Though the UI(the App and the Website), deals, offers, incentives and checkout experience are unmatched with Flipkart (Better than Amazon India in the past few years) still Customer Support is always a grey area with Flipkart where there’s always a lot left to be desired. Put it simply, it does not meet the world standards when it comes to customer service and doesn’t make the cut to a consumer-first company in my books.
Where is Flipkart lacking exactly?
At the worst case scenario, 15 out of 100 will face one of the below issues, but as a company we need to ask ourselves that can an early stage company even afford 15 dissatisfied customers?
There are primarily two areas where they are lacking:
Delivery Experience:
Product using Flipkart’s warehouse are mostly shipped with Ekart Logistics (Which is a subsidiary of Flipkart Private Limited) and I have some serious doubts regarding their Operational Efficiency. Product gets shipped within a day or so, and then gets stuck for days in a Flipkart/Ekart Delivery Hub for days, resulting in a stretched delivery period.
Then comes the horrible part of the experience, some really ill-mannered Ekart Delivery executives. No need to elaborate, I guess. If Ekart can not deliver order the day the delivery is promised, then they shift the burden to the customers citing ‘Our delivery executive tried calling you but you were unavailable, hence we are rescheduling your delivery’ when in reality they haven’t tried to contact even once. Understandably, Ekart is short of Local Delivery Executives for years.
Customer Service:
To start with, Flipkart really has some incompetent Customer Support which Flipkart don’t want to improve. Most Support Executives don’t understand what’s the customer’s issue and hence are unable to provide any satisfactory resolution, and then on top of that they cut call in the middle. They have even discarded the chat support lately. If anything goes wrong, then good luck.
Problem is even deep, when there’s a need to place an exchange request (especially for a Smartphone/Electronics).
Sorry for the rant but that’s the ground reality.
What can possibly be done?
- For timely delivery, they may be requested to deliver all Nothing Phone(1) on priority.
- For the Customer Support, if some mechanism can be implemented to redirect all the queries and issues from Flipkart to Nothing India Support for Resolution, that would possibly solve many issues in a timely manner. @manu Sharma Sir
