Dear Aircel
I remember way back in time, 6 years ago, I used to subscribe to your service in Chennai. You were not good. The signal strength was particularly bad, but what the hell! You were cheap. I could send International messages for free. So, we all continued to subscribe to you. Then, I moved out of Chennai.
Today, Im in Bangalore and a subscriber of Aircel. You seem to have forgotten that 5 years ago, your price advantage might have worked. But today, there are other providers who are way cheaper than you. So your price advantage is clearly out. Let me tell you my story. I subscribed to Aircel because the retailer did not ask me for my proof of residence, which was a blessing! Exactly 2 weeks from then, my connection got cut without any intimation. I was told at the Aircel office that my details have not been received (which is NOT my problem). Without a fuss, I gave them my id proof and a ration card along with an outstation form. Two days later, I get a call saying ration card is not ok! How, I mean HOW can a ration card not be ok? So, I gave you guys my passport copy and activated that DND service from your site. Apparently, that do-not-disturb was mistaken for please-call-me-at-all-odd-hours. I used to receive atleast 10 calls everyday from four different numbers with recorded promos. And, you ensure that I get the calls when Im in meetings.
I called your customer service and asked the woman on the line to please STOP these promos and messages and calls right now because I receive more calls from Aircel than clients. And that is irritating. She very sweetly said alright. I will stop all Aircel promo calls right away. I am thinking she must have been upset with me calling and yelling because the next morning, when I was at a seminar hoping to make a very important call, I realised I have no balance. Because, that customer care employee has cut my credit and given me a caller tune that I did not ask for. Ironically, that seminar was on “how to use service as a competitive tool.” Since there were no participants from Aircel, I thought I must enlighten you about customer service from a customer’s point of view.
In todays world, telecom is a very competitive industry and if you dont serve me well, I have other options. Many times cheaper and better options.
If you think you can get away with dissatisfying me, you are wrong. Some of us can do harm. Im writing a post and will make it my business to tell at least a few more people about your service. There are other people who can do more harm, like the guy on the video. I am a musician, dont make me do this. Todays customers TALK.
You can screw up, but admit it when you make a mistake. We are considerate people. We forgive. But don’t commit something and go back on that. Worse, if you try revenge.
Even if your signal strength and products are absolutely great and unique (which is not), you cannot afford to ignore service. The entire customer care team might have been outsourced, but they are your front end people. I get to talk to them, NOT your engineers. So please TRAIN them well.
Thank you
With best regards
Abhinaya Chandrasekhar
In one of Services Marketing classes, our marketing Prof. S Anantram said, “The customer is very understanding & tolerant. He gives you 2nd & even 3rd chance to service recovery in case of service failure that had led to his dissatisfaction.” I have a live example like you Abhi. You still use Aircel!! You are still giving them chance and money to get better. But they even don’t seem to care. Wake up Dear Mr. Aircel. Other brands too should understand the writer’s point and level of dissatisfaction. Wake up Airtel/Idea/RComm/Uninor….this prospect is waiting for you. Grab her deep pockets.
.. But careful, she talks, every customer talks..and this will not end until you listen to our voice. I have some more for you at
http://shyamsrivastava.wordpress.com/2010/04/28/hello-mr-brand-what-are-you-hiding-from-me/
I faced exactly the same issue with aircel two years back in Chennai regarding address proof. And their customer service is terrible.
Thats so true. But, the deep pockets are non existent as of now
[WORDPRESS HASHCASH] The poster sent us ’0 which is not a hashcash value.
I agree, the customer is very forgiving – but thats because the customer deep down often realizes that he is at fault. In contrary to the belief that the “customer is always right” I feel that “the customer is always to blame” and here is the reason – For example, you chose Aircel – why? Because in your own words, its easy to get by the paperwork. So, lured by the “short-cut” it provides, you signed up for Aircel. What you didn’t realize is that their laxity and lack of integrity in paperwork and customer registration will also reflect in their service…..
This is the same story with “chit funds” – everyday we read in newspapers that chit funds cheat people and dont give back their money. But still, everyday new chit fund companies appear and people are still putting money in it. Why? The “lure”….. the desire to for ‘quick’ money or results….. The laziness…..
In fact, the recent economic crisis that started in the USA was also due to the same attitude – the mortgage crisis – wherein people bought loans when they were easily given – then couldn’t pay up and so defaulted – crashing the housing market…..
Thats what happened in the automobile industry – People went to Toyota for 0% interest rates – and then had their cars all recalled due to manufacture defects….
Thats what happens in relationships!…. We get lured by the person who is willing to leave behind the world for us – not realizing that they can so easily leave us behind also one day for something else….
And as long as there are people of this kind ….. This is going to happen…. No matter how much you and other customers TALK, it wont matter. All this will only change only when we fundamentally change our attitudes.
Exploitation can happen only with the permission of the exploited….
[WORDPRESS HASHCASH] The poster sent us ’0 which is not a hashcash value.