The Best Customer Service I've seen in 31 years!
I recently pre-ordered the Special Edition of Max Payne 3 on Flipkart. While this was more than twice the cost of the 'normal' edition, it had some amazing extras. I paid the amount in full, using my Credit Card.
I had been looking forward to the delivery of this game for over a month. A day or so ago, I received an email telling me that the vendor was unable to get stock of the special edition. It may come to India eventually, but the normal edition was the only option for now.
I asked if I could cancel the order, wait for the special edition. I was informed that the money would be refunded, placed in my Flipkart wallet. This meant that I would have to spend that money on their site. I found this to be highly unethical. I paid money for a product, they failed to deliver that product. Now they were dictating where I should spend the refund, forcing me to use their 'Wallet'.
I sent them an email informing them of this. I was resigned to the process. Less than 10 minutes later, I got a call from their customer service, informing me that a straight credit card refund was also possible! He apologised for the mix up. I was stunned! I have never, in my life, dealt with a company that followed up on an email that quickly. On a Sunday evening!
I was already a fan of their service and site. Now I'm actually an evangelist! This is the standard all our mobile companies, airline companies and other sundry 'customer service' companies should strive for!
Comment
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Comment by Bijoy on July 24, 2012 at 4:41pm -
I guess its true to the customer service ethics. Recently had to book air tickets on Jet Airways. Booked and paid through bank transfer, and immediately Jet airways site crashed. Money was gone form my account. As I had to travel again, spent the same amount again immediately on the same site and got the tickets.
Then made the call to customer care of Jet airways and raised my concern. Reply was that I will receive the amount in my account in 48Hrs. So to take my money form my account takes only seconds, but to return takes 48Hrs.
So assumed it thier process, and waited. 48Hrs passed no money. 5 days passed no money even after lot of customer care calls and frustration.
After 7 days, decided to raise the complaint. Found the nodal officers email ID through Google, emailed the nodal officer for airways. Immediately got a call from Jet that they will be refunding the money soon. Also in another 6 Hrs, got confirmation from bank, that money has been deposited. Only outcome, is frustration, disappointed and displeasure that i have to travel on their plane. :( with no alternatives.
One of the few things we miss out on customer service from other e-commerce sites.
Flipkart is truly awesome.
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Comment by Jitendra Gursingh (Stuffcool) on May 28, 2012 at 12:30pm -
Awesome! We @ www.stuffcool.com have also set our benchmark as Flipkart. The amazing levels they have achieved almost in every field of e-comm i.e. logistics, CS, UX etc. are really high! A case study for every company, whether e-comm or no!
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Comment by Nishant Agrawal on May 21, 2012 at 12:02pm -
I first came across Flipkart 3 - 4 years ago. I ordered a book. The one they sent had the same title and author, but a different translator (it was a Russian book). I emailed them asking for a replacement. The next day I was told that they had dispatched the correct book, and that I could keep the previous one. It was a pleasant surprise. My previous experience dealing with an online book store was with firstandsecond.com. They took 3 - 4 months, and 10+ emails from my side to dispatch my book.
Don't know about the profitability, but Flipkart rocks when it comes to customer service. Hardly Indian.
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Comment by Amitabha Saha Roy on May 20, 2012 at 10:12pm
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Customer complaints are often the best opportunity to convert into Customer delight experiences. If only they are handled like the experience you had.
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Comment by Alok 'Rodinhood' Kejriwal on May 20, 2012 at 6:58pm -
Awesome!!!
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