I have explained below an extremely dissatisfying experience with Gati in three parts.
First, Gati’s website showed me an estimate of Rs.2338, when I put in the exact weight and nature of items to be shipped. The value of the three boxes entered by me was Rs.150, 000. I went ahead and confirmed the booking. At the point of booking, I was shown no revised estimate nor any prompts to complete payment. Then a pick up agent is assigned, Mr. Surender, who then shows up to the house and states the boxes require extra wrapping which would cost Rs.600. This would be added to the total of Rs.5460 that is the company’s quote. In total, I paid Rs.6060. When questioned about the rate he assures me this is the rate and the company can clarify.
Moreover, I am verbally assured by him that the tv’s are insured by Gati. Gati came to be a widely recommended company and as a first time Gati customer, I placed my faith in the company and went ahead with this booking, hoping that customer care will resolve any issues and reimburse me for the excess charge. I did not go through the shipping docket he left at home at that point. When I checked, he had entered the value insured on carrier risk as Rs.40000. Even if that were to be believed, my property worth Rs.34000 has been damaged.
Second, my package arrives and one TV is damaged. I take it up with customer care and my POC is Mr. Rohit. He assured me that he understands my issue and that this is not the company policy to ship household items under carrier risk, however, since the website misled me to believe otherwise, the company will of course support me in getting a claim for the same. Concluding that it was Gati and the shipping partner at fault. Four days go by, and the brilliant solution Rohit has come up with is that the company can not help me. I am left stranded, with zero ownership from Gati as to the blunder that has taken place.
I would like to understand how this is the customer’s fault. When the customer has entered the value of the shipment and chosen to pay extra money so that the package can be insured by the carrier, how can the burden fall on the customer when the package is damaged en-route. The customer did not receive any verbal or written communication that the risk was theirs.
Third, I received a call from the pickup agent, Surender, that his job is at risk and I should settle it with him personally. I accepted his apology and assured him that I am not interested in endangering his job nor any personal settlement. My issue is with the company and I will take it up with them.
At present, I am an extremely dissatisfied Gati customer who has not only had their trust breached, but suffered the loss of property worth Rs.34000. Additionally, the emotional trauma that Gati’s customer care system is inflicting is immeasurable. It is taking up my time, effort, and mental sanity. It has become a source of constant anxiety. I am at a loss of understanding how to handle this situation.