| Address: 126 Janki Devi School Road, Four Bunglows, Mhada, Andheri West, Mumbai City, Maharashtra, 400053 |
I have an account with shiksha.com (Gold listing) for the last 2 years.
I am writing today to express my extreme dis-satisfaction for poor customer service and shiksha's work culture towards its customers.
I am disappointed because we received very poor quality leads between feb 19 to may 19 (Not interested leads, outstation leads, less number of leads) between jan to may 2019 which we bought to your notice in june 19 through regular phone calls and emails.
This feedback from us resulted in a chain of phone calls and emails and an absolutely torturous and one of the worst customer experience outcome ever from your account management team comprising off (Inba rajan, parshant marwah, prashant soni and soumya singh)
Our problem was poor quality and quantity of leads between feb 19 to may 19 as this is the time we need good quality and quantity of leads for business generation, as we have a seasonal business cycle, but instead of addressing the problem that we faced and being empathetic to our situation, we were further harassed and continuously asked to look at historical data, send historical reports. It seemed ridiculous to us to send lead reports for 2018 when we were saying the problem is with the current set of leads but we still emailed all historical data but they endlessly kept asking for more historical data. A prime example of escaping the problem rather than facing it and providing a solution to the consumer.
The account manager soumya singh even visited our branch and spent an hour here but never bothered to take back all data that she needed from us to resolve our problem because even after her visit in future emails we were asked to email back more data and the harassment continued.
The service has been soo poor that when my center manager jyotsna sawant would call and ask soumya why we have not received any leads for the last few days her answer would be "we will only send you leads if we receive them if you wish you can write an email and mark anyone in that email". Whenever we have called and spoken to her she has been rude and insensitive to the majority of our concerns of the times. When my centre manager escalated and spoke to prashant soni, mr soni just hung up on her without even hearing her out. I feel mr prashant soni believes that it is his birthright to hang up on customers when they call up to express their grievance or dis-satisfaction he did the same with me when i kept calling him for the leads issue on one of the phone call he asked "sir kya problem hai" in an irritated tone and when i got upset he just hung up on me too, he has zero tolerance for taking # from customers and how unfortunate that he is in a customer-facing role, i wonder why. The rule of customer service is your customer can be angry upset or irritated.
When i approached mr prashant marwah to remove soumya singh as my account manager he asked me for a valid reason as if her insensitive behaviour, poor customer service and lack of empathy for a customer were not valid enough reason and unfortunately for us, she still continues to manage my account to add to our service woes.
The saddest part was, mr inba rajan (The team leader) was marked in all emails and never did he manage to remove time to write to me to apologize for the poor service that was being offered. When i called him he promised to resolve the issue but never did he bother to follow up, guess his position in the company is too high to follow up with clients. He would ignore my calls then not call back then when i would call again say i was busy sorry i could not revert.in the end, when i could not deal with the torture any further i called up mr inba rajan and informed him i wish to terminate the contract with shiksha.com to which his reply was ok even now he was not apologetic. I asked him to send someone to my office to terminate the contract, however, he did not have the spine to do that. This phone call made me realise that when the leader of the team behaves in such a disrespectful manner with his esteemed customers, then why would his team not (Mr prashant soni and soumya singh).
It is appalling to see mr inba rajan leader of a team with such a respected company behave in such a manner.
Mr jain the company ceo on linkedin, where he talks highly about " ensuring consumer's come first" and "improving customer service and increasing brand reputation". This whole customer service episode was in sharp contrast to the values mr jain wants to inculcate in the organisation. Your team does not even show one percent of these values, pure hypocrisy.
I was both shocked and disappointed to have been treated in such a manner by the team at shiksha.com after being a customer with you for 2 years, it made me realise you don't value my business. I do wish to go online with my shiksha customer experience, so i can make others out there aware of what kind of company they will be dealing with. It's such a shame that i have to continue interacting with this team for a couple more months.
I request you take stringent action against inba rajan and his team for such appalling customer service and update me of the same. The least your team can do is apologise for such shabby treatment given to me.
Your team has serious attitude issues and genuinely requires training in good customer service skills. The shocking and shabby treatment continues till date, i will not take it lying down after having paid you for a service. It's a nightmare for us to have to deal with your team, they cannot be bossing over us, i refuse to take that attitude from them.
Warm regards
Vishalsingh varma
Mob: [protected]
Director
Arena animation versova
Shiksha.com customer support has been notified about the posted complaint.
