Customer experience thrown to garbage

*****This blog is not to malaise some company but to speak out the real experience******

There is always a good and bad taste of interaction with service providers. May it be your travel, hotel booking, mail/parcel transfers, telecom, banking, hospital, real estate agent, lawyer or police, the proposition of service remain same i.e you are heard, service provided and you are satisfied. Every industry understand well  that if service is not provided as committed, you are bound to be doomed. Still sometimes they do mistakes mostly because the communications regarding importance  of customer services.

This blog of mine is regarding my interaction with a courier company  called  Desk To Desk Courier(DTDC,India) and one example of their customer services

The timeline of events were like this:

31-Dec-12 : a parcel was dispatched to my in-laws places with a promise to reach in 7 days, max.

7-Jan-13 : Web site opened and tracked for that dispatch advice. It showed that it has left Delhi. Local office guy contacted. They confirmed, it has reached Patna station. Needed to collect and dispatched to Gaya.

14-Jan-13 : Same status. Further enquiry revealed that the police/excise department has remanded the courier bag in which apart from my courier there were others’ courier as well.

After this, me and my wife followed  the courier company almost every day but they are not in a mood to solve the problem i.e. delivery of my parcel. I wrote to their corporate office feedback mail. I got one reply and on follow up, second reply but not a resolution.

I send one of my acquaintance to Patna station where items were remanded. He asked the local DTDC guy in Patna to come, so that he can get my courier out of package. The DTDC guy told him that I will come only when he will get freed up all the courier bundle!!!! Great!!!! My acquaintance returned empty handed.

Today, it is 28-Feb-2013, almost 2 months, but the every time I talk to local delhi guy, he give all sort of excuses…This happens, I will talk to head office, I am not in town etc etc.  

Now,  Let me tell you, the package is worth Rupee 1000 only(US$20), but the emotional value attached to it is very high. I contains lots of love for my brother-in-law’s  little Son. It was sent quickly, so that my father-in-law and his grandson can wear the hand made woolen sweeter in this winter.

How can this loss be given back in terms of monetory value ? What will be the cost of emotional suffering and numerous call made to the courier guys, leave apart the visits?

Don’t know, who all in the world would have gone through such a tragedy. How come big organization like DTDC does this to millions and still surviving?  We are Netizens and we can stop such things by spreading awareness.

Please forward it to as many as you wish to raise awareness.