Wisetechie Blog : Ctrl your Tech Life

I was dining out with a friend when I commented to him that the waiter seemed to be over-doing the whole ‘I am your server, tell me how is your food act’. It was getting annoying to me and I commented to my friend that he doesn’t need to do it. He reminded me of an incident which would make me skip a particular Subway India restaurant and I understood why some places always make it a point that you feel pleasant after going there.

It was new-year’s eve, we were planning on cooking a good dinner for the night and hang out with friends to ring in the new year. So I had skipped breakfast and hoped to catch a quick bite at the Subway in Jayabheri (Near Kothaguda Area). As usual, I got the robotic greeting from the person there. Waited a few mins for my turn, since it was a Saturday morning they were probably short of staff.

I ordered my favourite breakfast sub (which is bread + meat + eggs) and asked the guy there to add veggies (which are an extra 30 bucks or so, INR). anyway so this guy agrees but later on he says his cashier tells him not to allow it and he flatly refuses to add the veggies or for that matter anything to my sub. Now take notices of the fact that this is my favourite sub and I eat it all the time from this outlet as well as from other outlets. I ask for the manager, he points me to the shabby looking cashier , I say manager or owner, he gives me a number which is always switched off. I give up and ask him to finish whatever he had started making.

Now while all this is happening, I casually tell my friend that I will never visit this outlet again. It happens just like that, 1 bad experience ticks off something in your head and you involuntarily decide never to visit a place again. I decided to rely on the other subway outlet near my home that has no problems accepting my requests and whose workers actually listen to me. The owner of that store also responded well to me when I had complained about a certain issue.

That’s the different that good customer service can make to your business, just keep it in mind and instruct your employees to do the needful

I am going to send across this link to the Subway India folks and see if they can take a hint.

Fresh on the heels of the pathetic Kingfisher Airlines experience we had recently, comes an incredibly good experience. I was travelling last weekend from HYD to Delhi and chose Indigo Airlines , mostly for its on time service. So here is the long and short of it :

1. We departed 15 minutes before scheduled departure time.

2. We landed about 25 minutes before scheduled arrival time.

Check-in : Smooth, barely took 5 minutes, staff was courteous and offered me good seats when I indicated that I was a frequent flier. There was also another person with a portable checking machine, but he skipped me for some reason

Onboard Service :  Very professional, a little too professional ? A little more warmth will go a long way in making passengers feel more comfortable. Also onboard food is too expensive and not really worth the money.

Fares : Somehow Spicejet always manages to get a 1 to 10 rupee upper hand on Indigo prices. Otherwise Indigo is the most economical option on most sectors

So how does it compare to other low cost airlines, in a nutshell :

Indigo vs Kingfisher Airlines : Kingfisher is overhyped, expensive with a very bad CRM, you can see my previous post for more. Their customer care doesn’t even reply to complaints. On the other hand, when I had complained about Indigo’s seating policy last time I flew with them, I got multiple replies. This time the problem seems to have been rectified. I will confirm after my return flight only though

Indigo vs Spicejet : Not much to separate here except the exceptional on time performance of Indigo Airlines vs Spicejet. Last time I took a Spicejet flight at around the same time as this one, it was delayed by over 2 hours.

A rare honour, for this particular experience, I was so delighted to spend more time with my family, I give Indigo a Rating: , however I will reserve more comments for my return flight.

Update : Got a reply from them that they were investigating the issue and would reply soon, been 13 days since then. Not holding my breath if you know what I mean, big thumbs down to Kingfisher Airlines and its customer care.

Rating:

Thank you for your correspondence to us. We sincerely apologize for the delay in our response to you.

We acknowledge your concern regarding the recent experience of your mother with Kingfisher Airlines. We would like to share with you that, on receipt of your email an investigation was initiated on the issue; the time taken for the investigation has regrettably delayed our response. Please accept our apologies for the inconvenience caused.

We request you to please allow us some more time and we will revert to you soon.

Best Regards,

<name hidden>

Guest Commitment
Kingfisher Airlines 

My mom had to go to Shimla on an emergency and since Kingfisher was the only Airline operating the flight, we booked their service for a price that would be around 5-6 times the cost of a road ticket , ofcourse that is not the point. The ticket was booked through Ezeego1

As you maybe aware Kingfisher operates all its flights through Terminal 3 at Delhi which is outside the city. That day due to bad weather Kingfisher decided to cancel the flight after keeping the people in dark and delaying the flight for a few hours before cancelling it (to their credit they served a subway sandwich in the wait period). They gave the guest choice to take a refund or re-book for another day or they could arrange road transport. Ofcourse my mom didn’t want 5000 rupees worth of road transport to Shimla, so she opted for the refund.

When my 55 year old mother asked for transport back to the city, she was in for a rude shock. The lady at the counter asked for some time after consulting (with god knows who), she told my mother that since we had booked via a travel agent, she wont be providing her with transport back to the city. What an outrageous excuse ? It would be better if they say they don’t give transport, but to deny that over such a frivolous reason was totally unacceptable, how does it matter when they are cancelling the flight, its not like they will be paying commission to the travel agent for the cancelled flight. Anyway, my mom being a non-violent person did not raise a hue and cry. I am sure had she done that , she would have got a cab for the city instantly.

As a result, my 60 year old dad had to make the long trip to terminal 3 and get my mom. Its still fine at this stage except for te stupid reason given by the lady at the counter. What irked me more was that when I complained about the incident via the Kingfisher website where Vijay Mallya assures you he is taking things personally, I didn’t even get a callback from these guys let alone an apology. So truly un-premium service, served with arrogance.

In contrast, Indigo, Spicejet and Jet Airways all made a point to personally apologise and thank me for any bouquets and brickbats I sent their way.

The purpose of this post is just to let people know that Fly Kingfisher may boast of premium service, but our experience was truly third class with them. Will send across this post to them in an email.

Finally I decided to go over to the HD side, and why not get a DVR while we are at it. I decided to upgrade my Tata Sky box to a Tata Sky HD Plus set top box. HD signifies High Definition while plus signifies DVR capabilities. On Wisetechie we cover the installation and the basic formalities,  head on over to IndianTechBlog  for features and usage.

Ordering and Installation : I ordered via the Tata Sky helpline, I paid with my credit card over IVRS, the set top box cost me Rs.3999, 500 rupees less than it would have cost me if I were a new customer. Tata Sky is a move which I consider unfair trade practice has restricted name transfers on Set Top Boxes. That would ensure that people return their set top box to Tata Sky for Rs.300. The engineer who came to install told me that the returned boxes are then used as replacements when someone’s STB goes kaput.

Anyway, 12 hours later I got a call from a Tata Sky engineer wanting to fix an appointment with me. He arrived 30 minutes late for the appointment with a set top box and a dish. He replaced the previous dish because the new STB would need a bigger one. Also since this had a DVR, they would need an additional wire from the Tata Sky dish to our STB.

The carton in all its glory, contains a Set Top Box, Smart Card, HDMI cable, el cheapo batteries, remote and a manual.

Made in Thailand, el cheapo , also notice inflated MRP of 4999.

A view of the backside wiring of Tata Sky Plus HD. This has a FAN

Notice the Ethernet ports and the USB ports, they are marked for future use in the manual. If its future use or TATA Sky couldn’t figure out a use , its anybody’s guess !

After the wiring was done, the installation guys switched on the STB and let the box download the new software, a few calls to the Tata Sky helpline and we were all set, receiving HD channels. For HD channels, Tata Sky charges Rs.50 a month extra on top of your normal package. Its definitely steep, especially for only 6-7 HD channels. Star has the most HD offerings and Star World , Star Movies and Star Plus HD do not have advertisements yet.

Picture quality was as expected much crisper for the HD channels and even non-HD channels improved a lot. I am using a Sony Bravia 40 inch LCD with this box and the difference in non-HD channels was very noticeable.

Above is a snap of the HDMI cable given along with the Tata Sky Plus HD Set Top Box, nothing much to write home about, looking to get a replacement from the United States in hopes of even better signal quality. Anyone knows if gold plated ones are worth it ?

A small overview of the Tata Sky Plus HD remote :

Hope you enjoyed this basic overview of the Tata Sky HD Plus Installation and Ordering process. For more information about features and information about usage and hacks, log onto this IndianTechBlog article.

A special mention for the Tata Sky installation team here, they were thoroughly professional and did their job very very well.

Thanks to a comment on the blog, I have figured out that this does not work if your URL starts with f6mail or f5mail. In my example, my mailbox is hosted on f1mail and it works fine. Since f2mail and f4mail also point to the same IP address as f1mail, they should work too.

If you want to forward all your emails from your Rediffmail account to any other email account, simply follow the steps below:

1. Go to the classic version of your Rediffmail account. This is important else you will get an error “You have not specified any email address to which you would like your emails forwarded “ You can do this from the new version by clicking "Back to Classic" on the top right corner of the webpage.
2. The browser location will look like http://f1mail.rediff.com/prism/maillist". Replace maillist with forwardyourmails?action=showform
3. Enter the email ID that you want to forward your Rediffmail email to and you are done!

I was casually doing some idle surfing on the Internet when I remembered a bad incident I had at a Reliance Fresh store, the cashier had deliberately not applied discount for a discounted item and later on much pushing he applied it. Anyway there were 1-2 more instances when I was disappointed by their services so I decided to complain online.

If you follow our blog regularly you would know that we very often bring up the ground realities up to senior management of companies so that they can attend to matters.

This is where the trouble starts :

I couldn’t find any email address for reliance retail nor a feedback form. That is probably THE most shocking thing for a company in the service sector having retail outlets. I couldn’t find a way to contact a senior person in Reliance retail to look at my complaint. As I investigated further I could literally see thousands of complaints people have posted  against Reliance Fresh and other Reliance Retail outlets at generic consumer complaints websites. These vary from overcharging, hoarding, loss of articles kept with security guard to even more serious ones like misbehavior, selling of bad quality (rotten) food items etc.  Even they were victims of the fact that Reliance Retail doesn’t seem to have an easily accessible CRM. A number of people did try and complain via the store root but hit dead ends.

It doesn’t give me particular pleasure to make this post, I am also a shareholder in RIL, albeit only holding a few shares. Just hoping that this post catches the attention of some higher up in Reliance Retail and they come up with a customer relationship solution that’s much better. At this point anything would be better than the no customer care we have.

Do you have a good or bad experience at Reliance Retail (especially Reliance Fresh)  stores to narrate in comments ?