Consider our experience with Sangeetha Electronics, a popular mobile phone vendor in Bangalore, with stores located on JC Road, Jayanagar 4th Block, and at the Forum Mall, Koramangala. We (myself and Avinash) have been regular customers at Sangeetha over the past couple of years, having bought several mobile phones for friends and family. In total, we have done business over INR 60,000 with Sangeetha. About ten days back Avinash bought a Nokia carry pouch (worth INR 250) for his new Sony Ericcsson K700i – both the items being bought at Sangeetha. A couple of days later he noticed that the new carry pouch had a defect.
We could not take it back to the store until today. The dealer refused to acknowledge the defect insisting that he could not send it back to Nokia. It seems he would have happily replaced the pouch had we brought it back within a day or two. No amount of explanation (expressing our helplessness for not coming earlier) could change his mind. He admitted that he was ready to lose us as a customer (and any future business that we would bring) but would not replace the pouch. That we felt was injustice because we have always convinced (and in some cases forced) people to buy their mobile phones at Sangeetha. We had no reason to be their brand ambassadors, but we chose to. From today, we no longer are.
“Customer Service” is one business acumen that many a business in India needs to learn. What would you have done if you were in the dealer’s shoes? Would you be willing to sacrifice INR 250 just to keep a loyal customer? And having read about our experience, would you buy your mobile phone at Sangeetha?