I'm writing to you because of a rather ridiculous set of events perpetrated by the staff at your call center. After 9 days of dealing with them I have reached a conclusion: they are incapable of making a phone call. This is ironic since they work in the aforementioned call center.
You see, I bought a 1.5 ton Croma Window AC on 27th May from your South Extension store in Delhi. (Invoice number: SLF02A04801003955). Nine days later it remains in the spot where your delivery men placed it.
I've made about 30 phone calls to your call center in the past nine days. These calls have averaged about 20 minutes each (Yes, I timed them). Most of the time was spent on hold, listening to a scratchy recording of Vivaldi's 'La Primavera'. This was interspersed with a female voice telling me to join Croma's "Extended Warranty Smile Club". Another irony, I realised. I had actually bought a two-year extended warranty for the AC. But I was NOT smiling.
Anyway, I bore you. Let's get to the wonderful staff you have. I spoke with a number of them. Some of those stalwarts are Dharmesh, Ali, Pankaj, Prabjyot and their managers Anup and Samuel. I spoke with at least three others. But you know, so many new friends in such a short time. Hard to remember all their names.
Each one of these 'by the book' phone operators (they all use the same lines) told me this: "I am sorry for the inconvenience sir. We will organise it soon. Someone from the concerned team will give you a call back". I've been waiting for that call for nine days.
Ok, wait. That's not totally accurate. I did get one phone call from a technician today. When I told him my address - in Noida - he said: "Sir, I was given the address of D-14, South Extension 2, Delhi. I only do Delhi installations. I don't come to Noida". Now, the South-Ex address sounded familiar. You're not going to believe this. You've probably been there yourself. It's the address of YOUR STORE! Your brainy phone operators told the technician to come to YOUR STORE and install an AC! I'm not making this up. Really! That's what happened. I swear. God promise!
Ajit, imagine hearing thrice a day, for 9 straight days, that "someone will call you soon". And then you get that phone call. After nine days. And the guy says "Sir, I can't do it. Please call the office for a Noida technician". You know that rather crude street-term KLPD? I believe it could apply here. I'm sure you will agree.
Can you imagine having to live in the 45 degree heat of Delhi, sleeping at 1 a.m. because it's so uncomfortable, then waking up at 5:30 a.m. because it's already over 35 degrees? And you know the worst part? It's not even the heat. It's the knowledge that just a few meters away is a perfectly good, spanking new air conditioner, packed up in a box. No, I suppose you don't know the feeling. You're the CEO. If this happened to you, someone would lose their job.
Look, Ajit, I don't want anyone to lose their job. I'm trying to pay off my own EMIs. I wouldn't wish joblesness on anyone else. Not with the state of our economy, for sure. But I also don't normally have to email CEOs asking for help because their staff aren't "with it".
I'm sure you will agree that I don't exactly have too many options left. So please let me know that I can still have some faith in the Tata brand. I'd really like to come into your SMILE CLUB. Except, right now, I feel like the guy who's been asked to wait at the gate while secuity runs their checks.
An angry, frustrated but still hopeful customer
UPDATE: About an hour after I hit 'send', I got a call from a gentleman called Sriram from Tata Croma's Okhla office. He apologised profusely and brought his senior technician Gurmeet on the call. Gurmeet said he would come by my home at 9:00 am this morning to install the AC.
He lied. Ok. Ok. That's just being snarky. Gurmeet rang my doorbell at 6:45 am. By 7:30 I had a fully-functioning AC cooling down my bedroom.
I only wish Tata Croma could have gotten this done without me having to email Ajit. But, you know, win some, lose some.