Wednesday, August 24, 1988

Customer Service (In general, In Particular and in India)

I'm not going to talk much about it. Instead I'll let my disdain for customer service in general and in particular with ICICI Lombard Insurance and particularly in India be known.

Here are transcripts of the chat I had with customer service. (with my contact details * bleeped * out)
You are now chatting with 'Tilak'

Tilak: Good Evening

Tilak: you have reached ICICI Lombard 24x7,

Tilak: how can I help you?

Avinash CHandrashekar: I have a complaint

Avinash CHandrashekar: Hello?

Tilak: May I know what is your query?

Avinash CHandrashekar: yes

Avinash CHandrashekar: I was charged for an insurance policy that I tried to buy

Avinash CHandrashekar: but wasn't able to

Avinash CHandrashekar: i did not see the policy on the web page

Avinash CHandrashekar: neither have I received it by email

Tilak: Do you have the policy number

Avinash CHandrashekar: and I haven't received it by courier/post either

Avinash CHandrashekar: And

Avinash CHandrashekar: it is NOT listed in my profile as well

Tilak: May I know the mode of payment used to purchase the policy

Avinash CHandrashekar: credit card

Avinash CHandrashekar: I cannot give you the policy number of a policy I have not seen

Tilak: KINDLY HELP ME WITH YOUR CREDIT CARD NUMBER TO PULL OUT YOUR POLICY DETAILS

Avinash CHandrashekar: I can only give you the reference number of the transaction

Avinash CHandrashekar: please pull out the policy details using my username

Avinash CHandrashekar: *not for public view*

Tilak: For verification of your identity, kindly verify the following details:

Tilak:

Tilak: · Name,

Tilak: · Date of Birth,

Tilak: · Contact No (Landline and Mobile),

Tilak: · Email id,

Tilak: · Address with Pin Code

Tilak:

Avinash CHandrashekar: Name: Avinash

Avinash CHandrashekar: DOB

Avinash CHandrashekar: *not for public view*

Avinash CHandrashekar: email id : *not for public view*

Avinash CHandrashekar: address: *not for public view*

Avinash CHandrashekar: *not for public view*

Avinash CHandrashekar: *not for public view*

Tilak: Contact No (Landline and Mobile),

Avinash CHandrashekar: *not for public view*

Avinash CHandrashekar: *not for public view*

Tilak: Thank you very much for verification

Tilak: You were purchasing travel policy

Tilak: Since there is no response from your side I have to disconnect the chat

Tilak: Since there is no response from your side I have to disconnect the chat

Tilak: Since there is no response from your side I have to disconnect the chat

Tilak: My Pleasure

Tilak: Thank you for chatting with ICICI Lombard,24*7

Tilak: Have a great day!

Chat InformationChat session has been terminated by the site operator.

http://server.iad.liveperson.net/hc/32440297/?cmd=file&file=chatStart&site=32440297&sessionkey=H7055188058127345408-4060130782698878559K120147164

Chat InformationPlease wait for a site operator to respond.

Chat InformationYou are now chatting with 'Chandrakant'

Chandrakant: Good Evening

Chandrakant: you have reached ICICI Lombard 24x7,

Chandrakant: how can I help you?

Avinash Chandrashekar: can you please connect me to Tilak

Avinash Chandrashekar: i was chatting with him

Avinash Chandrashekar: and i had to leave

Avinash Chandrashekar: for a few minutes

Avinash Chandrashekar: hello?

Chat InformationPlease wait while I transfer the chat to 'Tilak'.

Chat InformationYou are now chatting with 'Chandrakant'

Chandrakant: May I know what is your query?

Avinash Chandrashekar: I don't want to explain it again

Avinash Chandrashekar: could you please transfer me to Tilak

Avinash Chandrashekar: Tilak: Good Evening Tilak: you have reached ICICI Lombard 24x7, Tilak: how can I help you? Avinash CHandrashekar: I have a complaint Avinash CHandrashekar: Hello? Tilak: May I know what is your query? Avinash CHandrashekar: yes Avinash CHandrashekar: I was charged for an insurance policy that I tried to buy Avinash CHandrashekar: but wasn't able to Avinash CHandrashekar: i did not see the policy on the web page Avinash CHandrashekar: neither have I received it by email Tilak: Do you have the policy number Avinash CHandrashekar: and I haven't received it by courier/post either Avinash CHandrashekar: And Avinash CHandrashekar: it is NOT listed in my profile as well Tilak: May I know the mode of payment used to purchase the policy Avinash CHandrashekar: credit card Avinash CHandrashekar: I cannot give you the policy number of a policy I have not seen Tilak: KINDLY HELP ME WITH YOUR CREDIT CARD NUMBER TO PULL OUT YOUR POLICY DETAILS Avinash CHandrashekar: I can only give you the reference number of the transaction Avinash CHandrashekar: please pull out the policy details using my username Avinash CHandrashekar: *not for public view* Tilak: For verification of your identity, kindly verify the following details: Tilak: Tilak: · Name, Tilak: · Date of Birth, Tilak: · Contact No (Landline and Mobile), Tilak: · Email id, Tilak: · Address with Pin Code Tilak: Avinash CHandrashekar: Name: Avinash Avinash CHandrashekar: DOB Avinash CHandrashekar: *not for public view* Avinash CHandrashekar: email id : *not for public view* Avinash CHandrashekar: address:*not for public view* Avinash CHandrashekar:*not for public view* Avinash CHandrashekar: *not for public view* Tilak: Contact No (Landline and Mobile), Avinash CHandrashekar: *not for public view* Avinash CHandrashekar: *not for public view*Tilak: Thank you very much for verification Tilak: You were purchasing travel policy Tilak: Since there is no response from your side I have to disconnect the chat Tilak: Since there is no response from your side I have to disconnect the chat Tilak: Since there is no response from your side I have to disconnect the chat Tilak: My Pleasure Tilak: Thank you for chatting with ICICI Lombard,24*7 Tilak: Have a great day! Chat InformationChat session has been terminated by the site operator.

Chandrakant: as I come to know from your chat you have not received your policy

Avinash Chandrashekar: i have not

Avinash Chandrashekar: so i purchased a new one

Avinash Chandrashekar: and i find out i am charged for both

Avinash Chandrashekar: when i received only one

Chandrakant: be online I am trying to pull out details by your mobile number

Chandrakant: both policy amount debited from your credit card ?

Avinash Chandrashekar: yes

Avinash Chandrashekar: both

Chandrakant: please provide your policy number or your credit card number

Avinash Chandrashekar: I DONT HAVE THE POLICY NUMBER BECAUSE I HAVEN"T RECEIVED IT

Avinash Chandrashekar: and i don't feel safe about giving credit card details

Avinash Chandrashekar: i gave you all my account details

Chandrakant: policy number you have please give that

Avinash Chandrashekar: i can provide you with the reference number of the transaction

Avinash Chandrashekar: please try to understand

Avinash Chandrashekar: i have received only ONE policy

Avinash Chandrashekar: and i have paid for it

Avinash Chandrashekar: and I have those details

Avinash Chandrashekar: and I have no complaint about it

Avinash Chandrashekar: but i have NOT received the other

Avinash Chandrashekar: how do you expect me to give you those details

Avinash Chandrashekar: neither by post

Avinash Chandrashekar: nor by email

Chandrakant: please provide me that policy number which you have received

Avinash Chandrashekar: nor on the page

Avinash Chandrashekar: Policy Number *not for public view*

Avinash Chandrashekar: only ONE policy is listed on the My Policies page

Chandrakant: the same amount is debited for both policies

Avinash Chandrashekar: no

Avinash Chandrashekar: 872 is decucted for one policy

Avinash Chandrashekar: and 893 on the other

Avinash Chandrashekar: i tried to buy different policies

Chandrakant: with out your credit card number we can not find out details

Chandrakant: we asking only number please provide that

Avinash Chandrashekar: is it alright if i provide the last 4 digits of my card?

Avinash Chandrashekar: and I am not providing the verification code

Avinash Chandrashekar: now

Avinash Chandrashekar: please tell me the details of the policies YOU see

Avinash Chandrashekar: so i verify my belief that there is something wrong with your system

Chandrakant: ok

Avinash Chandrashekar: *not for public view*

Avinash Chandrashekar: those are the last four digits

Avinash Chandrashekar: i hope this is enough

Avinash Chandrashekar: please give me your email as well so I can continue this conversation with YOU

Chandrakant: *not for public view* this is your policy number

Avinash Chandrashekar: and not narrate my case to each and every person i meet

Avinash Chandrashekar: exactly

Avinash Chandrashekar: this is the policy that is listed

Avinash Chandrashekar: i have been charged for this

Avinash Chandrashekar: as WELL as another

Chandrakant: 11-Aug-2008 policy start date

Chandrakant: 19-Aug-2008 policy end date

Avinash Chandrashekar: the reason i bought this policy was because I did not receive the earlier one

Chandrakant: you policy is expired now

Avinash Chandrashekar: I need none of this

Avinash Chandrashekar: I want to know

Avinash Chandrashekar: why I was charged for a policy I did not receive

Chandrakant: but your policy is already expired

Avinash Chandrashekar: So what

Avinash Chandrashekar: i was charged for a policy i did not receive

Avinash Chandrashekar: the details you have given me

Avinash Chandrashekar: are for the policy I received

Avinash Chandrashekar: which would have been useful had i fallen sick

Avinash Chandrashekar: and the amount for the policy has been deducted from my account

Chandrakant: you take the pritout of your policy on our web site also

Avinash Chandrashekar: do you undertand what i'm saying

Avinash Chandrashekar: this was a policy that i carried with me when i travelled

Avinash Chandrashekar: and i bought it

Avinash Chandrashekar: because I did NOT receive the previous policy that i tried to buy

Avinash Chandrashekar: WHY

Avinash Chandrashekar: was i charged for that

Avinash Chandrashekar: and I also want your email or the email of the person who is in charge of these issues

Chandrakant: we have despatched details about that policy

Avinash Chandrashekar: which policy

Avinash Chandrashekar: i do not need details of that policy

Avinash Chandrashekar: I need to know why i did not receive it

Avinash Chandrashekar: i have no use for a policy which is already expired

Avinash Chandrashekar: why did i not receive a policy for which i was charged 893 rupees

Chandrakant: ok

Chandrakant: I am going to take request for that

Avinash Chandrashekar: i don't see where this is going; I have been charged for more than i have received and you seem to only be telling me what i already know. Please tell me whom I should address this to

Chandrakant: please sent mail along with credit card statement to customersupport@icicilombard.com and the number which I am going to provide you

Avinash Chandrashekar: i do not want to correspond with a wing

Avinash Chandrashekar: i want a specific person

Avinash Chandrashekar: so i needn't repeat what I said again and again

Chandrakant: please sent mail along with credit card statement so customersupport@icicilombard.com and with in 48 hours they will revert back to you with clarification

Chandrakant:

Avinash Chandrashekar: give me your email and phone number Mr.Chandrakant

Avinash Chandrashekar: or that of your team leader

Chandrakant: please call us 1800 209 8888 this is our customer care toll free number toll free from all mobile as well as land line

Avinash Chandrashekar: i want YOUR number

Avinash Chandrashekar: or that of any INDIVIDUAL

Avinash Chandrashekar: who will handle my complaint

Avinash Chandrashekar: I don't have to go through this again

Chandrakant: sorry we are not allowed to provide personal information

Avinash Chandrashekar: and you have asked for my credit card details

Avinash Chandrashekar: and my policy number

Avinash Chandrashekar: when the fault clearly lies at your end

Avinash Chandrashekar: and you expect me to provide it

Chandrakant: I Apologize for the inconvenience caused to you

Avinash Chandrashekar: i don't want an apology

Avinash Chandrashekar: give me a complaint number

Chandrakant: please sent mail along with credit card statement so customersupport@icicilombard.com and with in 48 hours they will revert back to you with clarification

Chandrakant:

Avinash Chandrashekar: and your email/phone number

Chandrakant: be online I will give you complaint number

Avinash Chandrashekar: alright Mr.Chandrakant; I understand that it is company policy to not reveal your email address

Avinash Chandrashekar: i have created a new one in your aname

Avinash Chandrashekar: *name

Avinash Chandrashekar: icicickant@gmail.com

Avinash Chandrashekar: with password complaint

Avinash Chandrashekar: please login to correspond with me

Avinash Chandrashekar: i am sure you are familiar with gmail

Avinash Chandrashekar: login at http://www.gmail.com

Chandrakant: we are not having assess of that

Avinash Chandrashekar: assess?

Avinash Chandrashekar: go home and access it

Avinash Chandrashekar: it doesnt matter

Avinash Chandrashekar: \

Avinash Chandrashekar: use a proxy server to login

Avinash Chandrashekar: but i need to be in correspondence with one person

Avinash Chandrashekar: and if it isn't you

Avinash Chandrashekar: let it be someone else

Chandrakant: we are not allowed to do that

Avinash Chandrashekar: you are not allowed to access internet at home Mr.Chandrakant

Avinash Chandrashekar: this is a laugh

Chandrakant: I Apologize for the inconvenience caused to you

Avinash Chandrashekar: i hope you are recording this for internal training purposes

Avinash Chandrashekar: because so am i

Avinash Chandrashekar: and i want someone i can correspond with

Avinash Chandrashekar: that's all

Avinash Chandrashekar: i paid for this

Chandrakant: have you created any user ID for the policy which you have not received

Avinash Chandrashekar: I have bought both id's using the sme account

Avinash Chandrashekar: *same

Chandrakant: be online

Avinash Chandrashekar: how long Mr.Chandrakant

Chandrakant: I am getting only one policy on that number

Avinash Chandrashekar: exactly

Avinash Chandrashekar: one policy

Avinash Chandrashekar: but two charges

Avinash Chandrashekar: now do you understand

Chandrakant: so I am requesting you please sent mail along with statement and they will revert back to you with in 48 hours

Avinash Chandrashekar: what is the use of chatting with you if i have to repeat the entire thing again

Avinash Chandrashekar: and then again to someone else

Avinash Chandrashekar: anyway

Avinash Chandrashekar: i will do that

Chandrakant: Is there anything else I can help you with ?

Avinash Chandrashekar: and i will correspond with icicickant@gmail.com as well

Avinash Chandrashekar: i request you to please correspond with me on that

Avinash Chandrashekar: if my request fails

Avinash Chandrashekar: very honestly

Avinash Chandrashekar: you haven't helped my with much

Avinash Chandrashekar: goodnight

Chandrakant: My Pleasure

Chandrakant: Thank you for chatting with ICICI Lombard,24*7

Chandrakant: Have a great day!

4 comments:

Surajram K said...

Sad... just be happy that you werent put on hold for an endless time period.

s.ramya said...

man... what can i say....!! i'm flabbergasted...traumatized..!! this is atrocious...apalling... abysmal...!!
the best part of this conversation is...guess what..... ASSESS !!!!
i just cant stop laughing!!
i should say, it's ur fate, avinash!!

எஸ்.கே said...

You are not whining alone.

ICICI is a veritable scam. They suck big time on all cylinders. They are notorious for charging on expired credit cards and do not close your accounts even if you plead on your knees.

If you are keen on holding on to your last pie, never have any truck with those unethical sharpshooters.

S.K

Sam Sukaton said...

Avinash,

I am truly depressed at that. I wish I could say something that might help, but that just really, really SUCKS.

That said, I think your blog is amazing. See you Monday.

-Sam