*14, May, 2009
*Probably you would agree, we Indian consumers are a resilient lot. We are harrassed, ignored, offended by indian sellers time and again. Here is my latest experience with Big Bazar, Chennai
We don’t pay any less than the UK/US customer, then why this 2nd class status?
I booked a Whirlpool-WAWR18G30 1.5t window AC from Big Bazaar Thursday, 23rd April. They were supposed to deliver it on Sunday, 26th April. But after literally wasting some Rs 100/- in phone calls, Rs 200/- in petrol+parking and wasted days waiting for it to come, yesterday I cancelled the order & got the refund, 21 days from the start.
Big Bazaar quoted an absolutely fabulous price; some 2-3K less than the general market price. But probably they realized that & kept on telling me stories that Whirlpool itself does not have the supply. I talked to not less than 15 people in Big Bazaar store, godown, Customer care cell mostly to hear "I will get back to you", as if Indian customers don’t know that means "get lost".
I mailed there central customer care, with complete hour by hour details of matters (I attach below) here). Only to get a reply that I be "rest assured that your matter will be looked in with utmost care and attention". But that was all, no more response to subsequent mails.
Finally I got if from Ratna Stores (Chennai) just 5 shops away from the Big Baazar. Ratna Store is a Chennai style superstore, who don’t make tall claims like Big Baazar (Sasta Achchha and all that crap). I ordered it yesterday 8 PM, they delivered it 4 PM today.
Thanks,
bchat
Extract of Mail chain with Big Bazaar
from Bidhan Chattopadhyay
to E-ZONE INDIA, sharewithus
date Tue, May 12, 2009 at 7:20 AM
subject Re: You take 20 days to deliver an AC
mailed-by gmail.com
Hi,
I am still waiting to receive the "utmost care and attention" you promised to give me.
FYI, I did not receive the AC even yesterday.
Thanks,
Bidhan Chattopadhyay
On Sun, May 10, 2009 at 3:37 PM, E-ZONE INDIA wrote:
Dear Customer,
Thank you for your valuable patronage and for interest shown towards us. We express our gratitude to you, for taking time out and writing to us.
Your satisfaction is key to our success and we will strive to give you the best service at all times.
We sincerely apologize for the inconvenience caused. We are forwarding this issue to the Management at Big Bazar, rest assured that your matter will be looked in with utmost care and attention.
Once again we thank you for your interest. It has been a great pleasure serving you.
Best Regards,
Ezone Support Team
Bidhan Chattopadhyay wrote:
Hi,
It is taking 20 days for you to deliver an AC, can be more; did not receive it yet. If you do bother to care, here is the way a customer is handled by you.
I thought of getting it from Big Bazaar for the price was better than the 2 - 3 other stores I tried. But I have already found an offer as good as Big Bazaar. I only reason I tolerated this harassment to see the limit to which it can go.
Thursday, 23rd April - I paid for an 1.5 ton window AC from your TNagar, Chennai store. (Bill Nbr: T49/7261, Home Delivery request Slip Nbr: 1505, Model: Whirlpool 1.5t window AC WAWR18G30). They didn’t have the stock right then and the sales person, Gajendran committed a delivery & installation on following Sunday 26th April
*Sunday, 26th April
*11:00AM - I called the sales person (Gajendran) for confirmation. He said he was not in store and gave me another number 044 3202 2002
11:30AM - I could finally get to that nbr after numerous engage tones or nobody picking up. I quoted the Home Delivery request Slip Nbr: 1505. The person told me that the delivery request was not with them and he had no clue. On telling that the store has given this number for confirmation, he told me he will get back
12:00 - 1:30PM - No body called back (as expected by all Indian consumers). I called them 3ce in between (every time taking 15 mins of engage tones etc). Every time I needed to explain them why I am calling. I got answer like:
the store has not sent the request
the person, Karthick, who is supposed to handle this is not around and he has taken the delivery slip with him
When I shouted that I have no way to find that person or get the delivery slip for them from the store, they again promised to get back to me; never did.
Finally I called again & they conferenced me with that person who told me that even Whirlpool does not have stock & they cannot deliver within a week. I was completely puzzled by the way things were going & asked for some Customer Complaint number. They gave me 044 3092 4000
1:30 - 2:30 PM - I called. Somebody called Prince took the call. He did not really allow me to explain much. He said it was there job & I should not worry and he will get back with in 10 mins
After about half an hour a person called & asked me if I will take the delivery the next day, 27th April. I was too happy to here it. I asked for any contact number where I could call in case of any issue. He gave me Karthick
My happiness was short-lived; soon another call came, when I told that it is to be delivered the day next, this caller got confused & told me that he will get back with a conformation soon. He never called back
2:30 - 4:30 PM - I tried to get to the customer support person (Prince). But in all occasion I was told that Prince is not around and will call me back in 10 mins. Never did
By 4:30PM there were thoughts in my mind if some fraud was going on, because my account is already deducted of the amount & I had no clue when I am getting my AC.
6:00 PM - I went to the Big Bazaar store again (6 km from my home). I told the manager the two versions: one saying "tomorrow", other saying "1 week". I showed him the contact number given by the "tomorrow" person. It turned out to be him. He finally got back saying that the AC cannot be delivered before Saturday (2nd May)
I was going out of town for that week. Totally frustrated, I agreed to his proposition of taking the delivery today (10th May).
Sunday, 10th May
11:00 AM: I called Karthick to confirm timing. He told he was not in store & should get back to me. As expected nobody got back.
11:30 AM: I called Karthick back saying nobody called. He again told me that this time
11:50 AM: Somebody got back to say THERE IS NO STOCK.
I called back Karthick. He told that he will call fron store
01:00 PM: Karthick called saying Whirlpool has not sent the stock & I will get the delivery next evening (Monday, 11th May) & installation day after (Tues, 12th May) ie 20th day from the beginning
Thanks
Bidhan Chattopadhyay