The following exchange of mail should at least amuse if not annoy you. The story starts in August of last year when I placed an order for a DVD on Flipkart. I have been sending mails to them every month and I more or less get the same message over and over again and I was really getting cheesed off that they were not taking the initiative to keep me informed but were only reacting when I followed up. Let us start from end February where one joker did not even know what product I was referring to despite the description staring at him on the letter itself!
Hi Mr.Rajgopaul,
Order ID: OD30815084007
We understand your concern and we apologize for the delay in delivery of the above mentioned order.
The book was expected to be released by January and unfortunately it was not released as expected.
It is now expected to be released by Early March, please visit the below link for more information and updates –
http://www.flipkart.com/rang-de-basanti/p/itmdhcxtrju6crxz?pid=AVMDHCXGCAWARTDF
I assure you that your order OD30815084007 for ‘Rang De Basanti (Movie, DVD)’ will be shipped on the day of its official release. As always, a shipping confirmation e-mail will be sent to you after shipment of your pre-order.
If you still wish to cancel this order, please revert to us with the confirmation and we will be glad to assist you further.
We request your kind patience and understanding.
To this, I responded as follows by mid March.
It is now past mid March and no communication from you. It is not a book. It is a DVD.
Please advise what should be done next.
To this I received the following message:
Hi Mr.Rajgopaul,
Order ID: OD30815084007
We understand your concern and we apologize for the delay in delivery of the above mentioned order.
The book was expected to be released by January and unfortunately it was not released as expected.
It is now expected to be released by late March, please visit the below link for more information and updates –
http://www.flipkart.com/rang-de-basanti/p/itmdhcxtrju6crxz?pid=AVMDHCXGCAWARTDF
I assure you that your order OD30815084007 for ‘Rang De Basanti (Movie, DVD)’ will be shipped on the day of its official release. As always, a shipping confirmation e-mail will be sent to you after shipment of your pre-order.
If you still wish to cancel this order, please revert to us with the confirmation and we will be glad to assist you further.
We request your kind patience and understanding.
Did I solve your problem? Please click here to let me know.
Please write back to us should you have any other questions or need further assistance.
Regards,
Pratik
Customer Support
On the 9th of April I sent this message.
It is now almost nearing mid April. Now what?
I received this response:
On 09/04/14 7:41 PM, “Flipkart Customer Support”
Response Via Email (Little Pattnaik) 09/04/2014 07.41 PM
Hi Ramana,
Order ID: OD30815084007
Thank you for writing in.
I do understand your concern.
I take this special opportunity to address your concern.
I am glad to inform you that “Rang De Basanti (Movie, DVD)” is not yet released in India. This is expected to be released by last week of April.
The release dates are decided by the manufacturers. Once we have information about the same, we will have it updated on the website.
You have our assurance in ensuring that the order will be shipped once officially released. We, will also send an email to you with the tracking details once shipped.
I request your kind understanding and patience in this regard.
Customer By Email (Ramana Rajgopaul) 09/04/2014 05.00 PM
It is now almost nearing mid April. Now what?
On 18/03/14 10:22 PM, “Flipkart Customer Support”
To this I responded with:
Dear Mr. Patnaik,
I am 71 years old, possibly as old as your grand father, and there are very few people in my life who call me by my first name Ramana. I am disgusted with your casual approach to addressing one of your customers by his first name without knowing anything about him. Neither you nor I are Americans and this is totally unacceptable behaviour in our land.
You are “glad” to inform me that there is going to be further delay? What kind of emotion is that? Your customer has been waiting to get his order fulfilled for over eight months and every month he has to approach you to find out the latest position without your taking any initiative to assuage his dismay and you are glad? What kind of response is that?
I understand that the release date is decided by the producers of the film but surely you do not fulfill your commitment every month and I have to approach you every month and you assure me that you will let me know when it is finally despatched.
This is not customer service. If you see my record with you, you will find that I was one of your earliest customers and was buying regularly every month some thing or the other till your service and prices hit a sixer. I have stopped buying from you and I would like to cancel this order too and look forward to your refunding the amount with you for the past eight months.
Please confirm that this will be done at the earliest.
Thank you.
RAMANA RAJGOPAUL
I have now received the final message as follows:
Dear Mr. Rajgopaul,
Order ID: OD30815084007
Product: Rang De Basanti (Movie, DVD)
We sincerely apologise for the inconvenience caused.
As per the update from the concerned team, the above product is expected to be released by the end of this month. We assure you that the product will be shipped on the day of its official release and delivered within 2-3 business days from the date of shipment.
If you still wish to cancel this order, kindly revert to us and we will assist you further.
We value your time and appreciate your kind co-operation.
Did I solve your problem? Please click here to let me know.
Please write back to us should you have any other questions or need further assistance.
Regards,
Preetham Praneeth
Customer Support
I am still thinking about how to respond to this message. What would you do if you were me? Cancel the order or play it out for some more comedy?