Everyone used to dealt with a company support system - mostly operating thru call center and BPO. In most cases they are not company employee or they are company employee with very little knowledge and rights.
There is real need of improvement in support system of India companies. Usually, such company setup a call Center operation and think - job is done. Most of the cases employee in such center will cut and paste a standard text reply irrespective of type of question a customer raised. At the end of 25-20 mail exchange / phone communication - reporter will fade up and leave the things on it's fate.
I can name 3 such operation - SBI, QuickRemit, HDFC. They always send similar cut and paste text what ever you ask with foot note - "We trust the above clarification satisfies the query raised by you."
In one of case, I have more than 20 mail exchange without getting definite answer and finally left the case on it's fate. In another case, bank is deducting Rs. 100 per year for a ATM card that they have replaced themselves 6 year back as part of card upgrade process !
In such cases, we need to ask for Management Escalation process and detail. It is something usually you will get only after few follow up !
Here is HDFC Cards management escalation detail if someone need:
Grievance Redressal Officer
HDFC Bank Cards Division
8, Lattice Bridge Road
Thiruvanmiyur
Chennai – 600041
Email : grievance.redressalcc@hdfcbank.com.
Grievance cell Tel: 044-23744704
http://www.hdfcbank.com/personal/find-your-nearest/find-credit-card-helpline-numbers
There is real need of improvement in support system of India companies. Usually, such company setup a call Center operation and think - job is done. Most of the cases employee in such center will cut and paste a standard text reply irrespective of type of question a customer raised. At the end of 25-20 mail exchange / phone communication - reporter will fade up and leave the things on it's fate.
I can name 3 such operation - SBI, QuickRemit, HDFC. They always send similar cut and paste text what ever you ask with foot note - "We trust the above clarification satisfies the query raised by you."
In one of case, I have more than 20 mail exchange without getting definite answer and finally left the case on it's fate. In another case, bank is deducting Rs. 100 per year for a ATM card that they have replaced themselves 6 year back as part of card upgrade process !
In such cases, we need to ask for Management Escalation process and detail. It is something usually you will get only after few follow up !
Here is HDFC Cards management escalation detail if someone need:
Grievance Redressal Officer
HDFC Bank Cards Division
8, Lattice Bridge Road
Thiruvanmiyur
Chennai – 600041
Email : grievance.redressalcc@hdfcbank.com.
Grievance cell Tel: 044-23744704
http://www.hdfcbank.com/
