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Why have an email address if you can’t handle the response??

The last few days I have been emailing different service providers to find out more about broadband and Internet connectivity. Sadly, there has been hardly any response. It shows the total lack of importance given to the customer. Most of these companies have Web pages, but I doubt they really bother to reply to email that they receive through their feedback forms.

I sent most of these emails/ feedback on the 5th of May.

Via Email
Tata Indicom – No response
Dishnet DSL – Got a response in the morning. They asked me to email my address. Still waiting to hear from them.

Via Web based forms
Atrias Convergence – No response
Reliance Infocomm – Filled up the Web form but couldn’t submit even after four tries
Hathway – No response

Via phone
Touchtel – Left a message on their answering machine. No response.

I’ve had two positive experiences via email. Sify, who got back to me the same day saying that they did not offer connectivity in my area and that they will keep me informed.

I also used the BPL Mobile online form to activate my voice mailbox. It was done in the next couple of hours. I also got an email and SMS immediately. I was pretty impressed! Unfortunately, I have to give up my number this month (which I’ve had for about 4 years and am terribly attached to), since they do not have a presence in Bangalore.

I don’t think companies should put up online feedback/help forms if they can’t handle the response. Or provide facilities like an answering machine, where they promise to get back but never do.

Companies really need to look at how they treat their customers. In fact, I’m surprised by how slack even service people like electricians are because the ‘job’ is too small for them. What they don’t realize is that if they’d done my small job, I’d definitely have gotten back to them for all my future requirements. I don’t think too many guys get that here and that’s why customer service is of such appallingly low standards.

Public companies are worse. You can stand in front of someone’s desk for more than an hour and he/she won’t give you a second look. I’d written about the whole rigmarole I had to go through to get a phone connection organized.

Even with increased modes of communication (phone/email etc) the service levels in general continue to be pretty dismal and frustrating.


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