Seamless?
When an Idea customer dials 12345 from their phone, an exceptionally chirpy female voice tells them that they can “now stay connected while in roaming with Idea seamless coverage”. Of course you can. Ok, no sarcasm.
Problem began when I noticed that whenever I come to Bombay, I am unable to send text messages. In technical parlance, outgoing SMS is not working. Different days that I have come here. Different handsets. Different places in Bombay. No sir, can’t go. And lately, my GPRS connection also refuses to work when in Bombay.
How to solve it then? Call someone for help. Who else but Idea helpline? So I do. I dial 12345. I am greeted with the exceptionally chirpy female voice mentioned above, telling me about the alleged “seamless connectivity”, and then some human being talks to me. The moment I tell them my number and that I am coming from Pune, they respond as if I am a stepchild. How can Mumbai executives be expected to listen to Pune customers? Everytime I call, I am told that I need to call the Pune helpline at 9822012345. Other than that they cannot help me in any way, because procedures do not allow them to help me. These people hung up on me mid-sentence twice. Some customer “service”.
9822012345 is another story. The moment I dial it, select the language, tell the system that I am an Idea Maharashtra customer AND dial my phone number (in this day and age of CLI machines at homes!), I am presented a menu that is definitely a prepaid customer’s menu. Why would a postpaid customer be bothered with recharge options? The menu comprises of 4 options only, like PUK, value-added services, recharge options etc. but never did I hear a “to talk to a customer care executive…”. Once by fluke I got to talk to a human being on this number, and all he could help me with was “Sir please try again after some time, it will definitely go. If not, then try a different handset, it will definitely go.”, 5 times when I told him I did not think it would work. The second time I got to talk to someone, again by the rare coming together of five of the eight planets in one line, he politely tells me that he is a prepaid customer care executive and that I need to dial 9822012345 to reach a postpaid customer care executive! If you were not paying attention so far, that was the number where I reached this gentleman in the first place. He could not help me because he was a prepaid Pune executive, while I was a postpaid Pune customer. Wow!
Idea keeps telling us about “seamless connectivity”, while there are silos in their customer service setup. One area’s executive cannot help a customer from another area. One department’s executive cannot help a customer subscribing to another department. Let alone help me, they cannot transfer my line to the concerned persons!
Wonder when companies would really honour their marketing claims, and when customer care people would really care about customer’s problems and concerns.
Problem began when I noticed that whenever I come to Bombay, I am unable to send text messages. In technical parlance, outgoing SMS is not working. Different days that I have come here. Different handsets. Different places in Bombay. No sir, can’t go. And lately, my GPRS connection also refuses to work when in Bombay.
How to solve it then? Call someone for help. Who else but Idea helpline? So I do. I dial 12345. I am greeted with the exceptionally chirpy female voice mentioned above, telling me about the alleged “seamless connectivity”, and then some human being talks to me. The moment I tell them my number and that I am coming from Pune, they respond as if I am a stepchild. How can Mumbai executives be expected to listen to Pune customers? Everytime I call, I am told that I need to call the Pune helpline at 9822012345. Other than that they cannot help me in any way, because procedures do not allow them to help me. These people hung up on me mid-sentence twice. Some customer “service”.
9822012345 is another story. The moment I dial it, select the language, tell the system that I am an Idea Maharashtra customer AND dial my phone number (in this day and age of CLI machines at homes!), I am presented a menu that is definitely a prepaid customer’s menu. Why would a postpaid customer be bothered with recharge options? The menu comprises of 4 options only, like PUK, value-added services, recharge options etc. but never did I hear a “to talk to a customer care executive…”. Once by fluke I got to talk to a human being on this number, and all he could help me with was “Sir please try again after some time, it will definitely go. If not, then try a different handset, it will definitely go.”, 5 times when I told him I did not think it would work. The second time I got to talk to someone, again by the rare coming together of five of the eight planets in one line, he politely tells me that he is a prepaid customer care executive and that I need to dial 9822012345 to reach a postpaid customer care executive! If you were not paying attention so far, that was the number where I reached this gentleman in the first place. He could not help me because he was a prepaid Pune executive, while I was a postpaid Pune customer. Wow!
Idea keeps telling us about “seamless connectivity”, while there are silos in their customer service setup. One area’s executive cannot help a customer from another area. One department’s executive cannot help a customer subscribing to another department. Let alone help me, they cannot transfer my line to the concerned persons!
Wonder when companies would really honour their marketing claims, and when customer care people would really care about customer’s problems and concerns.
Labels: business, customer relationship management, telecom brands, wtf
posted by Hypnos @ 6:58 pm
1 Comments:
At 8 July 2009 at 14:26 ,
Anonymous said...
Talk about division of labour. :-)
Airtel's customer service is a li'l better. I come from an IT and outsourcing background. So I can understand why the Mumbai CSR cant service Pune one. For these telecom companies, each circle is a separate entity. So apart from the major shared infrastructure, there is nothing in common. Moreover customer service desk is always outsourced to some other agency. Meaning, Mumbai circle will have a CSD that is different to the Maharashtra CSD, quite likely to be different BPOs handling the queries. If thats the case, the Mumbai CSR will have no access to a database of Maharashtra customers. So he tells you to call a different number.
I know there is a level of redundancy... but you cant really help it :)
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