Jan 02, 2011 06:11 PM
2614 Views
(Updated Mar 28, 2011 09:37 PM)
I had made a Meru Booking against order no 4284104 for pickup from Prabhadevi at 04:45 am on 28th March 2011. This is what has transpired today 28th morning - No SMS with driver and car details have been received by me till 04:25. I called the Helpline and informed them about the same. I was then sent the SMS with the details of Driver - Mohd Usman Mohd Yakub Sheikh - Ph No - 9004487883, Cab No - MH01JA5630.Till 4:44 no one came to pick me up.
I tried calling the driver Mohd Usman Mohd Yakub Sheikh 4 times till 4:47 but no one was picking up the call. I called the helpline and was told that he may be driving and therefore would reach me in about 2 mins. I asked the helpline to also try calling him. I would wait for another 2 mins as recommended by them. It seems that the Helpline too could not contact him. Within the next 1 min I got an SMS indicating details for a new driver and cab number. The details on the new SMS are as follows – Abraham Thomas – 8898846721, Car No MH01JA9046.
This SMS was received at about 4:51. Interestingly someone at the helpline placed an additional booking for me at 05:15 am, without me asking for the same. By then I could wait no longer, fearing that I would miss my flight. I took a regular cab. I also called Mr Abraham at 05:14 am and told him that it was useless to come to my house since
a) I didn’t ask for him.
b) I had already left for the airport. He was just getting into my gate at that point in time. If I had waited for him it would be far too late since I would have missed my flight.
Interestingly I then got a call from the Meru Cab Helpline asking me why I wasn’t available when Mr Thomas reached my home to pick me up. I did think that this was a good joke from the Meru Helpline early in the morning. Then he added that I had booked 2 cabs one at 04:45 am and the second one at 05:15(I had never booked this cab, this was booked by the Meru Cab personnel). That was truly the second joke of the day.
10 mins later I got an SMS message asking me to rate the services of Meru Cab No - MH01JA5630 driven by Mr Mohammed Shaikh. This was the third joke for the day. I wonder whether anyone will call me to discuss such a pathetic level of servicing. However I thought I should highlight the same to Meru to show you how your drivers are not concerned in badly affecting the brand equity of your service.
Simultaneously your helpline agents also have appeared to be floundering and completely ignorant of what is happening at the customer’s end. Instead they tried to cover – up the problems with the servicing of Mohammed Shaikh. This is quite preposterous and would certainly damage your reputation. Lastly I will be placing this feedback on facebook.com as well since I do believe that Meru Cabs as a service is becoming very arrogant.
