Location/place: Bangalore
Name of company/service: First Flight Couriers
Hi,
The details of the parcel which I was suppose to receive are as follows:
Consignor:
JMD, Kalchara, Hoogly Dist., Kolkata
Mob: +91 9*******92
Consignee:
Sandeep Sanjeevaiah, D-304, R****** P******* Apartments, W******* Road, Bangalore. Mob: +91 9*******80
Consignment No.: BE0809576
Sent Date: 06.09.13
Sent Through (First Flight Franchisee, Kolkata):
S E Enterprises, AE 580, Salt Lake, Kolkata – 700091
Contact Person: Mr. Rahman – +91 91430 57951 / +91 80133 32128
Delivery Date: 07.09.13
Status: Not received till date / Parcel untraceable
My Trauma:
I am really amazed by the kind of pathetic service First Flight Couriers has provided to me. Even more amazed by the lack of sheer responsibility that no one has any clue about my parcel.
First of all, no one answers on your so called customer care nos. I have tried all the nos. and many a times everyday from 07.09.13 till 13.09.13. All I get to hear from the numerous calls I have made is just the lady on the IVR saying ‘Please hold on, one of our customer service executives will shortly assist you’. I only wish that First Flight as a company understood what the word ‘shortly’ meant.
Since I did not receive any parcel on the 07.09.13, I called up my consignor and he called up the local franchisee where he had dropped off the parcel to enquire. He did make many inquiries but failed to trace the parcel. So he advised us to get in touch with the First Flight main office in Bangalore which is located at Vimanapura.
When I called them, they told me the parcel has been received, but by mistake it had reached the First Flight dispatch office in Whitefield. When I called the Whitefield office (their contact no. being 9341025362) the concerned person told me that they have not received any parcel with the consignment no. BE0809576.
In the mean time when my consignor (JMD) called SE Enterprises (First Flight Franchisee, Kolkata) on 12.09.13 they told the parcel is lying in the First Flight office at Nagaraja Complex, Hosur Main Road, Madiwala, Bangalore. I was above to leave there to collect the parcel. Just then when I called them to confirm, to my utter surprise even they told me they have not received any parcel with the consignment no. BE0809576. And they said that ‘Wheeler Road’ does not come under their territory.
So, I was clueless as to what to do? By then, my consignor (JMD) had somehow figured out the mobile no. of Head of Operations – Bangalore – Mr. Kondaiah. His mobile no. being 9341014250. When I was on a conference call with Mr. Kondaiah and Mr. Rahman (SE Enterprises), Mr. Kondaiah told me that a complaint was already registered regarding my parcel. He also told me he was personally handling my case and was leaving to the Whitefield dispatch office immediately. He told me he will reach there, figure out and call me by 3pm. As usual, did not get any call till now from Mr. Kondaiah. To add to the agony when I called him many a times Mr. Kondaiah did bother to pick my calls. I am really astonished and extremely angry how a senior most person can act so irresponsible. That too, after I told him about the content of my parcel and how important that was for my business. Moreover, he promised me to call back and update.
Also, myself and my consignor had to make many calls in order to even get hold of all the mobile numbers of your respective dispatch offices and people.
I hope by now you all would have understood the kind of mental and physical trauma me, my wife (as even she was calling different people) and my consignor have gone though all these days from 07.09.13 to 13.09.13
To add to all this, I had to take the brunt from my client for not sharing the sample (which was in the parcel) on time and lose my credibility and the business, of course!
If you guys can’t trace a small parcel for a week, you guys are not fit to be in this business!
I again hope, if you guys have any kind of responsibility, self respect and so called customer service left as a company, I expect atleast after reading this mail someone will respond and trace my parcel.
I any case, I am posting this on my Facebook, other online consumer forums and filing a consumer complaint in the consumer court. I really don’t want anyone else going through the trauma that we all have gone through.
Your Most Frustrated Customer,
Sandeep
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