To pay or give, online remains ON; to get back it is NOOnline facilities are convenient in many ways. We had great expectations that service will be fast, better and efficient after services go online.
It was okay initially. But by and by organisations, most specially those on private sector became aloof islands. Earlier we were able to visit their offices, approach their officials or contact them by phone and e mail. But after things went online we are not able to contact most of these organisations or institutions by phone.
For any complaint or clarification we have to dial a call centre number. We will be compelled to hear all the jingles and advertisements for about fifteen minutes and by the end the connectivity will be lost. At last, if we get through we get stereotyped pre-recorded voice answers, and after all that if we are lucky to get through to a customer care official, we get very stylish greetings and honey flowing offers. But when we move to real issue, things just change. They will simply ask us to contact some other number which again may not be available. If we persist they will say that their computer or connection is down and ask us to contact later. We have to bang our head only. In case we visit the company's website and click 'contact us' there will not be any slot for complaint or provision to explain our real issue. It will have some drop down menu and we have to just tick and follow another sub menu and click. Most probably that will not be related to our real problem.
Never ever will you get a chance to talk to any relevant official to personally explain your problem.
I had many occasions when I had to threaten of exposing them in print and social media, and then only they relent a little. In one case as I could not get a proper channel in their web site or could I get a customer care contact number I had to open a twitter account only for that and place my complaint there. Then it was solved.
Even certain popular private sector banks are also like that. In relation, public sector is far better. At least after one or two layers of vague answer, we can get to a responsible official who will solve our problem.
So much so that I have come to a conclusion that when it is something that we have to pay them the connections and reminders and follow up are very good. But if we have to get done, or to get our money back, or get refund, or have some grievance, then it always NO or difficult to get through. It is now easy for fly-by-night companies and business to operate.
What are your experiences in this regard?
(This is an entry for A Thread a day Challenge)