Santhosh Pandits shock treatment for Malayali.

2011-11-17T01:37:00.001+05:30

Santhosh Pandit recently gave a shock treatment to Malayalies.

My Song

2011-11-06T23:16:00.003+05:30

കാണുമ്പോള്‍ പറയാമോ

http://www.m3db.com/node/24293

ഓ മൃദുലേ ഹൃദയമുരളിയിലൊഴുകി വാ

http://www.m3db.com/node/17566

Freedom of Expression

2010-12-04T15:33:00.006+05:30

People have the right to criticize the political parties and leaders. Freedom of expression and speech is not a concession given by the state to its people.

Quality is not a favor or a concession!!!! It is the right of the customer and the obligation of the service provider.

2010-01-08T16:51:00.008+05:30

This is to share with you, the bitter, disturbing and humiliating experience, shopping with a show room of “Asia’s Finest Wooden Furniture people” in Kerala.
For me and family buying a sofa set was not an instantaneous decision. We were preparing for it a few years. And being quality conscious family the whole process of buying a sofa was a serious process for us. From a big list we shortlisted a few furniture providers we knew from our contacts whom we thought is the best and finally we decided to look for it at ”Asia’s Finest Wooden Furniture people” .

At the shop we spend almost half an hour inspecting and evaluating the particular sofa set we were planning to buy to ensure that they are defect free and meets our expectation. When we finely told that we are buying that particular set, to the sales man and another gentleman who were accompanying us in the shop, we were told that an equivalent piece of sofa set can be shipped from the warehouse to our house and that the displayed set cannot by delivered. We were about to leave the shop at that point of time because we were not comfortable buying sofa set which we have not inspected personally. But we were reassured by the shop representatives that they are completely responsible to give us a sofa set that is exactly of equivalent quality as the set we are looking at in the shop. We trusted the words we were told and we paid the cash.

A sofa set was delivered half an hour later. We found that one sofa was not standing straight for some reason and that the seat would swing making it uncomfortable to sit on the sofa. We bought this issue to the notice of the man who was doing the delivery.
He insisted that it can be corrected by fitting a bush on one of the legs of the sofa. And he did so and left the place in a hurry. We found a few minutes later that the sofa is still not standing straight and it is swinging. We found that the sofa would not stand straight even if all bushs are removed. The misalignment was not within the comfort level which can be corrected with adding or removing bushes. We called to the ”Asia’s Finest Wooden Furniture people” Shop and reported the defect. The answer we got was that they would be busy with other customer requests and so it would take 2 days to come and address this issue. It took 3 more calls to ”Asia’s Finest Wooden Furniture people” before the same man who delivered the sofa came in a hurry to correct the error again by changing bush. We explained to his how acute the problem was by demonstrating how the sofa is swinging. He was convinced and left the place promising to keep the show room representatives informed.

As we didn't get any response back, we called ”Asia’s Finest Wooden Furniture people” a week later. At this point we requested to take back the defective sofa and replace it with a sofa which is not defective. I was surprised to hear that the sofa cannot to replaced, and if required they would send carpenters to repair it!!! We gently declined the "favor" offered, as the defect of the sofa was not induced by my usage of the sofa and that the sofa was delivered defective. The customer have the right to get a defect free product in return for the hard earned money exchanged in return. Quality is not a favor or a concession!!!! It is the right of the customer and the obligation of the service provider.

If we were allowed to carry home the sofa set we inspected at the show room, then none of these issues would have occurred. Because we have taken the pain of spending time to inspect the displayed sofa set we wanted to buy. We trusted the promise given to us that, other same quality sofa set will be delivered, and the promises was not kept. This is where we feel deceived and cheated. We have later noticed that the nails that are hammered at the back side and the bottom of the sofas that were delivered were of lower quality and were rusted unlike the one we saw at the show room. Also we noticed broken/deformed wood different from the sofa set we saw at the show room!!!! If we saw all these defects in the sofa set what was seen at the shop we would not have bought it in the first place. We were shown a sofa set with quality of our expectation until the deal was finalized and then once the payment was made we were delivered a sofa set that of lower quality that do not meet our expectations!!!

We were shown high level of courtesy and customer respect in all aspects while we were at the show room. But we haven't seen that concern for customer in the deeds when we requested for help after the sale was done. "Quality" is real only when it is all about delivering value and not when it is used as a tool for selling.

We decided to buy the sofa set from ”Asia’s Finest Wooden Furniture people” evaluating the awards of excellence it received and the brand image it has. Customers real experience is the best advertisement which is many fold powerful and effective than conventional medias, with the opportunities to freely and fearlessly express their experience on product and services review forums like www.mouthshut.com. People are becoming more quality conscious and they make decisions not merely relaying on the Ads they see on TVs and news papers, but by consulting with real people, not even known directly to them, in real time over internet. When people have high expectations then we have the obligation to live up to that, else we should not generate that expectation in peoples mind. The most surprising and hurting part of the experience was that no one at ”Asia’s Finest Wooden Furniture people” I talked to was either able to or willing to recognize the seriousness of the issue. They were sounding as if it was quite normal and natural to get a defective product and that let us see if we can do something about it, to help you out, to cope with it!!! We never expected this “Quality Attitude” from the people who claim to be the Asia’s Finest Wooden Furniture people!!!! May be we were over expecting!!!
"Fool me once, shame on you; Fool me twice, shame on me."
We are most unlikely to make a second visit to your show rooms for any further purchase, due to the hurting experience we had,nor will we recommend it to people whom we know personally. nor do we expect any more support for the defective product you have delivered to us.
I have only one goal in sending this mail. To let you know how I feel, and I have clearly listed the reasons and facts behind the cause for these feelings. Please correct me if I have misunderstood any facts.

People who take the pain of giving customer feed back, gives goods and service providers, opportunities for improvements and corrections. People who do not care to come back with a feed back goes and speaks to the whole rest of the world.
Hope you will value our feed back in delivering more value to customer who come to your show room with high expectations.

Insights

Santhosh Pandits shock treatment for Malayali.

My Song

Freedom of Expression

Quality is not a favor or a concession!!!! It is the right of the customer and the obligation of the service provider.