Poor Customer service in India has become a norm

The telephone at my residence was giving a lot of trouble since last 15 days and after having registered a complaint with the service provider and unable to get any response from them I finally had to write them quite a harsh letter which finally worked and my problem was sorted within 24 hours. I have pasted below the contents of the letter that I wrote to them, in case anyone faces a similar problem or if you have some suggestions to add please put them in comments for getting a faster response from such companies.

Dear Sir/ Ma’am

This is in reference to my complaint no. xxxxxxxx for telephone no. xxxxxxxx lodged since 13th Oct 2006. The complaint has not been attended after giving so many calls to customer care.

The complaint that I have lodged is that the adaptor of the phone is not charging the battery for an unknown reason and because of this my phone is not working since that day. This is not only causing trouble to me as I am not able to call anyone nor people who have my number are not able to get in touch with me and my family numbers. I have been reassured at different times by customer care staff that my complaint will be attended in 1-2 days time whenever I give them a call and there has been no action at all, not even a call from their end to let me know the status why the complaint has not been attended.

My purpose of writing to is that to make you aware the resulting loss of revenue to xxxxxxxx Co.. as well, as my phone bill that comes around Rs. 2500 - Rs. 3000 per month , so in the last 15 days you have lost a business of around Rs.1250. If you are ready to bear further losses from our end you are most welcome to continue in such a fashion.

Apart from monetary losses this will also lead to a loss of reputation to your company as I have my number circuclated to say around 200-250 people and when they are unable to reach me , they will contact me on mobile but from me they will come to know about your bad service and that my complaint not being attended.

This is to finally warn you that if my complaint is not being attended in next 24 hours (or by the end of 27th Oct 2006), I would have left with no option but to file a complaint against you in Consumer Court for undue harrassment that has been caused to me by your company. I would also ask you to give me rental reimbursement for the period since my complaint has been lodged till the time you take further to get my phone in working condition.

Thanks & Regards

[ Name, ]
[ Phone, ]
[ Address ]

At this time, when India is witnessing a revolution in consumer sevices but the companies are unable to cope for the need of having a good relation with customers and every now and then customers have to bear the wrath of poor customer service. I guess the time will come when the market becomes saturated when these companies will have nothing but to win customers on the basis of their service.

Tags : customer service india ; customer experience ; india