CRN [protected]
June 21, 09:42 p.m., Mumbai
I have written 3-4 emails on this, but received some reply from a Nerosha who didn't take any note of the points I had made, and the information given me, and the suggestions for resolution that I offered.
Subsequently, I received three phone calls ( as I was on national roaming, I couldn't catch the name of the guy who made the first call, the last two were from a Lakshmi and an Archana) wherein I explained at length, that the matter be referred not to any automated system or within Collections Department, but to Customer Relations as they would be better equipped to take the simple step I recommend to solve it immediately.
I never delay payments, and while I wished to actually settle the Rs.402 that is due, the "system" wouldn't accept, and I do not wish to pay the sum for the above ride ( which I have already paid the driver Mr.Deepak Pardeshi) one more time.
Despite my patient suggestions, when I gave the phone to my wife who wished to offer an input in the last call, it was exasperating to see that after listening to what I had said, Ola's caller still tries to pressurise my wife by saying we were "at fault".
Now sometimes if the differences are over a sum of money, Collections dept may be in the picture, but they need some Customer Relations training also. No "system" can take a mechanical approach, and refuse to take any effort/initiative in responding to another human being.
I will not entertain any Collections call further. It is my request that your Customer Relations personnel read the mail-trail, and speak to the callers if required. The gist of it is that I am ready to pay the Rs.402 in the next few minutes.
As for the Rs.600, I have offered suggestions on how to resolve it ( one of them is to ask Shri.Pardeshi, the driver to remit it via UPI to me, and I will then pay it to you if that works well for you).
In Customer Relations, you'll appreciate that the idea is not to penalise or worsen the customer's experience but to see how such time-consuming activity can be avoided. A driver should not accept the fare amount ( very different from an appreciative tip) when he's going to be paid by the Company for it.
Thank you for your attention - I hope you can take a suitable remedial step soon and close this. Let me know briefly how I can cooperate with you towards this.
Balakrishnan S.
[protected]
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