Why is it so hard to get good, predictable service?

I write this post in extreme frustration. Can someone tell me, why are companies in India not willing to provide better quality services? Why do they make it impossibly hard for their prospective customer to give them money?

We recently shifted our office to a new location and so we needed a new internet connection and a laser printer.

The ISP was quick to send in someone to our office to get the paperwork done, but then the guy said that the net connection would take 3 days after the cabling is done. They said that they’ll need to create an account with userid and password and that takes three days to get done. C’mon, you gotta be kidding me. Three frigging days to create an online account. It should be as simple as writing a mail. Even simpler.

Next, let’s take the case of this HP dealer that we got in touch with. We told him that we need a printer urgently and asked him the details of a couple printer models. He said the he’ll get back in a few minutes with pricing info. He never called back. Why won’t you call back someone who is willing to give you business?

Now imagine a scenario where I could’ve just applied for a new connection online and gotten my userid and password at that very instant. As simple as setting up your email account. The customer rep guys would show up the next day, collect the required documents and activate my account. Simple enough?

For the printer, imagine if I was able to select the printer model online and make the payment and then have it delivered to my office the next day. Simple enough?

I am having a hard time understanding why don’t retailers or service providers in this country take this approach?


Author: anand

Currently CleverTap. Founder & ex-CTO - burrp. A techie and an entrepreneur at heart. Have worked in US, China and India.

5 thoughts on “Why is it so hard to get good, predictable service?”

  1. It was You-telecom this time. The engineer guy showed up this evening after about 15 calls to three people in the company. Anyways, the net is now functional and I am a happy man.

  2. and when some rich household open a large hyper-mall and starts offering superb services and snatches away their clients, these guys run around the town burning buses. Friggin incompetent insects !

  3. Ah, what timing. I just tried calling Airtel to get a new Fixed Wireless Landline. After two redirects from their customer care (!) executives and one IVR, I finally landed in a cul-de-sac – “This number is not valid, please try again” – and this was in response to pressing “3” on their IVR menu.

    These people give technology a bad name.

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