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!
Nilay Jhaveri
Wow! Simply Superb!
Bijoy
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.