- On May 2, 2015
May be at least someone among you felt bad while trying to solve an issue of product you bought. Such a huge company selling multiple products, enough market potential, so called capacity to make customers happier; acting like thieves! Every consumer in this country might irritate at least once in their lifetime. Why companies are resistant to resolve a problem of their defective goods or their deficient service? Interestingly, the same companies who sell or offer services abroad playing an award winning role to assure their customers are happy!
Inactive customer care: every company must have a complaint officer. The customer care team has no power to resolve any issue. Truly, they can receive calls and divert it to top official; it would be at least three tier positions before him. Once a customer called and shared his bad experience, these junior team can pass it on the top, between these process, aggrieved customer should explain same story at least 3-4 times and automatically lost hope. Even from the top, he may get neutral answer; it won’t be a sufficient solution to rectify the issue. Basically this is a psychological process; companies often do to alleviate customer complaints in the form of neutral harassment. To overcome this issue, if you felt to be cheated or mislead, discover the address of appellate authority of consumer complaints section in that company and contact them directly. Before communicating over phone a consumer must send an E-mail which describes the issue with supporting proof. Additionally, at present it is advisable to publish your issue in social media and other consumer related websites. While sending an email to top authority, you must add the links of complaints where ever you published.
Lack of awareness: basically if you are not aware about rights, you must have cheated!. There is no free meal in the market. Whenever you buy a product, it is your duty to examine the product, terms and conditions, service quality, delivery levels, customer satisfaction or feedback etc. Whatever these companies sell, they clearly mention the terms and conditions in the booklet, or in the bill. In India, such a huge market, less awareness, loose administarial control and observation, long lasting litigation process, what much more these companies require to cheat customers and make their own heaven! They realize that individual complaints can’t make any negative impact on their business and you can’t go for time taken litigation. Of course litigation is the final process to reaffirm justice.
Keep in a line: If you feel company is not responding to resolve issue, keep aligned with consumer organisations. Once you aligned with them, they can find number of similar complaints against a particular product or service, once all of it gathered, they move a joint action to break the brand image of the said company, also you can move to force regulatory bodies to resolve the issue. If you issue is a lonely one, don’t worry, you can approach www.citizensupport.in, we will find a right solution according to your issue.
N:B please keep all the records including bill/receipt, call list, statements, online records, emails, photos, call records etc.