On the 7th of November, someone made a purchase of Rs. 12000/- + via ngpay on my wife’s credit card, which we came to know only on the 11th November.

My first reaction was to call the bank, block the card so that further damages could be avoided. Post that late in the night I tweeted about the problem, which got RT a couple of times and people referred it to @ngpay.

Surprisingly, the first thing next morning I got a call from Siddharth from Ngpay, who took down the details and explained what had happened and asked me to raise a dispute with the issuing bank who would sort it out, however in case I was interested in knowing the details of the person who had used it, then they would require a FIR (first information report) filed and a copy sent to them.

An impressive use of twitter and more importantly responding to the customer, which means as a brand they are listening.

If I ever decide to start buying through the mobile portal, I would sure give them a shot.

I had earlier written about Samsung customer service here having been completely satisfied.

In the past fortnight I have had an opportunity to review the same service. Having bought the TV and succeeded in getting the panel changed here, however exactly a year later, the same panel went off.

On calling the service engineer, who definitely came promptly and informed me that the warranty was over and hence the panel would cost me 25000+. On debate with the customer service, that it was exactly 2 days from the warranty date and more important, how can the same TV have panel problems thrice in a spate of 18 months, there was no answer besides the routine “Sir, sorry we cannot help, you will have to pay for the panel”

Working in a retail business, I appreciate the stance of warranty dates, the fact that the panel problem is persistent, the TV is at fault and hence an explanation is required, which in spite of a fortnight having passed is not forthcoming.

So, in all likelihood, I am left with either having to pay them (but to what warranty?) or dump the TV and buy a new one.

I wonder if other brands are the same?

This has been a major irritant to me for the past 10 years or more, particularly since when the so called automation has taken place.

Earlier the complaint had been bad handwriting, carbon paper amongst other things, but everyone thought computers would change it.

However, invoices started looking nice, since they were printed on Thermo Sensitive Paper (Fax paper to the uninitiated) which over a period faded. The terms & conditions said you needed to carry the Receipt for exchange!

So, there you have a classic scenario created by the Indians, for the Indians! Read the rest of this entry »

Taking my wife shopping, decided to try out this service in Mega mall. For just Rs. 1250/- I got my car, washed, shampooed, buffed & shiney within just an hour & half….quite a useful service, that is now more or less at all malls

A couple of days ago, sunday to be precise, my daughter & I decided to order a Domino’s pizza for dinner at around 9 pm.

She called up, order taken promptly (we do order regularly:)) and delivered under 30 minutes. Whilst taking the box, she noticed that the coke & jalapeno dip ordered was not there. The young man said deduct the amount & pay.

By the time, hungry I had come out & asked my daughter to call up Domino’s which we did. The nice english speaking gentleman at the other end, said the same thing, when I insisted that I wanted the complete order asked to speak to his delivery person. After which he said that the coke would be got from downstairs & delivered. It was here I had to firmly ask him:

• Could I not have ordered it if that was the case (remember this is Lokhandwala where delivery is done till 12 midnight even for <50 Rs)
• We had spent 10 minutes arguing, the pizza was getting colder and how was one supposed to eat the bread without the dip.
• Why could the order not be replaced?

I think the message went through & he agreed after confirming that time is not the issue. Having had a variety of experiences with others earlier, I did not pay & kept the pizza till the new one was delivered; which it was within 20 minutes - the complete order this time.

After demolishing our dinner, I called up domino’s again with an intention of commending for the customer service, however to my surprise a lady picked up but had no clue about the problem faced, though she sounded happy to receive the compliment.

The next day, I lodged the compliment on the website also, receiving a vague templated reply.

It is indeed surprising that in spite of the software being used to identify customers, remember orders, it does not capture preferences, problems of customers or is it that the gentleman did not enter the problem. This is something Domino’s would have to look for internally.

As far as I go, yes I was satisfied with the service & shall definitely order again.