This is an actual e-mail sent to vinod@arcamaxindia. I got the read receipt in outlook, but no response. May be the culture permeates from CEO down. Or may be it was the CEO over the phone who lambasted me, the poor customer.
Anyway, I’m a happy camper having bought a Datamini PC from Vikas Systems. Fantastic response, well-behaved sales people, concerned folks doing telephonic support...but that’s for another day...
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Hi Vinod,
I believe you’re the MD of Arcamax India, hence you’d be the best person to listen to this grievance. My family & I just returned after a few years in US and my wife was looking for a PC, primarily to refresh her Oracle skills. I contacted the ARCAMAX Banaswadi number as given in your front page ad in Times of India last evening at around 6.30. The person who came on the phone was easily the rudest and most condescending salesperson I have ever encountered in my entire life in any kind of transaction.
I have lived a year each in the non-English speaking countries of Japan, Philippines & Malaysia and even there, I have never faced anyone like this, even in the remotest of villages. His entire intent was to argue back on my every question and make me look foolish. In the 15 stressful minutes that we spoke, he tried to ridicule my knowledge levels & experience (I started my career way back in the early 90s looking after Wipro Infotech’s PC channel), trashed HCL & LG, belittled my questions on your pricing structure, manufacturing policies et al.
My IBU is in IT consulting and the first truism I teach the youngsters here is to show respect, empathy and sensitivity to the customer and his concerns. At the end of the day, people typically forget their positive experiences (Not me though) but everyone without fail, remembers their negative experiences and broadcasts them.
Where I stand, my only platform to air this is the company bulletin board (apart from other friends/acquaintances in Bangalore) which hopefully should reach the 40, 000 employees of the company. But I wanted to let you know before I write so that I have completed the feedback loop.
Once again, I’m thoroughly disappointed and stunned by this terrible moment-of-truth (as Jan Carlsson would’ve put it) with your sales person. I only hope the rest of the folks in your company don’t follow this model of conduct. It’s a buyers market, yet I was planning to decide, close and completely pay up in 5-10 minutes. Thanks to his complete lack of respect & aggressive behavior, I would say Arcamax lost a zero-overhead sale apart from creating a furious prospective customer.
I later called up your office again to get the person’s name and I was told that it could probably be Rajagopal.
Regards/Gopi