I had written a maiden review on Airwick Room Freshener under the caption “Fugitive Fragrance” & ended my review with the following lines wherefrom I begin now:
“If the concerned company happens to read this review, it may like to improve upon the product & its after- sales-service in case it wishes to garner wider customer support and liking.”
Well, as a matter of fact, the concerned company did read the review and after about a week or so I twice received calls from the Customer Service Department of Reckit Benckiser India Ltd.(RB) about the complaint that I had earlier lodged with them regarding the malfunctioning of their product, (Airwick Freshmatic Room Freshener) and whether the issue was resolved. I affirmed that I had received full cooperation and support from the retailers of the product i.e. More Mega Mart to whom they had directed me for fixing the refill into the Freshmatic device when the same had broken during placement.
But the matter did not end here. A few days later, on one Sunday evening I received a mobile call from one Mr. Sachin who introduced himself as one of the executives from the Sales & Marketing Department of RB. He referred to my review on MS about their product and made it a point to courteously explain ad seriatim the issues raised by me therein, the conversation (gist) went as under:
Me : Induction of Retailers regarding the functioning of the product.
Mr. S : It is a good suggestion worth taking into consideration while formulating product sales and marketing plan in future.
Me : The ‘Made In China’ tag on the product a big let down.
Mr. S : While the product is assembled/manufactured in China with a view to minimize production cost, however, the specifications of the product, which are diligently adhered to, are detailed in UK as per international standards. (All Chinese products are not cheap and unreliable, Rajeev_Vermacially, the expensive ones – yet to form an opinion on that!)
Me : The absence of a light on the device to denote the end of the refill.
Mr. S : The device does not apparently have a ‘light’ to signal that the refill needs to be replenished/replaced. However, a glow emanates from the device when the refill requires replacement. This is yet to be cross-checked as the refill in my device has not yet finished. However, I would like to take Mr. S words on face value.
Me : Instructions on the packet of the product need to be accordingly modified.
Mr. S : Point noted
Me: The off-handish behaviour of the Customer Care (CC) Department of RB.
Mr. S (on a positively apologetic note): The matter should have been handled more sensitively by CC and the faulty product replaced forthwith (Which of course did not happen!)
My Take on the Episode:
I was undoubtedly surprised, pleasantly at that, to receive this call. More so, because it was a Sunday evening yet the official had found time to devote on my review. One does really feel high when one’s views are not only read but taken seriously too!!!
This also goes a long way to signify the net coverage/readership that MS enjoys which accounts for their popularity and complacence (as well), the latter though unjustified and supplies a strong ground for correction.
I do not know whether any of my co-reviewer has had similar experience. My friendly advice to them would be to keep on reviewing products/books/films etc., whatever they want/like, because public opinion does count, whether acknowledged or not.
A kudos and thanks to MS (after much cribbing, complaining, brick batting and mud-slinging) for the platform provided to the consumers to air their opinions (The only humble submission – a little more user-friendliness towards more warm virtual rapport!!!).
I was impressed by the dedication and courtesy shown by Mr. S which is a reflection of the work culture of the Company he represents. It is a pleasure to find a corporate entity bent on image building and maintaining a direct interface with customers, whenever/wherever possible. I had promised Mr. S that I would be documenting the mobile talk that happened with him.
So, here’s it.
(I had requested support@mouthshut.com" target="_blank"> support@mouthshut.com to put this up as a second review for Air Wick Room Freshener as a sequel to the first one since the same was not uploadable by me. However, I think they are facing the same problem as I must have faced . Therefore, I am putting this up as a blog for the information of all my readers and co-bloggers.
However, the request to MS for putting this up as a review still remains)
