Hi friends,
Here is an example of how a good product loses customer trust by some poor service. Right from the day I bought my car, I wanted to fit a Blaupunkt system onto it. Now that I already have a Blaupunkt fitted in my car, I regret having made the choice in the first place. Strangely this is not due to the quality or performance of the product, but due to the insensitive behaviour of Blaupunkt service personnel. What more, two mails to the Head of Blaupunkt sales in India and even the Managing Director of MICO (the frontal organisation for Blaupunkt in India) about this, hasn’t yielded even a simple acknowledgement, let alone a favourable response.
It all started when I began to experience problems with the in-cabin audio output from my new Blaupunkt system. The speaker output started creating physical noise, the honking started having interference noises, the radio started making strange noises and there was a general drop in the radio signal levels beyond a point within the city.
I promptly complained about this to the Blaupunkt team in the beginning of this year. There was of course a response from the regional sales head with a promise that the problem would be solved on his visit to Bangalore. But nothing happened after that till today (even after a month), except for a call from the local service person asking for a time to come and meet me.
However, what has really put me off is the way the senior people at Blaupunkt have approached this problem. I feel that they are simply not bothered about my problem as the system (Boston) is a low end system and I am the singular complainant about this product. They probably have felt that, it doesn’t cost much if one guy is dissatisfied.
Nothing can be more frustrating to the beleaguered customer than to get no response from even the Head of Blaupunkt Operations in India, not even an acknowledgement of the mail and no effort being made to understand the problem. This from a multinational of German origin, known for its precision and professionalism, comes to me as a rude shock. Being part of an MNC myself, I find it surprising that a German MNC like Bosch can entertain such casual approach to customer service at its Indian operations.
Now, to top it all, Blaupunkt guys haven’t even bothered to respond even when I’ve offered to return the system back. I have now come to a stage where more than the solution to my car audio problems I would be happy if Blaupunkt service engineers just rid me of this system.
Best regards,
Vinay