Gati — customer care
I too booked some consignment with GATI and am reproducing the letter I wrote to them.
'I used your toll free number last week to inquire about the possibility of transporting a bike(yamaha) and a carton, to Chennai. The lady, who took the call, took down my address and ohone number as also the details of the consignment. She informed me that the bike would be charged at Rs 8.50 per kilo with a fixed weight of 150 kgs. Additionally, the carton would be charged at Rs. 8.50 per kg as per the weight . I informed her that I would keep the consignment packed and ready for pick-up. The call ended here with no Ref no being given to me. Since that day, I have spoken to atleast 3 more ladies at the same toll free number, giving them the same details again and again. Yet no one turned up to pick up the items. For the last two days, atleast 3 more people have called up enquiring from me the consignment to be sent, would I come and deliver the items at the head office(!), where do I want to send them and once again, my address. I am surprised that such details of the customer are not being passed on from the call centre to the office which is supposed to execute the task? Today, finally, I called the call centre again and spoke to a lady called Amita, who was cordial, took down all my details again, spoke to the office in secunderabad and assured me that the luggage would definitely be picked up today. She gave me a reference number too which was 10128130.
I received a call from a lady in the afternoon asking for my address again and informing me that the vehicle would come in the afternoon to pick up the consignment. Thereafter another man called to ask me the destination of the luggage
(after so many conversations!)which I told him. He then said that he would make the reciept and send it to me. I found that unusual as the carton was yet to be weighed to ascertain the weight. He then put me in touch with the lady from the head office again who surprised me by saying that the cartons are charged at 15 kgs even if they are lesser and the bike is charged at Rs 3000, fixed rate. When I told her that the call center had not given me these details, she said, they may not know but this is what the rates are!
Afetr spending 6 days in the hope that your company would provide me stellar services, like you have always done in the past, I'm very sorry to say that the experience has been harrowing. I am surprised that details of the customer are not passed on, the rates' list does not match and there is no time frame within which the orders are executed. How can one expect to grow in a competitive market such as today if this is how customers have to book consignment.
I would request you to look into the matter and improve your services so as to regain customer confidence.It would also be good to know what the actual rates for the consignment are; was the call centre right or were the rates given by the head officew correct. That would be help me solve oart of the confusion.
Mini Agarwal '
The service has been horrible with GATI and I would not recommend them to anyone. What is worse is that the consumer care page on their site does not even accept the compliants!!!
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