Jun 20, 2013 06:12 PM
1707 Views
(Updated Jun 13, 2014 01:42 PM)
This used to be the service quality when they started:I am truly delighted with the extreme professional service that was rendered by Ola. I have booked in the night around 11pm for the next day 4hr hour package.
Call Center: quite prompt; attentive; but customer need to repeat the information
Booking: promptly done; sms was sent
Driver: the best part of the experience: very fluent english; well aware of the directions; prompt and very courteous.
Cab: well appointed Tata Indica Vista.
Overall price value proposition: just right.
Wish they maintain consistency in such excellent professional services.
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However after using their service several times, almost every weekend over a period of three full months, I must admit that their service disappoints sorely.
Booking Confirmation: if you book in advance, say even a day in advance, they get into act only few hours prior to the pickup time and some of the times I have to reschedule or cancel my appointments for their utter inability to pickup at confirmed timing.
Booking SMS: when booking is made, there is a strange message to the consumer that says: " Say Ola to driver .so and so". Wish they change the message to say" Say Ola to consumer who has actually booked the cab" and then send it to the driver. Otherwise most of the times, I have ended up following up with the driver and reconfirm that my booking is indeed on and the driver is expected to pickup.such a lousy experience for a consumer who has indeed made a confirmed booking! I am not sure as to why they cant change this business practice even after providing a strong feedback several times. They must enable the driver and ensure that the driver reaches out to the consumer after the booking is made.
Dropdown box for Pickup time for local service: there is no provision for the consumer to choose the time at 1:15pm or in fractions of an hour.hence after the booking online, one need to reach out to the customer service once again to change the booking for the exact time of pickup. In the process there are several instances when they have goofed up.
Phone Number to Track the Cab: they have provided a phone number to call up to find the status of the cab; most of the times, the phone number doesnt work
Whenever that phone number is called up another sms from Mumbai comes up to say that the mobile number of the consumer is not found! Surprisingly this message is sent to the same mobile number that the consumer has already provided.
Feedback: its a pain to inform ad nausea on all the known issues to their customer service department.hardly anyone is interested in fixing the issue. The same very issues are recurring over the last 12 months.
On the contrary, Meru, atleast in Bangalore, ensures that the driver reaches out proactively to the consumer, reconfirms the booking, and pickups the consumer at the designated time and drops at the destination without any fuss. Their booking sms also provides lot of confidence: for it says" Driver XYZ will come and pickup at designated pickup time" as opposed to Ola's sms to consumer that expects the consumer to reach out to the driver even after making a confirmed booking! this is the most lousy aspect of the experience.
