Humilation by customer

Case study on customer Behaviour
1. Asked to start packing on X date. Could not start as no one was picking up the phone. One person kept trying their mobile as well landline. Finally got through and learnt that phones are on at only 3 P.M. send material immediately so that work can start next day. Delay of one day. However dispatch date was not changed
2. Asked to pick up car on Sunday at 3 PM. Send driver, he was told all papers in car. He prepared Car condition report got signed and back. When the papers were checked it was noticed that it had Xerox of previous years INS and not the current. Informed and asked to collect on Monday evening as they need to locate. This was confirmed by client at a later date, he was of the view that since he could not be in Delhi and family generally not aware of the documents so took time to locate.
3. Truck was to be placed at 1 and instead came at 3. It was never informed that truck will come at 7 A.M. and we will load. Delhi is very cold at this time and packers travel about 30-40 KM and even the buses do not ply so early. At about 11 got call from client house complaining that truck did not come and they are waiting and no place to sit. It was communicated that truck will come only after NO ENTRY is lifted in Delhi which is 11 and two hours is driving time, It was also suggested that if they want we can call them once the truck comes, could be before loading or after unloading, but the offer was rejected.
4. Goods reached in time and status was given and no complaint on this account.
5. Next day car was moved in trailer.
6. Client brother called from station about status of car. Chief supervisor told him border of MP. Then he wanted to know truck number, which chief supervisor could not provide at that moment since he do not carry the entire office records and data’s home.
7. Goods were delivered on the desired date. No complaint what so ever.
8. Client wanted to know goods and car status; he was informed that hourly or half day car status is not available since no escort as per contract. PM sent escort with his goods at their cost. However in the lighter way client was told that no news is good news. If some thing happens, our highways system is such that news travels at a lighting speed, otherwise it is treated as normal movement. I guess same principal applies to all mode of transportation in the world. At this time client said that chief supervisor told his brother that car was compounded at MP. Client was called again to clarify that Chief supervisor said border, incidently chief supervisor does not know the meaning of compounded, and he knows simple English enough for his work.
9. Car was delivered again within the stipulated time. However a small dent on the backside of car was noticed.
10. Client again moved his goods in the packed condition locally on his expense, though he was not suppose to as Insurance expires, but nothing happened and no complaint.
11. Understood from Clients Company that he complained about the behavior of MD for his lighter comment. For this due apologies were made, which I guess were accepted
12. We decided to first get the claim of car settled and then submit our invoice to his company.
13. Client was suggested to lodge claim on his Ins company for which client shows his inability to due to shortage of time. For this we arranged damage certificate and other related documents, which were required form the mover. Only thing client had to do is to take his car to Maruti workshop which is less than 1 KM, collect estimate and lodge claim for settlement.
14. For almost a month client did not do due to shortage of his time, however indicated that cost of repair is about 3800.00
15. We have been following up with client regularly on phone from Delhi and later we were told that car was not insured. He purchased the car from his ex. Employer and they changed the ownership of car but not Insurance and nothing he can do about.
16. To sort out the issue MD decided to meet him personally and traveled to his city
17. To make an appointment called on phone and his brother picked up phone to say that come tomorrow at 11.30 A.M. No choice?
18. Client brother spoke to us and now the complaint was nor for car or MD, but for chief supervisor, he said in clear terms if he had time in Delhi and not boarding train and his some political or police relation were in Delhi, he would have ensured that chief supervisor and entire company officials are sent jail and beaten up. The reason chief supervisor did not give him truck number.
19. Brother also said in clear terms that he wants chief supervisor to come to their house, touch their feet and apologize for not having truck number. Brother will not listen anything from MD, however he offered him tea but with a spoonful of insult to his organisation.
20. Brother also mentioned that chief supervisor told their family that reason for delay of placement of truck for two hours was the death of PM director.
21. However much persuasion we agreed to repair his car. On this he was calling Delhi Maruti dealer, whom he knew personally for estimate for replacement. He was asked what is the sanctity of asking Delhi dealer when local authorized is 5 minutes away. He called few times but Delhi dealer did not give any price. He finally agreed to show to local dealer but did not knew driving, MD offered his driving services, but he refused and asked to come again at 10.30 next day by then he will have organized a driver. MD asked him if he can see the car and take pictures, brother came down too. MD found the dent, which is in question, was quite rusted and looks few months old. However it was photographed by mobile camera. I noticed form car condition report that there was hardly any place, which was not dented or scratched, including backside, but brother attitude was that they do not repair but replace which was possibly never done in the life of that car. Brother was requested once again to go to repair shop as MD is staying in their city only for this work. Brother will not buzz.
22. Next day reached to their house at 10.30 and got a call that brother did not wait for me and left 10 AM to the nearby-authorized garage. Brother came back at 11.20 till then MD was waiting on the ground floor of building. He brought the estimate for replacement, though the same garage suggested repair in one third of cost
23. While negotiation brother demanded about 48 % of the replacement cost, when he gave estimate to MD, MD asked him how we would take delivery. On this he says he never gave car to workshop and brought back. .
24. Before he agrees to sign the receipts of goods car and settlement received. At this time he also commented that client is so upset with chief supervisor that he does not wanted to meet me, though he was inside in both the days.
25. While signing he asked the copy of contract we had with his brother company for which he was flat refused, since we do not carry company records in bag.
26. To finish MD asked brother could he put all facts what he said or what MD said on paper and sent to Client Company.
27. Brother also remarked that money is not important in their family, but he is doing it to teach lessons for chief supervisor non information’s Brother also confirmed that he is job less and do not have any earning or work to do at the moment. Another interesting remark brother made. He can still get claim settled from insurance company, he just needs to go to Delhi and get insurance done on the back date.
28. Brother instructed MD to terminate chief supervisor who has over 7 years experience and send him proof of action .
29. Now the brother instructions were to send him first on his personal e mail for his approval


I sent copy of these facts to his Brother. …… MD

There is no addition or editing on the words except name, dates are replaced to conceal the identity of client.

Findings of MD . Brother hired one of the staff of MD company and started another moving company. May be waiting one word in reply from MD to get him blacklisted.