Response for a complaint !!!

-Divagaran T

 You buy a biscuit packet from a shop. After opening it you see that the quality of the biscuit is not so good but it is relatively edible. What do you do in this situation? Normally, you would curse the manufacturer and eat that biscuit or may be throw it away.

Recently I bought a Britannia Bourbon biscuit packet from a shop near my home. When i opened the biscuit, I saw that the biscuit was not so tasty. The problem was that the packet was not air tight. So, the biscuits were not good for eating. I thought for a moment what to do? Then i found a small wording in the packet saying,

” In case of any complaints, please mail us at……. “

I thought of not sending any complaint as the biscuit pack costs only 11 Rs. and why waste time in sending such complaints for which no one will normally respond. But I changed my mind and I just sent a mail to Britannia explaining about it and giving the batch code of the biscuit.

Two days later, while returning from my office I was surprised to see 5 packets of Bourbon biscuit in my home. What happened is that the Britannia people from the Chennai factory have come and enquired about the nature of complaint and apologizing for the defective pack and giving me 5 packs as replacement. They also got my contact number and met me the following sunday personally and asked me about the nature of complaint. I was taken by surprise. I didnt expect a swift response like this and kudos to companies companies like this, giving utmost importance to customer satisfaction and their complaints. I thanked the Britannia ppl personally and then by sending a mail.
From then on, I always prefer Britannia biscuits.

How many times do you get this type of response when you complain to anyone about any defective product?? Compare this response to the response you normally get when you complain of bad quality in shops.
All the defaulters learn from this incident.