Do perfect customer care still exists or has it disappeared just like dinosaurs?
The idea of writing this article appeared in my mind when I came across the reply I got from the customer care of my smartphone company (Motorola) to a complaint I filed around 15-20 days ago. According to my experience, I don’t think so there is such thing as “perfect customer care” or “best service”.
It’s been only 8 months since I purchased my phone but it gave me trouble. The power button was not working properly & the battery was also draining very fast. Moreover, it was not charging properly. I complained about it online to customer care and received an email regarding the complaint that I should visit the nearest Motorola authorized service center.
I went to the service center and waited for my turn. The lady that attended my complaint said, there is problem with my charging cable and it has rust from inside and I have to buy a new one. The price of the new cable (type c) was Rs.750. Really …! Rs.750 for just a cable. I orderd the compatible cables online from 2 shopping portals and none of them worked and eventually I had to visit the service center for the second time and waited there long time for my turn. I asked them to thoroughly check my phone but they refused saying that problem is with cable only and told me to buy cable from them.
Because my phone was switched off from 5-6 days, I had to buy cable from them on the spot (24.10.2017) and I checked it there that it is working with my phone. When I went home and kept my phone on charging, after 5-10 minutes the charging stopped. Again within 40 minutes I went to the service center and told them, the cable you gave me is not working. I insisted them again to thoroughly check my phone because how can charging stop if the cable is replaced and my phone is OK but they again turned down my request saying that we’ll replace the cable and you can check it here by charging your phone for 10-15 minutes. The new cable worked completely fine there and even at home also till night. Next day i.e today (25.10.2017) in the morning it didn’t work. Now again I have to go to service center and wait in the queue for long time for my turn.
I had very bad experience, very bad. The waiting time is so long that it takes 45-50 minutes easily. My experience also tells me that this sort of situation is not uncommon. 90% of people there were having problem with their charging cables only and they received the same treatment.
Thus, the companies claims to give good customer support, easy assistance but in reality, this is the service the customer receives at the ground level.