few other issues which Indiatimes need to fix for better customer experience.
1.Order confirmation/dispatch mail mentioned that order is being delivered via BlueDart and contained a link to track delivery however it never worked as package was actually delivered through FedEx.
2.Product description isn't complete as it doesn't give a clear picture of what is being delivered and more importantly what is not being delivered as part of product. There are some standard accessories which people believed will be shipped with some products. If they are not being delivered, in my opinion it should be clearly noted on product description page.
3.I don't see any point in having a customer care department that is not entitled to access any information or resources and only thing that they can do is arrange for callbacks.
Rohit.
