Hi,
Note - before reading my entire experience, please note this point. If you have any important occasion like catching a flight or attending a meeting or function, please please please avoid fast track.
I usually don't give review for any service whether i have positive experience or negative experience, but this time, the way fast track and it's cab driver's irritated me was tremendous.
I booked a cab for outstation (To a village in arani district from chennai avadi) for an important function on 31st july 2016 morning 5:00 am.
In order to avoid delay of cab, i booked it in well advance. I booked cab on 30th july 2016 noon itself.
Below are the step by step incident's which i faced -
1. I booked a indica cab on 30th july 2016 noon. I asked the customer care support person multiple times, whether the cab will reach at correct time and she gave me full assurance that they will be perfect in their service and the cab will reach half an hour before itself to my location since this is a outstation travel.
2. 31st july 2016, early morning 12.30 am i got a driver's detail in message.
3. After one hour, 1.30 am i again received the number of another driver's detail.
4. Morning 4 am i called the fast track customer support, to inquire which driver i have to contact and they asked me to contact the second driver number which they sent me.
5. I called the around 15 times between 4 to 4.30 am, but the driver didn't attended the call.
6. I contacted the fast track customer support around 10 times, each time they will tell that they will contact the driver and ask him to contact me asap, but i didn't got any call from anyone. 3-4 times the support person escalated my call to there head or some higher level person, even they said the same thing that driver will contact soon but no response at all from the driver.
7. Everyone in my house were extremely irritated. It was already 5 am, which was our departure time but we didn't even got call from the driver.
8. With extremely irritated mood i called the customer care again. The most irritative thing was i had to again and again explain the entire scenario to each and every customer support person i get's to talk. The person with whom i talked at 5 am was so rude and he was shouting that the driver may be on the way that's y he may not have attended the call. This felt seriously stupid to me, because how can a driver come exactly to my home which is around 4 km's away from main city.
9. With full irritation i called the customer support for the final time and asked them to connect my call to their senior manager. I was connected with higher level person. That guy started brain washing me by saying yes sir, mistake is on our side, we apologize for it, we understand your situation blah blah blah. I asked him to assign some other driver as soon as possible.. But his response was, he will contact the same driver itself will his alternative number and ask him to call me very soon.
10. At 5.15 the same driver called me back and said sorry sir, just now i got information from fast track that i have a outstation ride at this time, that's why i have not attended your call. He said, he will reach my place in next 20 mins... I was ok with it and don't want to talk further with customer support and get irritated more.
11. At 5.35 the driver reached my place with more more more irritation. He came in etios cab however i have booked indica. The rate of etios is higher then indica. I asked this guy, why did you brought this car, however i have booked indica. He says, i don't know sir, this is the only car i have and fast track have only assigned me to pick up you.
12. Then i called the support again, they said, i can travel in this car and have to pay the same amount which would have costed for indica and mentioned the same to driver. I was ok with it.
13. 5 min later driver started telling fast track have moved his pickup to vacant (I seriously didn't understood what he meant with that). Later both myself and driver talked to customer support and finally we were ready to start from my home.
14. We were just about to enter the cab, the most interesting thing happened... I got call from two cab driver's ;)
One driver say's he is 4 km away from my location and need to know the route to my home.
Second driver say's he is 6 km away and need to know route to my home.
We were totally annoyed with this. I said to those guy's that one cab already came to home and asked them to return back.
15. Finally our trip started and after that everything went fine.
16. When i recieved the message of driver detail's at morning. It was mentioned in the message that if the cab come's without fast track sticker, we can avail a discount of rs. 500.
There was not even a single small piece of sticker in the entire cab relating to fastrack.
But, myself and my entire family ppl were totally fed up with talking to this fast track support and listening to their stupid reasons. We didnot wanted to hear anything more from anyone else too, so we kept calm and didn't asked anything to driver.
The only good thing was, the driver charged only indica amount and not the etios amount, didn't demanded for any additional money too.
And finally, if any fast track management person is reading my review, i just want to say that -
Big big big thanks _/\_ _/\_ to you people. This would be my final travel with fast track. I will never ever suggest fast track anyone in my life.
Steve here from the Customer Relations team. Always here to help!
Thanks for bringing out your concern, we understand we may not be perfect, but we always strive to make things right for our customers. We apologize for the difficulty you have faced and we want to reach out to you.
Could you please share your contact number & email id, so that our team can contact you.
We take pride in our customer service levels. Customer satisfaction is our main goal, and we go the extra mile to ensure our customers are happy. In case you wish to talk with our Care team, please call on[protected].
Sincerely,
Steve