You go to buy a product in India, the salesmen in the shop will treat you as the queen of England. Four people will hover around you, they will ask you for coffee or cold drink and the rest! And if the product you are buying is a big electronic item, such as refrigerator, microwave or a television set, the pampering from the sales guys is all the more.
However, once the item is sold, the same company service centre and its representatives will harass you to no end! It seems they get some kind of vicarious pleasure in seeing you getting irritated and feeling hassled, so they delay everything and take their own sweet time.
I have been undergoing a similar kind of experience for last four-five days. My refrigerator (Samsung) has developed shome short circuit and it is making the main switch of the electricity connection trip every time the refrigerator is turned on.
Now one can imagine how frustrating it may be to have a non-functional refrigerator in this hot and humid climate. We have to be careful how much food we buy or cook so that it is finished in one sitting. we buy milk and finish it in one go before it is off. We are not getting cold water and worst of all - we had to use the refrigerator of our neighbour to keep some essential medication, required to be kept under refrigeration at all times.
We called the Samsung centre and do not step out of the house waiting for the mechanic. After 4-5 calls and 10-15 hours of wait, finally the mechanic comes and does what all mechanics do in India - use their best practised and usual trial and error method! Fiddle with a few wires, change a small part, make the machine somehow start, and make you shell out some money. I was happy that at least the refrigerator started.
But my happiness did not last long. The machine could not cope with the small part changed by the mechanic (which I don't think was the real problem to start with) and it was silent and dark again.
Now the series of calling the Samsung starts - 20 calls in one day - we again do not move out again - wait for the mechanic to come. The whole day passes waiting for him. Again, after 10-20 calls, a little bit of shouting and long hours of wait, the mechanic comes again.
I am still not sure if he understands the problem!
I also do not know if he will be able to sort it!!!
So, the question arises - why aren't these mechanics go to school to learn about these machines?
Why are they given 'on the job' training?
Why do they learn by trial and error?
Why do these call centre executives lie through their teeth?
When will we have proper after sale service in this country?
When will a customer will always be a king/queen even after he/she has purchased the item???
When????
However, once the item is sold, the same company service centre and its representatives will harass you to no end! It seems they get some kind of vicarious pleasure in seeing you getting irritated and feeling hassled, so they delay everything and take their own sweet time.
I have been undergoing a similar kind of experience for last four-five days. My refrigerator (Samsung) has developed shome short circuit and it is making the main switch of the electricity connection trip every time the refrigerator is turned on.
Now one can imagine how frustrating it may be to have a non-functional refrigerator in this hot and humid climate. We have to be careful how much food we buy or cook so that it is finished in one sitting. we buy milk and finish it in one go before it is off. We are not getting cold water and worst of all - we had to use the refrigerator of our neighbour to keep some essential medication, required to be kept under refrigeration at all times.
We called the Samsung centre and do not step out of the house waiting for the mechanic. After 4-5 calls and 10-15 hours of wait, finally the mechanic comes and does what all mechanics do in India - use their best practised and usual trial and error method! Fiddle with a few wires, change a small part, make the machine somehow start, and make you shell out some money. I was happy that at least the refrigerator started.
But my happiness did not last long. The machine could not cope with the small part changed by the mechanic (which I don't think was the real problem to start with) and it was silent and dark again.
Now the series of calling the Samsung starts - 20 calls in one day - we again do not move out again - wait for the mechanic to come. The whole day passes waiting for him. Again, after 10-20 calls, a little bit of shouting and long hours of wait, the mechanic comes again.
I am still not sure if he understands the problem!
I also do not know if he will be able to sort it!!!
So, the question arises - why aren't these mechanics go to school to learn about these machines?
Why are they given 'on the job' training?
Why do they learn by trial and error?
Why do these call centre executives lie through their teeth?
When will we have proper after sale service in this country?
When will a customer will always be a king/queen even after he/she has purchased the item???
When????
