I need some help from you guys if you can get this post across the head of Reliance Retail.
We might have read a lot of posts on about how to do business. But this may be the first of its kind showing 1 sure shot way of business failure.
Nokia fell to its face because of attitude and now Reliance will follow.
If you want to fail, follow the business model of Reliance Retail. Why? I’ll explain below.
2 days before my father went to reliance digital store (Milan Subway, Santacruz) to purchase a modem router for our ADSL broadband. He is not a technical guy, so he explained that we had an “ADSL modem and wanted a modem with higher range”.
The bloke at the store offered him to purchase a 300+ meter range router. Since my dad was not aware if it was the correct piece, he opted in for a lower end router of 150 meters on the condition that “if it doesn’t work for us it will be replaced.”
Next day we go to the store asking them to replace the modem with a router. A sales guy comes and says that the product can not be replaced as the package is opened (how in the world will I get to know if the product is what I need without opening the package).
We asked to speak to the manager, he had left for the day. There is no support for customers.
I said, I want to purchase another router of higher value, the first modem was Rs 1500 and I would be purchasing a router modem of Rs 3500 in exchange. The sales guy refused.
I said I also wanted to buy a Samsung Ultra Book (around Rs 45k) and a Cannon 60 D (around Rs 55k). Still no consideration.
They lost a customer of more than Rs 1 lakh just by not exchanging a modem of Rs 1500.
Apart from saying no to a loyal consumer, there was no reply to empathy towards an irate customer, there were not escalation points available.
Apart from this, I observed a lot of sales reps around on the floor promising the clients to purchase a product and they could have it replaced. I pity those who might have made the purchases.
We immediately left the place and made the purchases from eZone. Hats off to the Biyani group who set up the store and ran it really well.
For all those reading this, I strongly recommend purchasing from eZone or Croma or any other place but a Reliance digital store. Spending a few hundred bucks is better than being cheated!
If someone from Reliance Retail is reading this post, I will suggest, please don’t believe in one time sales and treat loyal customers well.