Retailing in India is a major attraction for many multi national companies. Many have opened their shops; and a lot more are doing so on a war-foot basis. Indian retailers also have come off age; and are setting up retail chains across the country. Some are outsmarting many of their multi national counterparts, in strategy, brand building and the speed in which these shops are being set up.
Consumer satisfaction is something that is expected to follow these retail initiatives in India. Apart from accessibility to latest what the manufacturer has to offer in its category; service is what would make the difference between the ways of shopping in these chain stores. Or that’s what every customer is hoping to enjoy as part of shopping experience.
About a few days back; I had to buy a memory card for my digital camera. In my office area options to buy this item are many. I could do so in GK Vale, Fotoflash, Whizz professionals, Kodak Shop or in any of the small time retail counters. Also, there are a few retail chain stores – with one just across the road. So, I decided to do some shopping in this retail store – hoping for a quick and reliable solution.
When the digital camera was shown to the counter sales person, he offered me two choices. Either to go in for 4GB card or 1GB card. I just handed over my camera and asked him to fix whatever is best. He gave me a 4 GB card at Rs. 990/- and demonstrated that it works and no hassles. The whole thing did not take more than 10 minutes - a pleasant experience, in an air-conditioned environment; fluent English speaking customer care oriented staff.
Headed back to office; and switched on the camera. My camera just does not recognize that it has to power on when I press the button. Everything was fine a few moments before; and the only difference now is that I have added a memory card. My camera saying “unable to recognize card” – so I knew what to do. Back to this retail store; for an enquiry as to what’s causing disobedience in my camera after adding a memory card.
The counter sales person did all that he could – and declared; this camera does not support 4 GB and I have to replace it with 1GB. So be it – decided and the card was replaced. Now comes the customer service part.
The counter sales person does not want to refund the difference of about Rs. 540; instead he wants to just hand me over a credit note. Credit note comes with a rider – exchange this for any other purchase within the next one month!. I did not have enough time to argue with him – had a flight to catch.
First of all – he only suggested; offered and fixed a 4 GB card, which apparently my camera is not capable of handling. Now he has replaced it – within a matter of 10 minutes, with a lower capacity card. But just does not want to return the differential cash.
I really wonder what kind of customer service is this – is the customer service that we can expect from these retail chain stores are restricted to air-conditioned environment – or uniform clad staff with a nice smile and chanting of – what can I do for you, Sir ? in English ? This is something totally unacceptable – if there is a refund, it is the duty of seller to return the cash immediately. I really want to brush up my memory, and to recollect the provisions of Sales of Goods Act, 1930 or Consumer Protection Act to see what one should do in this scenario. In what way this so called modern retail chain store is different from ‘kirana store’ owner, who gives you a small toffee instead of returning small change ? This reminds me of one more interesting thing – one of the pioneers of retail chain stores in India, calls all its staff as Customer Care Associate; whether they are in front office or back office jobs. Even the Managing Director is designated: Managing Director and Customer Care Associate!!. Hmmm – feels good when you are a customer and reads it on their name boards; I guess.
I am waiting for 30 days to get over – to go into the store again and to buy something against this credit note and to see what reaction awaits me! Will he tell me that it is more than a month; and the credit note is now invalid!! Hope not – I am always positive, may be the influence of my blood group – B+ve, you see!!!.
Consumer satisfaction is something that is expected to follow these retail initiatives in India. Apart from accessibility to latest what the manufacturer has to offer in its category; service is what would make the difference between the ways of shopping in these chain stores. Or that’s what every customer is hoping to enjoy as part of shopping experience.
About a few days back; I had to buy a memory card for my digital camera. In my office area options to buy this item are many. I could do so in GK Vale, Fotoflash, Whizz professionals, Kodak Shop or in any of the small time retail counters. Also, there are a few retail chain stores – with one just across the road. So, I decided to do some shopping in this retail store – hoping for a quick and reliable solution.
When the digital camera was shown to the counter sales person, he offered me two choices. Either to go in for 4GB card or 1GB card. I just handed over my camera and asked him to fix whatever is best. He gave me a 4 GB card at Rs. 990/- and demonstrated that it works and no hassles. The whole thing did not take more than 10 minutes - a pleasant experience, in an air-conditioned environment; fluent English speaking customer care oriented staff.
Headed back to office; and switched on the camera. My camera just does not recognize that it has to power on when I press the button. Everything was fine a few moments before; and the only difference now is that I have added a memory card. My camera saying “unable to recognize card” – so I knew what to do. Back to this retail store; for an enquiry as to what’s causing disobedience in my camera after adding a memory card.
The counter sales person did all that he could – and declared; this camera does not support 4 GB and I have to replace it with 1GB. So be it – decided and the card was replaced. Now comes the customer service part.
The counter sales person does not want to refund the difference of about Rs. 540; instead he wants to just hand me over a credit note. Credit note comes with a rider – exchange this for any other purchase within the next one month!. I did not have enough time to argue with him – had a flight to catch.
First of all – he only suggested; offered and fixed a 4 GB card, which apparently my camera is not capable of handling. Now he has replaced it – within a matter of 10 minutes, with a lower capacity card. But just does not want to return the differential cash.
I really wonder what kind of customer service is this – is the customer service that we can expect from these retail chain stores are restricted to air-conditioned environment – or uniform clad staff with a nice smile and chanting of – what can I do for you, Sir ? in English ? This is something totally unacceptable – if there is a refund, it is the duty of seller to return the cash immediately. I really want to brush up my memory, and to recollect the provisions of Sales of Goods Act, 1930 or Consumer Protection Act to see what one should do in this scenario. In what way this so called modern retail chain store is different from ‘kirana store’ owner, who gives you a small toffee instead of returning small change ? This reminds me of one more interesting thing – one of the pioneers of retail chain stores in India, calls all its staff as Customer Care Associate; whether they are in front office or back office jobs. Even the Managing Director is designated: Managing Director and Customer Care Associate!!. Hmmm – feels good when you are a customer and reads it on their name boards; I guess.
I am waiting for 30 days to get over – to go into the store again and to buy something against this credit note and to see what reaction awaits me! Will he tell me that it is more than a month; and the credit note is now invalid!! Hope not – I am always positive, may be the influence of my blood group – B+ve, you see!!!.
1 comment:
Store ka naam kya hai? Let the whole world know the name of the store.
Consumer Activist
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