I find not happiness in bringing this man, Chintal down, morally or professionally but for his better good I need to make him realise that he is quite an obnoxious person. Since past Friday the 19th, he neither cares to respond to a dozen of phone calls made by me nor to WhatsApp messages. He "once" picked up the phone and said I would receive the tracking no. for my order in an hour or so. Till date I have not received any info from his side and I am mourning for my stupidness in dealing with such adisappointing man. In the past, I tend to have made such mistakes but I am sure they are becoming less frequent but from Chintal I don't know what's up with him.
Chintal, I assume you are a grownup and I beg you to behave like one.

What is your order I'd ?
Did you email us ?

Gentlemen, gentlemen

There is no reason why this can not be sorted out amicably.

Kausha, Chintal has been around some time, and generally has a high customer satisfaction index

Chintal - just pick up the phone, and be nice. Sort it out - Customer is King

Bro he might be busy , These days he has lots of customers as he provides rc stuff for cheap price!

[6/22, 5:50 PM] Kaushal: Hey chintal, I need the tracking Id of the FST6.
[6/22, 7:39 PM] Kaushal:
[6/22, 7:40 PM] Kaushal: I wouldn't want to open a thread of my experience in Rcindia. Just a reminder.
[6/22, 9:37 PM] Kaushal: Chintal, there is some damn reason I need the tracking id, I want you to send it to me !

This is the way he talks and expects a reply

I second smartdoc. But Chintal, when in business, one comes across many types of customers. I know you know that; but.....some need to be treated with kid gloves and some with iron fist.. choose your choice with discretion. As they say, 'Once bitten twice shy....'

Quote from: chintal on June 24, 2015, 02:48:51 PM
[6/22, 7:40 PM] Kaushal: I wouldn't want to open a thread of my experience in Rcindia. Just a reminder.

Thats not good way to talk Kausha, i understand Chintal and RCMumbai team are not responding to your emails or calls but that does not mean that you say things like this. And it makes yourself right.

A small suggestion (i would really appreciate if mod accept this as suggestion)

Instead of starting a -ve thread you could have started a thread saying that "Since i am not able to reach you via email or phone. I am creating this thread to catch your attention." And ask the question to the concerned person.

If you have tried to contact the LHS via email then share the details about it so that mods or other people know the situation. And i am sure the concerned party would respond. And then if you still dont get respond then its out in open.

My point is directly starting a -ve thread about any LHS first try to approach them on RCI in this way everybody knows how things are going know. And i think that is the main reason why you start the -ve thread in RCI

Chintal: I am sure you have shipped the goods, just give the darn tracking id man.

Kausha even if Chintal gives you the tracking id i am sure the package would not be shipped on time. Since Mumbai has experienced very heavy rains from on Last Friday/Saturday and this Monday/tuesday

Even the goods that has been shipped via QK are being delayed. Monsoon is not good time when it comes with courier.

Just my inputs

Why is no one asking the basic question... why there was no response to phone calls or Whatsapp messages, which irritated the customer in the first place ?

Does one need to "politely" threaten in public to get a response ? What sort of logic is that ?

Usually we tend to slap the wrists of people who complain here without giving the LHS a reasonable time to act/respond.  In this case, it seems this was done, enough patience was shown... so it is up to the LHS to set things right.

BTW, this is not Anwar the "Admin" posting an opinion.... I am just trying to figure out who is logically at fault here.

Quote from: anwar on June 24, 2015, 05:37:22 PM
Does one need to "politely" threaten in public to get a response ? What sort of logic is that ?

Thats a very good point

Quote from: chintal on June 24, 2015, 02:48:51 PM
[6/22, 5:50 PM] Kaushal: Hey chintal, I need the tracking Id of the FST6.
[6/22, 7:39 PM] Kaushal:
[6/22, 7:40 PM] Kaushal: I wouldn't want to open a thread of my experience in Rcindia. Just a reminder.
[6/22, 9:37 PM] Kaushal: Chintal, there is some damn reason I need the tracking id, I want you to send it to me !

Quote from: chintal on June 24, 2015, 02:49:20 PM
This is the way he talks and expects a reply

Don't know why you posted it here? To show ,  customer is too arrogant to ship the order on time or your attitude towards customer that 19th day order was not even sent to courier till 22nd night . 

Hello all,

Kausha --> HobbyDon is emerging, beaware.

 

 

Man we defend our hobby shops to much , i agree that enough time should be given (which was given in this case) trying to communicate over phone and emails should be done (this to was done) but even after that someone does not reply , then the best thing is to come here . We need to let the hobby shops know that they two are wrong at times , negative criticism is a very critical thing for every business. I know chintal is a genuine guy and i hope he will come clean on this one .

I am highjacking this threada bit, but sometime back - one enquiry of mine was not even responded and that was enough for me to stay away from him for any further deals. The courtesy of replying within 24hrs should be a good sign of any communication, regardless of their state of affairs. After all there is something called business etiquette. Once you complain against your customer, no matter how bad they are- you have lost the 'star' off your rating. I have served a few years in corporate industry, and they take this issue more seriously than the core job. That is professionalism! Getting angry is a sign of weakness, not strength.. buddy!

I understand the monsoon issue, but that should not hamper in responding to customer queries; maybe an automated reply should do enough than nothing at all. Again these are my thoughts.

If I may say so, that's what I meant in my post (reply 6). As a business man, when you see / know that a customer is getting agitated, first and best thing would be to attend to his query / complaint. Once the plausible reason is given and accepted, and order executed, a gentle reminder that you were also inconvenienced by his actions, it adds to your reputation and a good prod in the right direction for the customer.
Hope I am not wrong  'cos that's what I expect from a business man as a customer and vice versa. I am not familiar with the corporate etiquette or other things - plain old generation, you see !!

Chintal

I tend to go with anwar on this, if more than one person is unhappy with the service there is a need for introspection, this is the age of information. people expect 'Likes' seconds after they post some stupid picture on the facebook, if they order they expect some reply, it could be series of replies like hobby king put, in que, on the table, into the bag, bag is ready for delivery blah blah..

Not responding is no answer buddy, after all it is the customer for whom your LHS exist, not the other way aorund

1)Order id 4835 was placed on "9th" by kausha (mode of payment selected bank transfer )
2) automated email was sent with invoice and a not specifying to email payment proof
3) kausha informed me right now that he had transferred the amount on 19th or 21st
4) he didn't knew that he had to send a payment proof ,nor have I received any emails from him regarding his order
5) the reason I posted the exact text he sent me on what's app is because that was his first mode of communication (We have not mentioned anywhere on the website that we reply on whatsapp , I receive 1000 whatsapp notifications daily * 10 days )
6) he had called me and Kewal and we both had answered his call
He had asked us if flysky t6 was shipped without him mentioning the order id , their was someone else's flysky t6 shipped so we said yes it was
And we did update the tracking is as well
7) now as he didn't receive the updates he responded on whatsapp on such a manner

That's what it was

Yes I was not able to take phone calls or reply on what's app
Because my phone was constantly ringing and I had 50 orders to ship due to which I was at my warehouse (their are network issues their so I can't take phone calls their )

And all of you had your opinions put into it
That's what happened here...

Quote from: chintal on June 25, 2015, 01:48:52 PM
I had 50 orders to ship due to which I was at my warehouse

Bad news is

you are short staffed

Good news is

There is position vacant at M/S RCMumbai inc

I am not short staffed I personally check each order before it gets shipped

Chintal -

I urge you to look back at what happened.

1. In your communication via email to send proof of payment, make that clause very clear in bold red letters, so that it is not buried amongst other things.  The buyer needs to know the onus is upon him in no uncertain terms.  I have not seen your email to customers, but I feel there is definitely an opportunity to improve there.

2. If someone placed an order and did not send proof of payment, have some follow up mechanism that sends a reminder email every 3 days asking the customer to finish the transaction. This is good for both parties.

3. Set expectations clearly about when you will ship after the payment is received.  Send an automated email when the order is processed/shipped, along with tracking number.

4. Most importantly, do not assume that only ONE PERSON will order a particular part.  Put mildly, it is a juvenile mistake that you said something is shipped when it belonged to someone else.  Why did you not collect the order number when someone calls to check status, so that these kind of situations can be avoided ?

5.  Finally, there needs to be a solid process to call the customer back, even if not immediately possible. Or send a text message (in case the connection is not great), that you will call back within a certain amount of time.

6. If you had 50 orders to send (which is great!), all it would have taken is about 10 seconds per person to tell them "I am terribly busy, I will get back to you in 24/48 hours. Deeply apologize for the inconvenience".  Copy paste that to 50 people in about 10 minutes total, and your honor is saved !  Some of them might want faster response, handle them separate in another 20 minutes, and you are done !

Now that is assuming all 50 people are contacting you at the same time !  Also, people who are waiting for orders should be your highest priority, so respond to them first.  If you cannot spare 10 minutes to do this, God have mercy on your shop !

7. I have one more person whom I asked to not post publicly, who has issues after ordering from your store.  Same story about no communication, no status updates etc.  Read my lips.... your store's reputation is going down !

What I have posted about is not specific to this shop or this incident.  I hope this is taken in the right spirit.

I find nothing wrong with the tone of Kausha's text messages, which you can see are progressively getting worse due to non-response.  I think anyone would have said that, especially without proper response over 4 days with multiple modes of trying to get in touch.

Checking orders personally is sweet and all... but preparing the buyer to handle delays because you are doubly diligent is sweeter.

Very nicely outlined by Anwar

Hi All,

I have dealt personally with both Kausha & Chintal. Both are excellent people. I am sure things will be sorted amongst them
very very soon.
Regards

All is well if understood and implemented well :-)
Good luck