[Resolved]  Croma Retail — SERVICE MANAGEMENT NORTH INDIA

Address:

South Delhi, Delhi

A day before and a noon after a memorable evening with India’s leading change activist, Anna Hazare ji; we came in touch with a bunch of after-sales professionals, who remind us that corruption and decadence, is not just in the governance of our country.



It is a strong malignant virus, which is prevalent in corporates and businesses as well. It needs to be dealt with great strength and resolute willingness. The corporate sector has created many hiding holes, for several languishing and opinionated managers, who ride free on the backs of their hard-working colleagues. (They’ve been getting away scot-free too!)



OUR INTENT AND SUPPORT:

Being residents of Greater Kailash Part 1, New Delhi, and being very active in Community Welfare for over four and a half decades, we are concerned about the issues of Consumer Welfare, and Awareness, and would like our fellow residents and neighbors, including co-investors (those who have brought products from Croma Retail Outlets/ Infiniti Retail, India) to support us with their signatures, as well as through the social media, to highlight this issue.



We would also request consumer organizations, within the country, and abroad to take up, and help us wake many such ‘indifferent’, and ‘insensitive’ consciences from their ‘Sunday Siestas’, and ‘Employment Sabbaticals’.



Furthermore, we ask our veteran Media Comrades in India, and many friends from New Media to propagate these issues, and start exposing these management tyrants who are destroying the ethics of corporate businesses, and trading.



Their ways of conducting their professions, and their ‘free-ways’ with words could be the reason why we’re still a ‘developing country’, and a motive why we must come together, to weed them out, with a strong rake, if we, as a people, wish to lead, and inspire a world audience.



OUR CASE:

After an agonizing week of following up, with a pompous Service Management Head, who seems to have be sworn to his seat, by favoritism, and not qualification; we have been pushed to take the stance of going public, and will also put a legal claim if misbehaved with, ignored, or mistreated, in the same arrogant way, again, by any other senior management professionals, or directors of Infiniti Retail. We will have to end our forbearance, and shall be forced to forego our compassion.



NOT QUALIFIED TO SELL

As all customers are, we, too reserve the right to be served with a smile, especially when we are paying for it.

But, do you, as retailers, have the justifications to sell an electronic product to your customers without knowing how your products work, and how they are to be repaired?



NOT QUALIFIED TO SERVICE

The two engineers who visited us, one yesterday, and the other one today, both seem to have ‘zero-product knowledge’. Your Service Manager, and your Assistant Manager (Under Zonal Manager’s) defense make no sense.

When you sell a product, your team, needs to be product trained. Your site-engineers or whomever you send across need to be smart enough or qualified enough to know how it works.

Only an enthusiastic and qualified engineer deserves to be a Service Manager, and not one who just knows how to throw his weight around on his juniors which you term as ‘engineers’ - either ‘qualified’ or ‘namesake’) and definitely not one who has absolute no training in listening skills, and customer-relationship etiquette.

Generally speaking, incompetent team-leaders only claim to fame, will be their ability to cling on to their jobs, until all the good ones, have left. “CEO’s will come and CEO’s will go, but I will cling on forever!” shall be their mottos.

Procrastination, and ‘Nobody Can Touch Me, I Have A God Father In This Company’ Nepotisms is the corruption that needs to be strongly dealt with.


THE URGENCY TO REDRESS

We bought this particular Croma De-humidifier, because we have been using two of them in our home in Bandra, Mumbai, for the past two years.



We bought another one in Delhi, clearly defining that it was for ‘Urgent Medical Reasons’, which has so unashamedly been ignored, by the Infiniti Retail Service Management, that has made us wonder if anyone in this ‘over-staffed’ company, actually believes in caring for their customers needs (in this case, for the ailing ones in your family)



What is the point of opening a shop in our neighborhoods, when you can’t be aware of our needs, and sensitivities? We suggest you immediately shut down your stores from all neighborhoods and start selling arms and ammunition, instead. Customers are realistic people, with real needs, and of course, real money.



AFTER SALES SERVICE AFFECTS YOUR SALES AND SALARIES

Service affects sales. Don’t try to speak on behalf of an intelligently designed product, if you cannot make head or tail of it, yourself. Find someone more qualified in your team to make that statement. Don’t shoo away those customers, which showroom managers, so painstakingly woo to bring in. Serve Fair.



Never try to kill the spirit, and enthusiasm of your customer, especially when they have the ability to pay. Maybe, the best way to save your job, all those years, was by giving your customers a refund. On the other hand, maybe your next promotion can come by knowing how to retain them!



INCOMPETENT SERVICE MANAGEMENT

If your team was eager enough, the first option would have been a stand-by replacement, or suggested a quicker 'resolve', than being asked to 'revolve' around the broken words of a quick-tempered team leader who has over the past week, been caught by us, sitting in the comfort of his office and home, giving impractical orders to his juniors, and shouting out to us ‘What More Can I Do But Give You A Refund’ commentary, just because he was unable to make it work from his ‘mental, imaginative remote’.



His ‘mental remote control’ seems to be the issue, as we have observed that he has a dwindling memory, he is completely insensitive about the failing health of our mother, he has no value for our time, and profession, for he keeps us waiting for days, whereby we cancel our speaking, and consulting appointments, thereby causing us to lose a lot of money. Apart from this, he also has, which is strongly evident, by now, a very weak backend team, along with a vilified ego, as he has till now, been unable to resource, or motivate a ‘more experienced’ technician, or engineer from within the company, to redress this issue, apart from the ‘namesake’ ones he sent us over.

Above all, the ‘batteries’ that drive his mental remote are acidic, and people with self-respect and communicative intelligence, such as us, will not accept his choice of slangs, rebukes, and sarcasm. He is completely amateurish in his demeanor, and get’s into petty talk. We are not interested in repeating and discussing the problems we’ve been facing, but he doesn’t seem to be inclined towards finding solutions, either.

Hence, he is not a worthy team leader, and we are unsure of his ability to keep his new ‘open-promise’ of tomorrow afternoon and provide us with a timely solution.



(We have two complete telephonic recordings in mp3 format to support our statement. Though, we’re sure his juniors and the customers he deals with, are silent testimonials to this demeanor.)



OUR REASON TO TAKE OUR COMPLAINT TO THE NEXT LEVEL

Due to paucity of time, and as it is a medical urgency, we cannot wait any longer, or get into any more pleading with this insensitive human being.



WHY DIRECTORS AND INVESTORS MUST RELOOK AT INFIINITI RETAIL, NORTH INDIA

Well, we could go on and on with the story of how one after one, over the past two years, neighbors and residents of South Delhi, have had near death experiences banging their faces and skulls, into the faulty entrance door at your East Of Kailash Store, and how a 5 year old boy ran headlong into the defective closed glass door, and still suffers from a deep trauma.

It’s easy for us to go ahead and do a signature campaign, to ask you to mend your business systems, and the services that you provide. But, by far the best way, to begin is by bringing this experience to the attention of the ‘God-father’s’ of these procrastinating co-workers, asking them to re-shuffle their cards, and sift the corrupt.



We hope you, individually or collectively, will not cause further mental agony, financial loss, and make amends immediately. We hope your conscience wakes up, before it’s too late. We hope you realize the value of a customer’s time and money, for that is what brings you, your professional successes, and happiness in your homes.




Eagerly expecting a ‘rocket-scientist’ to land up, at our home, and telling us the secret codes of running this ‘God-father driven’ Dehumidifier!





PRODUCT BOUGHT: CROMA DEHUMIDIFIER CRH3018

PAID: Rs. 12255.75

INVOICE NUMBER: SLF02A[protected]

BOUGHT ON: 15th July 2013

CURRENT PRODUCT SITUATION:

Both De-Humidifiers, (including the replacement piece sent today) are functioning, alike. So either, both are faulty, or the previous one was perfectly fine. It was the inability of the engineer to know how to use it. ‘Compressor Not Working’ was his analysis yesterday.

The engineer ‘who came today, did not know how it worked, and was trying to read the manual. Both ‘compressors’ were working!

JUSTIFICATION AND COVER UP BY SERVICE HEAD, NORTH:

The engineers are saying that they are being unable to explain to you, how the machine works, and a lot more blah!

PEOPLE CONNECTED TO:

· Nihal: “Engineer” on Day 1st [protected] (was not carrying any identity card while visiting residential premises)

· Thomas: “Engineer” on Day 2nd [protected] (was not carrying any identity card while visiting residential premises)

· Manish Aggarwal: Service Head, North India [protected] Manish.[protected]@infinitiretail.com

· Rakshit Arora: Assistant Manager (Under Zonal Manager) [protected] Rakshit.[protected]@infinitiretail.com

· Deepak Desai: Floor Manager, Croma, Kailash Colony lambahouse-eok.[protected]@cromaretail.com

· Pradeep Kumar Giri: Asst. Dept. Mgr, Croma, Kailash Colony lambahouse-eok.adm1.[protected]@cromaretail.com

· Gurmit Singh: Asst Manager, Service [protected]



Shruti Raghuvanshi,

Thought Leader, Counsumer Activist

Talking Rich New Media