For last 10 years I am living a nomad life and finally settling. Over the years, I have changed flats, changed cities and changed countries. If you have done any one of those then you would support me that searching a rented apartment and shifting is not an easy job in India. In India owners know how to count your crisp notes. They are not bothered about the condition of the flat and my owner keeps the trend alive.
I was surprised to find that none of the bathroom had a water heater/geezer. Talking to him was no use as he didn’t cared to give a clean flat. We always find rules for tenants, what about the owners? After a small search on the internet and talking to friends at work, I zeroed on two brands in which Bajaj was the winner. Bigbazar’s online portal boasted of having water heaters from Bajaj so without wasting any time I landed in a nearby Bigbazar mall. My excitement couldn’t survive long and the bubble was busted by a negative customer service provide.
PN: Do you have a Bajaj water heater?
BB Agent: We don’t have Bajaj in stock but we do have some famous international brands
PN: How are the international ones?
BB Agent: They are better than Bajaj.
I made my mind that I need a water heater ASAP as anyone living in Pune would understand the reason.
PN: Fine, I will buy one of the international ones and when will you send your engineer for installation?
BB Agent: You have to do on your own, we don’t send any engineer
PN: What? You send engineers for furniture but why not for electrical appliances?
BB Agent: Sorry Sir (as if they know only one word)
I left Bigbazar with negative loyalty points but will Bigbazar be bothered to listen to my grievances. Bigbazar, is a well known common man’s brand and the service that I was looking was a basic service. Free installation wasn’t the expectation but they could have assisted me on the instalation. Customer Service is not a virtue but an inline necessity that the business shouldn’t boast but accept as a basic requirement.
I got my water heater connected from a local shop that provided me with their in-house engineer and the whole setup was done in thirty minutes. The service was not free but I was happy to find customer service. I believe Bigbazar should learn a bit about customer service from the local vendor.
Don’t you think so? Or do you think customer service is just a board to be read?