An excellent example of misguided customer service is Touchtel. This is my personal experience. We went for the option of touchtel over BSNL only owing to the urgency and criticality. Inspite of repeated phone calls to customer service, higher officials (zonal managers), we got the connection only after 1 and half months. The excuse was the Aero show in Bangalore. What does an Air show in Airport have to do with my residence atleast 5 kms away? God only knows!!!
Next comes some kind of booklet that guides us through the operation which they failed to give and swore that they had given. Then we pleaded and got the booklet just to lock our phone.
And now we need a transfer of the phone from one place to the other and each time we call the customer service, we get a unique innovative reply.
Connection to new place is not at all possible.
Connection may be possible based on scrutiny.
Connection is possible in 10 days.
Connection is possible in 1 month.
We did not receive your request.
We have received your fax but not on the faxed date.
We even went to the extremes of getting their names and employee ids. And the worst part is they would not even lodge a compliant and they would not let us talk to a higher official. I wish they cut the connection. I can atleast have some peace.