WARNING AND COMPLAINT
Subject: PROFESSIONAL COURIERS , MUMBAI , Maharashtra
Customer inimical , Unreliable and Negligent Courier Co.
Website: www.tpcindia.com
Details of complaint :
Shri M Siroya from Marol, Andheri E Mumbai , had sent a PARCEL
containing some important and invaluable documents to MR Karunesh
Agrawal , Cyberwit.Net at Allahabad on 03.02.10 . As no delivery was
done till 8 Feb he lodged an enquiry with the collection office of co.
at Marol. No reply or status was given till 10 th . So shri Siroya
submitted a complaint to Consumer Complaints Cell to pursue his
complaint . Same day Secretary of the cell Sunit Shah phoned the
Customer Care deptt. of the courier co.One Mr. Jose after due enquiries,
assured that it will be delivered on 11 th . Inspite of this ASSURANCE ,
no delivery. On further contact and requests, the said Mr. Jose
CONFIRMED ON 12 TH FEB that the consignment is delivered. When consignor
phoned the consignee, he denied of such delivery . On 13 th , this cell
phoned Mr. Jose asto why the company should lie , misguide the customers
and take them for a ride; Jose transferrred the line to one Ms. Neelima,
who on phoning the consignee accepted the fact of NO DELIVERY.She
assured that 100% it will be done by evening. The consignee at Allahabad
not only denied having received but also informed the consignor that the
courier co. representative ((Mr Rawat) at Allahabad, told him that no
such parcel is received at his office . On this, consignor got alarmed ,
and requested us to put a formal urgent complaint for status or the
retrieval of the consignment . on 13 th evening , we first orally warned
the cusotmer care head Mr. Johnson for such UNPROFESSIONAL and cavalier
handling of customer complaints and save the REPUTATION of company .
This was followed by email notice ,calling upon him to tell the TRUE
facts about the consignment by 14 TH . Neither he or anyone informed us
till 16 th. However, the complainant Consignor informed that the
delivery was finally made on 16 th Feb.10.
The complaint is now resolved. But in the process, there was a huge follow up
and pursuing involved; lies were fed as feedback to complainants. Till
today, there is no REPLY/ANSWER to the formal notice sent by this
Consumer Complaints Cell. That is enough proof of the Co. callousness to
even NGO, forget about individual complainant.Total lack of courtesy
There is total lack of GRIEVANCE REDRESSAL PROCEDURE IN THE Co.
Solution desired:
The Courier co. must improve their organisational set up,
training to the staff , accountability and sensitivity to the Customer
Complaints with quick and true feedback. No casual but serious handling of customer complaints be in place.
Help needed:
Information about this co.as given on their Cash bill
receipt is either outdated or wrong . Even Corpo. /Regl. Office (WR)
email ID is wrong , mails get bounced.
My Suggestions
For the organisation:
1. Devise time bound grievance procedure
with clear accountability and name of officers , phones, email Ids 2.
Update all info on the receipts. 3. Transparent , honest and quick
feedback channels 4. Develope result oriented customer care programmes 5
Strengthen the consignment movement record and traceability computarised
system. 6. The anti-consumer and illegal condition of limiting the
compensation to paltry Rs. 100 for loss or damage, must be abolished.
For the Public
In past too and as per the feedback received
from other consumers, this courier co. has been found negligent ,
unreliable and not Customer friendly. Therefore, the citizens are
advised to avoid using their services as far as possilble.
For Government
1.For Posts ,Telegraphic and Telecommuniction
services there is a statutory regulating authority. Such authority
should be in place for Private Courier companies too ,to make them
regulated and accountable . That will infuse adequate discipline and
penal fear too amongst such arbitrary courier firms/companies.
2. Normsfor licensing and or efficient operations of all courier companies/firmsmust be made by the Govt.
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