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Customer Service and India

I have absolutely no idea why Customer Service and India do not gel well. No matter what product you buy, no matter how costly or premium it is, the customer service is always going to be bad.

Well, that’s my personal experience with many brands I have been customer of.

For example, few years back I had purchased Samsung’s 3D LED Smart TV, their display panel stopped working properly couple of times, I had to fight with them to get the replacement. They did once but denied it for the 2nd time. (Quoted me Rs. 40,000 for it)

A year back, I had purchased a shirt from Zara, the shirt’s color started fading out after 2nd or 3rd wash. They completely denied to accept the fault at first, it took me 3-4 months to get the replacement. This was, after I sent them legal notice. The cost of the shirt? Rs. 2,500 and mental torture? Endless.

Recent example include, a Coffee machine purchased from Cafe Coffee Day. It stopped working within 3-4 months of purchase. Raised the issue with the branch from where we had purchased, no action, raised it on Twitter, no action. Office guy had to literally yell at them, talk to their branch manager and what not to get this simple thing fixed. BTW we are still trying to sort this matter out.

The last one is from Apple’s authorized service center Maple. Had given my iPhone 5 for battery replacement. I was supposed to get the phone today, went to their service center to collect it, I was told, they have not received the battery from Apple. This is after numerous calls to their useless customer support helpline and waiting for 40 minutes at the service center. Had to yell at them and the result? They replaced the battery in 15 minutes flat. When I asked how did you get the battery? You did not have it? The answer? Sir, we got the battery couple of hours back and it wasn’t updated in our log.

The common factor in all the above example is, the customer needs to talk tough to get the work done from these brands. I have read several tweets, blog posts on people contacting company’s top management to get things sorted out etc..

But why these kind of things are needed? Why do we have to go higher ups to get simple things sorted out?

According to me, this is mainly happening because every customer support representative is worried about his / her job and do not want to take any risk by promising anything quickly. Or the people who train them are simply brain dead and do not know a single thing about how to treat customers.

In most of the examples, I am sure people at mid level designation can easily take a call and sort out the matter but none did. In most of the cases, I had to go higher ups to get the matter sorted.

I am not sure if this kind of problem exists in other countries or not but in India, it does exist almost everywhere.

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So, we named her Aarohi

Aarohi – derived from musical term “Aaroham”, meaning, the ascending octave in music. It also means, rising, the one who climbs upward. This meaning is mainly used in mountaineering terms.

Our life is full because of her, she will keep rising and as parents, we will keep watching her with tears of joy in our eyes.

Whenever I look at her, I forget all the sadness and worries. I just keep staring at her and she keeps staring at me. I have never found this happiness in anything else.

I always thank my wife, Megha for her, she went through lot of pain, she still goes through lot of pain, understanding new born kid, keeping herself awake no matter how much tired she is. But apart from all this, she enjoys the parenthood much more than me.

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Fatherhood

The Angel

Yes, I have become a father. Father of a baby girl. 23rd February, 2014 was the day.

We were basically expecting the delivery to be around end of Feb anyways. The actual due date was on March 11th but generally the baby is ready after 37th week and can come out anytime after that.

Megha felt some pain on 22nd but everything was normal. Not expecting the delivery on the next day. But on 23rd, around 7 AM, she felt water breaking. We rushed to the hospital, doctors confirmed it and then actual process of “waiting” started.

Finally, the wait ended at 3:45 PM, the doctors took her to the labour room and another round of “waiting” started. Finally we got the good news at 7:53 PM.

I really cannot explain this feeling in words, everyone dancing in joy, tears in eyes. Holding baby in my hand for the first time, her eyes open, trying to look through those tiny eyes, blurred or almost no vision and trying understand what’s happening around..

It took good amount of time to believe that the baby I was holding is actually my daughter.

Brought Megha and Baby home on 28th.. the sleepless nights started the very first day. Trying to understand baby’s sleeping patterns and adjust ourselves with it.

BTW, being a parent isn’t a scary thing. It’s just beautiful feeling. Yeah, raising a kid is not a easy job but who said life is going to be easy?

Ok, I need to rush now, the baby is crying..

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Rewinding 2013

2013 passed by very quickly. I was looking at my blog and realized that, in whole year, I posted only twice. First post was in January 2013 about recap of the year 2012 and 2nd one was on 3rd November, on Diwali. But I must say, Twitter has spoilt me. 8,000 odd tweets in a year, Yeah, not many tweets but around 20 a day on an average. Not so bad.

So, like every year, let me rewind the year 2013 and see what was good and bad about it.

Finally started taking more interest in accounts, specially after last year’s mess up by accountants and CA. I am still paying for their mistakes. I guess, it’s going to be the last messy accounting year. Everything should be clean and straight forward from now onwards.

Started taking keen interest in Mutual Funds (still not very keen on stocks) and Bitcoin and Litecoin. Keen interest in Forex too. But I do not spend much time on these things, just keep track to understand how things work.

Bought iPad 4. Nah, did not buy iPhone 5S yet. Wasted money on few useless things which I bought online / offline, impulsive purchases.

Made plans go on a short holiday couple of times, had to cancel both the times. In-fact 2nd time, returned from the half way. So Traveling in 2013 was almost none. Wasted money on flight tickets, wasted few hotel stay / food vouchers.

Personal life is going on pretty smoothly. Dad recovered fully from Cancer so everyone is relieved. One of the best friends moved to Hong Kong permanently, so no more late weekend night movies / coffees. Sad but at the same time, very happy for him too.

Work wise, as mentioned last year, ventured into few interesting things. Node.js, Laravel, Backbone.js, Varnish Cache are some of the names which just popped up while writing this post. Tried to get deeper understanding of MySQL and MongoDB. No coding this year for me at all. It was more about management this year. Was lucky to find right people for the work, decent work process in place. Still long way to go but 2013 was a great achievement for me, work wise.

2014 will be the year of automation and smart work. Let’s hope that the efforts pay off well.

And that’s all from me.

Wish you a very Happy New Year. Like always, hope this year brings happiness, joy and hope in your life.

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Hey, It’s Diwali

Hey guys, it’s Diwali.. Happy Diwali. Many things to say but I will stick to Diwali this time. Diwali is one of my favorite festivals. It brings lot of happiness and smiles on everyone’s faces. Brightness all around. No restrictions on diet, you have freedom to eat sweets, chocolates and all kind of oily food. Yeah, for foodie like me, all these things bring happiness.

BTW Diwali is also festival which brings hope, gives a new reason to live and enjoy the life. Smile, Joy and Happiness are another way to believe, there is going to be light ahead of the the dark tunnel. You might be going through financial or personal problems but it’s time to take out the “happiness mask” from your closet, wear it and hope for the best. Because, if you do not hope, you won’t have reason to live, reason to believe in the brighter side of the life.

By this message, I will end this post with lots of wishes to you and your family. Enjoy the festival, burst the firecrackers, eat un-healthy food and bring smiles on everyone’s faces. Just don’t be sad, keep some other time for your sadness.

Diwali Wishes from Deep Ganatra

Cheers.
Deep