Improving Brand Customer Service: Issues

Below are some of the issues that you have outlined in the circle in regards to issues with existing customer service channels of brands. Kindly review and share any additional issues you have experienced. Once we receive your feedback, we will have a separate discussion on solutions that must be implemented to address these issues.

Customer Service Channels of Brands - Issues Faced by Consumers

1. Call to the published helplines many times goes unanswered
2. Even if the call goes through, the waiting times are quite high
3. Email queries are almost never responded to
4. Queries/complaints on the social media pages of the brands are only addressed after repeated reminders
5. Customer service does not give out information of the higher ups in case one wants to escalate the matter
6. Customer service promises things but does not deliver
7. They keep on asking the customer to call at a later date
8. Their most frequent excuse is ‘our systems are down’
9. Many times calls are transferred from one person to the other leading to the customer having to explain the case repeatedly.
10. Many times persons visit with identity cards issued by brands as service agents and dupe customers
11. There is no way to know genuine service agents of company
12. Brands often deny responsibility of products bought online stating that the electronic intermediary is not authorized to sell that particular product
13. Brands often do not disclose full specifications/limitations of the product in a bid to sell out.
14. Brands disparage similar products of other brands misleading customer
15. Often no action is taken on complaint till warranty period is over to avoid responsibility more  

View all 83 comments Below 83 comments
there should be some regulations to provide for damages and penalties for every in case the company fails to redress genuine problems and complaints a fixed %age of which should to to the complainant without intervention of court more  
Cases are closed on one-sided decision of the Customercare Service, even if NO SOLUTION has been provided. more  
Customer Care phone numbers must be toll free and no call charges should be collected from the customer / consumer by mobile / landline service provider. more  
The serviceman does nothing but ask for inspection fee or quote a price which is very high with respect to market price. more  
Service parts of big brands are on higher side.
Some brand taking Rs 1000 for inspection only. more  
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