hello mr. customer care executive.
i’m sure you’re sitting in your happy place, behind a desk, at one of your company’s south end office- possibly lower parel, mumbai -sipping on pedestrian tea made in the pantry on a machine that’s not been cleaned from the time your office was inaugurated.
i wish to thank you and your superb support staff (who you’re working alongside, possibly even poking elbows with one of them right now, unless you’re a senior person throned with a shoe box cubicle. it’s mumbai, even cabins are not the way they used to be) who’ve offered me a trip to your town- mumbai. or atleast a chance to travel to the home circle (mumbai) from where i issued a sim.
let me tell you how i won this amazing opportunity in detail.
so it all began when i was scheduled to travel abroad (dubai) for work and requested your team to activate international roaming.
in the time taken to boil water for a cup of cutting chai your team came back with “there are possible issues with your sim card therefore it will not work in dubai” to which i had little choice and time in reacting sitting at the airport lounge.
on i went to dubai hoping for a resolution on my return.
i’m back in town and take the opportunity to make a b-line for the reliance web world store.
i request your courteous staff for a sim replacement citing obvious issues with it’s connectivity and international disabilities. your man pops the sim, staples it to the sim replacement form and thereby ends the life of that poor old sim.
now, mr. customer care executive, we are in a situation most commonly known as holy-smoking-stink-balls.
i have no sim which means no longer am i the social princess and all chances of connecting with the world are over. had this been 1936 or possibly had i been the resident of a remote town in himachal pradesh, this wouldn’t have the least bit bothered my health. (reliance nor any other operator apart from bsnl have presence there).
there i was standing at your reliance web world in chandigarh- amputated from my corporate and social commitments. it was sad, really sad. a shooting star might have died. i could smell the stink in the air or it could have been your outlet which hadn’t been invaded by a broom for eons.
however, that’s none of my darn business of what you do with your branded environment. *loud claps to your brand manager.
the solution offered/handed over to me: sir, please fly to mumbai from chandigarh for a sim replacement and that is by the stretch of luck your only solution.
it’s take it or leave it. fly to mumbai or leave reliance services all together.
☛can i pay for you to courier a sim to my home? my billing address is listed under chandigarh? nope. we can’t do that.
☛can i have a friend pickup my sim in mumbai? nope. no no no. you have to go to mumbai and only in person be eligible for a sim replacement.
that sure is an intelligent way of shoveling down my throat a trip to mumbai. now that is my only solution, would you be kind enough to solicit an airline which holds stakes in your company?
kindly also recommend options for sight-seeing and a perhaps we can set a time to meet in person. i’m sure we’ll have a great laugh about all this.
some of us find humour in the pain of others. but maybe i’m over ambitious.
☛let’s do a quick translation:
a) sim replacement should cost in chandigarh: inr.20/-
b) with my situation: cost of tickets to and back from mumbai from chandigarh, local travel, lunch, possible stay if i can’t make it back the same day, a hotel and dinner. (estimated inr.50,000/-)
i wish to thank you once again for taking the time from your excruciatingly busy schedule to enjoy the pain of your loyal customer.
this episode raises a very simple argument:- what is roaming then? how does it benefit a customer if all Reliance Mobile outlets work in isolation within their respective state circles. had the brand manager designed an integrated model this situation would have never arisen.
as a customer travelling to a different state, reliance should be able to offer me a sim card and if they are out of stock, be responsible for arranging one. and the sheer lack of taking responsibility to help a loyal customer is quite a disappointment.
this sim fail also points to how on a larger macro level companies are not at all focused on after-sales and customer retention programs. a brand’s customer experience journey has been left to a bunch of nincompoops as the key focus is, for now and till the time change happens, to sell and only sell.
signing off 9321000044