However, no such action was taken in Saran’s case. What’s more, his number too was barred from using the facility to talk to a customer care executive because of his repeated calls. In fact, this is more of a practice at Vodafone. Just hit Google and you will find several users complaining about how they were barred from using the customer care service as they called often with complaints.
Saran visited the Vodafone store in Ansal Plaza, New Delhi and
there too he was treated with similar hostility by the store executives. After narrating the entire story to the executive, this is the reply he received, ‘Why should we mention on the card, when it was initially for all the customers. We have communicated to our dealers orally. It is their fault.” However, when this magazine checked with the dealers they refused receiving any such communication. PC Shukla, a south Delhi-based dealer comments, “We were not informed by the company about any change in the scheme. In fact when I got consumer complaints, I checked and only then I came to know that the Bonus Card facility was now available only for the new customers.” At the Vodafone store, Saran was told that an SMS was sent to all customers for withdrawal of the Bonus Card services. But when he claimed not receiving any such SMS, the executive started putting the entire blame on the dealers again. So this time Saran decided to speak to the store manager who arrogantly retorted, “We don’t give all information in our ads. It’s the customers’ responsibility to check the details with the company before buying any card… We are not responsible.” This response is contrary to TRAI's direction of September 2005, which mandated all telecom service providers to not offer, market or advertise any tariff plan in a manner that is likely to mislead the subscribers.
Saran also enquired why and how was the card still available in the market for everyone and why Vodafone has not taken it back from the dealers to which the manager replied, “The dealer should return the card to us…” Again when pushed by this harassed customer that it’s Vodafone’s fault, the manager came up with a hilarious example. “If you buy a computer from a company and there is a problem you go to the dealer from whom you have bought and it’s the dealer’s fault,” is what the manager argued in Vodafone’s defense. A trained manager at a Vodafone store compares a telecom service with a product! Phew! This shows the company’s callous attitude towards hiring and training their staff.
Saran visited the Vodafone store in Ansal Plaza, New Delhi and
there too he was treated with similar hostility by the store executives. After narrating the entire story to the executive, this is the reply he received, ‘Why should we mention on the card, when it was initially for all the customers. We have communicated to our dealers orally. It is their fault.” However, when this magazine checked with the dealers they refused receiving any such communication. PC Shukla, a south Delhi-based dealer comments, “We were not informed by the company about any change in the scheme. In fact when I got consumer complaints, I checked and only then I came to know that the Bonus Card facility was now available only for the new customers.” At the Vodafone store, Saran was told that an SMS was sent to all customers for withdrawal of the Bonus Card services. But when he claimed not receiving any such SMS, the executive started putting the entire blame on the dealers again. So this time Saran decided to speak to the store manager who arrogantly retorted, “We don’t give all information in our ads. It’s the customers’ responsibility to check the details with the company before buying any card… We are not responsible.” This response is contrary to TRAI's direction of September 2005, which mandated all telecom service providers to not offer, market or advertise any tariff plan in a manner that is likely to mislead the subscribers.Saran also enquired why and how was the card still available in the market for everyone and why Vodafone has not taken it back from the dealers to which the manager replied, “The dealer should return the card to us…” Again when pushed by this harassed customer that it’s Vodafone’s fault, the manager came up with a hilarious example. “If you buy a computer from a company and there is a problem you go to the dealer from whom you have bought and it’s the dealer’s fault,” is what the manager argued in Vodafone’s defense. A trained manager at a Vodafone store compares a telecom service with a product! Phew! This shows the company’s callous attitude towards hiring and training their staff.
For Complete IIPM Article, Click on IIPM Article
Source : IIPM Editorial, 2008
An IIPM and Professor Arindam Chaudhuri (Renowned Management Guru and Economist) Initiative
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