Why are we such sloppy service providers?

I was expecting delivery of my credit card through a reputed courier company. The Bank had sent me a text message with the consignment number and so I decided to call the company to enquire the status. I located the Delhi office details from the company website and I was ready to go.

I called first on the number mentioned on their website (Delhi) 30936666 on May 4^th in the morning. Five tries no reply. On the second number 39444444, a lady received the call and mentioned that due to late arrival of the consignment, delivery will be made only on May 6^th between 10.00 am and 6.00 pm. I explained to her, since this is my home address, I had to stay back specially for the consignment. She noted my number and address and confirmed that someone will call me before delivering the consignment.

May 6^th, 2.11 p.m. no call from anyone from. Called back their office – same result, no response. After about twenty tries got a response from another lady that she does not have a tracking system (30936666) and that I should call Customer Service at 45351515. Customer service says this a credit card and they do not deal with it and I should call 9310502361. This number is constantly busy and automatically disconnects.

After umpteen number of tries, a lady answered and said she can get me the details in half an hour after checking with her branch. Two hours later no call. So again I called back and without even a hint of an apology she blatantly said it will be done sometime today. On asking to be connected to her supervisor she put me on hold for ten minutes and came back to say her boss has stepped out of his cabin and will be back after ten minutes and call me back. When I asked for his mobile number, I am told the number I have been calling in fact is her boss’s number.

Meanwhile I shot off an email venting my frustration to both the Delhi office email id as well as the corporate office. Both the ids were taken from the company website. To add insult to injury, both the emails bounced back! Dud ids on a corporate website!!!

The parcel was delivered to me at 4.20 p.m. As I write, it is 8.30 p.m. and the manager’s ten minutes is not over. I hope the company – First Flight Couriers – has more time on their hand to survive in this competitive environment.