Bear with me for this long monotonous script which I have to narrate to you taking permission from HT call centre supervisor to do so to escalate this issue.
Around Feb 19th I had called into HT media to ask for renewal of my subscription for HT which was expiring in Feb. I was expecting that within a week to 10 days I will get the renewal coupons for me to start March with the coupon booklet.
However what has unfolded makes me think why should I be taking so much trouble for just a newspaper. However, I believe in positive approach and hence this final attempt.
On 19th Feb, the IVR provided me with certain options which asked my contact number but didn’t find it in the system – which to my surprise was registered in your system despite being a subscriber since 2007.
However, being the first time, I overlooked this and went ahead to provide my details to the executive on the phone.
She looked up my details and could not locate my number but with my name, the details were available.
However, the issue which I figured was that in 2008, I had enquired about Mint subscription and the details I had provided then were of my office address.
This information was captured in the system as my primary contact address though the residence address given in 2007 during HT subscription was what I had highlighted as my primary contact address. HT was being delivered to my residence address since 2007.
Regd. the subscription she said that someone would get in touch with me soon to come and collect the cheque for the renewal.
It’s 2 weeks since then and I hear from no one. I call the IVR again, But again I face disappointment and have to go through all the rigmarole of narrating my story to the next available agent. This person could not locate my details in the system at all. Moreover, the way these execs are trained that they stand like brick walls where people have to break their heads but these individuals will do only what they have been told not to do.. which is to not listen to the customer.
This time this individual asked me to talk to my paper vendor and hand over the cheque to him or to give it to the sales exec. of my area whose name and number she provided.
Since March had already begun when I called the second time, I was requesting the sales exec. to help me get the coupons from March onwards despite the time lost in waiting for someone to come and collect my cheque.
The sales exec. I called said that he does not serve the area where I am located as the vendor in my area is under some other executive. And he would be in a position to negotiate with the newspaper vendor about this arrangement of backdating the coupons which I would eventually receive.
Confused about this, I took the details of this other exec. who was looking at distribution of my vendor, and tried to reach him. This specific individual has never picked up a single time I Called him.
Almost 2 weeks passed trying to reach this new exec
So I Called the first sales exec. again AND Somehow he managed to conference me with this guy who asked me to SMS me the details of my old coupon, my name etc. and said that he would come and pick up the cheque soon.
It is now end of March and there is still no news of anyone coming to collect the cheque.
The newspaper vendor on the other hand has always been saying negative about HT not paying him on time etc. so he was not willing to take up my cheque for the coupons.
However, I call HT again in the first week of april trying to understand this whole mess. Again, my number is not updated in the system, again I talk to the exec. give her my story, she puts me on hold, and the call disconnects.
I call again and go through the same screwed up experience.
This time this lady again could’nt locate phone num but with my name, she pulled up my office address and I had to correct her saying that my home address is different.
And that I need to give the cheque to the exec. who I was told would come and collect. She goes into the background putting me on hold and I am this time told that I should courier the cheque to the HT office but I will not get the coupons from MARCH as it is already April that I am calling in.
I try to follow up in parallel with the sales exec. the next day and he asks me to talk to him manager. His manager is all the more unhelpful saying that since I am talking to him for the first time, whatever has happened is not his botheration but I need to pay the amount and I will get the coupons from May onwards.
With all this mess, finally I end up paying the monthly bill to the newspaper vendor for Feb and March
yesterday gave a call again to the HT call centre.
after 2 attempts I am put across to the supervisor Ms. Sandhya who has taken my details, provided your name, dug up my past details and said she would escalate this in her capacity.
what now?
