Today I sent the following mail to the PVR Customer Care, Let’s see if we Indians are ready to change ourselves to become more customer oriented. I was reading in today’s news paper that we Indians tolerate
lot of wrong deeds in our daily life and hardly report because of "who cares" attitude. I hope we need to be more concern about the society rather than about our self only.
I want to talk about a bad experience with PVR staff in Bangalore some time back. PVR cinemas is an excellent multiplex service provider which I am using from last 6 years or so and I expect a high quality
customer service from its staff. Please read the next lines only if there is any action/investigation is going to be in this regard and I will be communicated with the same because it is the case with the PVR,
Bangalore management itself else please ignore this mail and delete it.
Couple of weeks back, I went to watch a movie with some of my friends in PVR Bangalore. We booked the tickets online and unfortunately the Credit Card holder was not with us as he was traveling to Chennai. I asked the executive to issue me the tickets as I had the registration number and
I showed him the SMS received on my friend’s Cell which clearly says that it has been received from "PVR-Web". In response to my request, I heard a rude comment from the executive saying that he will not issue
the tickets as I don’t have the Credit Card.
He asked me to get at least the Credit Card number. I requested him that my friend booked the tickets first time using your online facility but there was no affect of my request on him. Suddenly, he raised his voice and started using the malice language and asked me to go away from the counter. When I
asked him to take me to the Branch manager, he came outside and pushed me with his hands on my Chest. After I asked him to behave properly, he told me that he, himself, is Bangalore PVR manager so I can’t do much and he will not issue me the tickets at all.
I just have a simple question to ask, Is it the way of treatment we expect when coming to a nationwide renowned chain of multiplexes? Your executive behaves like it because he knows that Indian customer
feedback doesn’t matter and Indian organizations hardly bother to take an action against that. I am sorry to say that but it is an Irony for our country. If he would have been an employee of any International or
US based organization, he would have think hundred times before behaving like this with a customer.
I request you to take a strict action and set an example for other employees. Also, other customers
will come ahead and share their experiences with you which will help you in making PVR Cinemas a better organization day by day. The executive’s name was "Sid" who I mentioned in the above case. You can
always reach me at XXXXXX@XXX.com or at my Cell number: +91-XXXXXXXXXX for any clarifications and follow ups. Looking forward for an example for our industry and society. Thanks and Regards, -Amit RESPONSE FROM PVR MANAGEMENT:==Just 5 minutes back, I received a call from Dheeraj (PVR, general
manager) apologizing for the issue.
Also he told me that the disciplinary action has been taken against "Sid" and has given a
written warning notice to him. Also as per their policy, he will be send to two months training program.People, I hope you got my point which I mentioned in my earlier post. Our system and society is changing but we need to help the authorities with taking a little pain to make it faster and better change.Let’s dream for a better India and do our best whatever we can do.