Responsiveness by Brands to Complaints
Local Circles are conducting a Poll on the above issue. However in order to improve the responsiveness of brands the Department of Consumer Affairs may consider the following points:-
1. The use of IVRS on Toll free number should be Banned. The reason is when you call a Toll free number you get automatic voice response to choose your language, type of complaint etc. and after punching the specified numbers you are put on Hold and get a response that all Our Consumer Relations Executives are busy attending to other consumers and will attend to you shortly, your call is important to us, please stay on line, after that you are forced to listen to their marketing messages and the again the whole cycle starting from Our Consumer Relations ...........is repeated. After about 5 to 7 minutes the line gets disconnected.
The fact is Consumer Relations Executives are misusing the facility of IVRS (Interactive Voice Response System (IVRS) is a automated telephony system that allows a computer to interact with telephone callers through the use of voice and DTMF tones input via keypad).
The idea is to harass the Customer so that he may not lodge a complaint.
2. It should be made mandatory to provide email id for lodging of consumer complaint with a system of escalating complaints to next higher level if not attended to within say 3 days.
3. In addition the website address of the company may be printed on the pack to enable a consumer to get contact details of Top Management if the need arises.
The above problems will be solved only if the relevant Law and Rules governing Sale of Branded items are amended. more
1. The use of IVRS on Toll free number should be Banned. The reason is when you call a Toll free number you get automatic voice response to choose your language, type of complaint etc. and after punching the specified numbers you are put on Hold and get a response that all Our Consumer Relations Executives are busy attending to other consumers and will attend to you shortly, your call is important to us, please stay on line, after that you are forced to listen to their marketing messages and the again the whole cycle starting from Our Consumer Relations ...........is repeated. After about 5 to 7 minutes the line gets disconnected.
The fact is Consumer Relations Executives are misusing the facility of IVRS (Interactive Voice Response System (IVRS) is a automated telephony system that allows a computer to interact with telephone callers through the use of voice and DTMF tones input via keypad).
The idea is to harass the Customer so that he may not lodge a complaint.
2. It should be made mandatory to provide email id for lodging of consumer complaint with a system of escalating complaints to next higher level if not attended to within say 3 days.
3. In addition the website address of the company may be printed on the pack to enable a consumer to get contact details of Top Management if the need arises.
The above problems will be solved only if the relevant Law and Rules governing Sale of Branded items are amended. more
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Hi there I am facing much harrassment due to non responsiveness of a huge multinational brand- Bosch. I have a Bosch washing machine that has been defunct since 02.10.2017 Despite repeated calls and emails to the company there is nothing in the name of support that I have received. I had written a detailed feedback about the whole issue on company's website 4 days ago and there has been absolute silence except for the automated feedback acceptance mail. This was least expected when I shelled out Rs65k for the machine from a brand like Bosch a year ago. In dire need of assistance, while the laundry keeps piling up. more
Oct 10
Standard requirement for IVRS must be I feel specified by Govt. so that email ID can be one such option for registering the complaint with an auto-response of giving out complaint No. more
Oct 05
Not only keeping on hold for just 5-7 minutes, many times it goes on to 15 minutes too. Its not only harrassment but also national wastage of valueable time -- the lots of ManHours ! Actually such important issues are not taken into notice by the concerned Govt. Authorities at all -- because, for Govt., such issues are non-political and they don't touch wherever they dont get political mileage. We must knock their Heads seriously. more
Oct 05
