I am not sure what quite the problem with the folks at BIG TV is (except of course they the fact that they dont care about the customer). Its been 48 hours since my latest service ordeal with BIG TV started. It all began with an innocuous phone call to BIG TV requesting for a change in my subscription pack.
Well, they did change it and charged for it, but they forgot to do one thing- activate the NDTV News Plus bouquet. See, it dosent matter-you have paid for the pack and that is all that matters, they never claimed that they’ll also let you actually watch the channels that you paid for!
Well, so I called up the customer support and after about 4-5 minutes of listening to new ways of checking my acount balance, was put in contact with a customer executive. I explained the problem to her and she assured me that it would be set right within half an hour. I believed her (some people just dont learn from experience).
Well, then started a spate of phone calls-have spoken to about 12 different people in the last 48 hours, all eager to help me, but each having to ask me to repeat my problem. With Madhvi, Rashid, Srikant, Mohit, 3-4 more and now finally Diganta, I think I’ll add all of these to my Facebook friends.
BIG TV looks to be a relic of the 17th century-their customer service is pathetic, I have received only one follow up call (and that too when I insisted) and no resolution to my seemingly simple problem. I have been advised to keep my TV switched off for 4 hrs, told that my problem has been solved, that my complaint has been closed etc...I wouldnt be surprised if they ask me to stand on my head next. There is no such thing as commitment and people seem to be happy bouncing off the problem to each other. The last guy I spoke (& the only one to call me back) was sounded gleeful on the phone that he was ’escalating’ the problem and that someone else was now holding the baby!!!
I am not sure what the survival strategy of BIG TV is-but it is an example of the most hopeless service organization that one can possibly build. There are more lessons about what not to do in a service organization than any service orientation encyclopedia can possibly teach!