Reliance Digital – Best Avoided & Goofed Up Big Time!

07Nov08

I recently purchased a Philips 32″ TV to be gifted from Reliance Digital at Ambi Mall in Gurgaon.

While I went on an non-offer day, there was hardly any one who could tell me which is a good LCD to buy and their demo systems could not show Live TV (always buy a LCD tv based on how it shows Live TV and not the recorded DVDs). But anyways after a lot of hide-and-seek I finally found someone who could help me make a purchase while I fiddled with the TV’s my self.

The ordering process was swift and it didn’t take more than 1 min to close the entire billing deal and I was promised that the TV would be delivered to me the following day.

Well the TV arrives well packed and stuff, only to realize that they have sent me the wrong model! The delivery people said – sorry sir we can’t take it back, our job is to deliver – right or not you figure it out with the store.

I’d placed an order for : a Philips 32″ LCD Model Number : 5203 and they delivered me Model Number : 3403.

(Left image is Delivered Product, Right is Ordered Product)

I think manufacturers also now need to start fixing this on their part. There is hardly any noticeable difference between the 2 models, yet the one delivered is 4000 bux cheaper!

See for yourself : Philips Model 3403 Compared with 5203

So I tried reaching the Reliance Digital Ambi Mall on 0124-4029099 and it was busy and has been busy for 5 continuous day! later I tried reaching them on their ResQ services on 0124-4472222, and that too no one answers.

Luckily the delivery people left me with the number of the back-end supply manager, I called him up only to realise that he has sent the right model as per his details.

I went back to Reliance Digital at Ambi Mall that very day and file a report with their ResQ division. First the guy was like, how can this be possible. Then I showed him the picture of the delivered model. He couldn’t do much and he was stumped! He called up the Depot and check with the Supply Manager, and he again said that he has sent the right model. Nevertheless, he just took my complaint down and said he’ll call me back in the evening – which hasn’t happened. And, further he passed the buck and said, please be in touch with the supply manager as he only can update you with the details!

Apparently, their SKU Management system has tagged this model against the SKU mentioned in my invoice! Now Beat That! (See the BAR CODE closely on the image on the left above and compare that to the one in the bill and you would know what i mean.)

It’s been 4 days since I’ve been chasing Mr. Anil Yadav (0999602xxxx), and he’s been confused ever since. Promises me that he will call back in 5 mins and never does, tells me that he’s trying to find the model and so far he hasn’t – maybe Indiana Jones can help him find this model. I mean it’s 4 days and you can’t find the model! “Sir, me laga hua hoon aapke case per, mujhe paanch min do”. – arghr ! tht’s bullshit!

And, no one tells the truth!

And, today his number is going busy – i think he’s trying to participate in Kaun Banega Crorepati or something.

I am in utter disgust with their level of after sales support & ignorance. I think Reliance should just go back to mining oil and whatever their original business is and get out of customer business they are not in capacity to manage it. I am glad they took all Subhiksha out of business.

So, next time you go to Reliance Digital – make sure you doing the right thing! and I shall try again to reach Mr. Yadav!

Filed under: Goofy   |  Leave a Comment
Tags: ambi mall, reliance, reliance digital

Goofup @ Airtel Delhi Half Marathon 2008

30Oct08

I know the event has not even started as yet, but I was curious to know about the registration status of my mother under the senior citizens category.

The registration would mention that you can track the status of your application online, but if you go to the site, which is http://adhm.indiatimes.com you can’t find any link which says track your registration!!! rather it will still let you register online despite the fact that the registrations are now closed!

So, I decided to write to them quoting the registration details, etc. but it’s been a while since they have not replied so far either.

Then, I saw a phone number on their site – 550000 (http://adhm.indiatimes.com/articleshow/3462535.cms) and decided to call them up. And, guess what – they are still running “Panchvi Pass IVR” and there is no mention about “Delhi Half Marathon”, the woman kept on repeating “Maaf kijiye me samjhi nahi” and that was the same expression I had on myself! I mean WTF!!! this is the marathon helpline, put the right IVR on the phone!

Now I am really worried the way this marathon is being managed and I am also sure lot of registrations would have happened online!

This surely is a poor show on Procam, Airtel & Indiatimes part.

PLEASE FIX THE ERROR!!!

Filed under: Goofy, Internet, Marketing   |  Leave a Comment
Tags: airtel, delhi half marathon, delhi marathon, half marathon, procam

Opportunities in Marketing, Career Presentation

19Sep08

Here is a brief presentation I made at IILM in December 07 to help clear up the myst of careers in marketing for business graduate students. Though, the presentation is skewed towards digital media, but it can give someone seeking some info – a sense of direction of what to except.

Most students are clueless of what to expect when they get into a job. Career counsellers talk about “job planning” or “career planning”; but no one really gives a clear picture of which part of the puzzle (you education) fit well where it’s suppose to (skill & talent).

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Opportunities In Marketing

View SlideShare presentation or Upload your own. (tags: career marketing)

Filed under: Marketing   |  Leave a Comment
Tags: career counselling marketing, career in marketing, digital media jobs, marketing careers, marketing india, marketing jobs, mba options

Honda Car Website Needs Microphone

20Jul08

I couldn’t help posting this. But I recently was at the Honda Car India website checking out their latest hybrid engine offering. The car is really impressive with the technology that it’s using : http://www.hondacarindia.com/civicHybrid/default.html

But click on the link to view the “Hybrid Engine Video” and you’ll notice this:

Yes, the video can magically playback audio from the microphone! Sorry, but I couldn’t help posting this post like their technical error.

Hope they change it soon!!!!

Filed under: Goofy, Internet   |  Leave a Comment
Tags: Goofy, honda car, honda car india website, honda civic hybrid

Why Not To Buy a Dell XPS M1330 Made In India

10Jul08

I’ve been a loyal Dell customer for over 5 years and I somehow felt I couldn’t go wrong again with a Dell, not to forget I even made my company buy Dell for all our resources and few friends as well.  So, I decided to buy a brand new Dell XPS M1330 after reading some great reviews and feedback from owners, and long standing trust with the product & brand.

I placed my order with Dell 11/June/08, and got a followup call from their Sales Rep, who was quite cold (coz he really doesn’t have to sell nething, just take payment details and process the order) with his approach of selling me a Dell and in a very proud manner waived off Rs. 3000 from my total cost saying “Since, you are buying directly from Dell. We are giving you this discount”. (I really had nothing to say to him, he was just doing his job.)

Well fortunately or not, Dell Distributor in a nearby market offered me a Rs. 5000 discount plus some goodies – didn’t take that one cause I had to customize my system. But whatever, I wanted a good system whosoever was selling it to me.

This is what I ordered.

The days of Blue Started from the day it was delivered to me. (Why ME!!!)

On 16/June/08, I received my Dell XPS M1330 in a nice black color and I was surely excited to be a proud owner. Moments later, the minute I pressed the power on button – I saw a smudge on the screen. I thought, it would go away or must b dust or something – but it wasn’t. The screen was damaged and I paid Rs. 4000 extra for the WLED screen and this is what I get.

I called up Dell Customer Care immediately (it takes time to get thru).

They sent an technician over to inspect the system the following day and he tells me that the system is working fine. Then, I had to really show him the problem.

After some 30 mins of waiting – we get the customer care person back on line to request for a repair or replacement. I opted in for a replacement and they agreed then. 3 hours down the line, they call me back and suggested, “sir, what if we repaired your system and gave you a 2 GB pen drive free!!!” .

Dell needs to have some real high-sense-of-customer-is-duh-people. A 2GB (some Rs. 800) pen drive for a damaged Rs. 4000 screen, which I am sure if I had to get it replaced otherwise would cost me some 20k!!! I needed a replacement is what I cared about. I can’t accept a system not even 24hrs old not inspected by me before purchase go in for a repair on day 2 – NOT ACCEPTABLE!

Eventually, I get a replaced system on 23/June/08. Since, I was away from home I didn’t get time to test the system. Two days later I get a chance to test my new replaced machine, only to be let down again. This time one of the USB port is faulty!!!

Customer Care, “ah, some bios settings needs to be changed for it to work. We’ll find a technician on the phone and get right back at you.” Never happened and if ONE of the USB port is not working it is not working – it’s as simple as that.

I registered a complaint with them on 27/June/08 only to be told that Dell XPS Support team works out of Malaysia and they work till 4pm IST.  From 27/June till about 1/July, they could not get me a tech support guy to resolve – can you beat that!!! And, this is Dell XPS Premium Support service!!! I wonder what happens post the service agreement expires.

Finally, I decided to return both the Dell XPS’s and get a refund.

Their sales rep called me to check if they can replace my system with an upgraded processor or something, but by then their supervisor decided to send me an email confirming a refund. And, I’ve had enough of Dell and I didn’t trust the quality of product being delivered. I am sure the customer care guys would have also got annoyed with me – that they also gave in. Here is an exerpt from the email which I got from Dell:

Dell Reply to my Emails & Request

I logged my request for refund on 2/July/08 and they eventually picked up the system on 9/July/08 at 9:00pm, after exchanging a lot of emails & follow ups between Dell in Bangalore and Dell logistics in Gurgaon/Delhi.

And, now I await my refund which will take another 7 days to come through and I hope they would refund the complete amount.

I think Dell has done a fantastic job in getting the system to me and taking it back as quickly just to make sure I don’t get super pissed off (but i am).

It took both of us (Dell & Me) 1 month to get things moving and I am still left without a laptop to use & work on, not to forget the monies that are still pending from them.

I am not happy in the manner in which they are building systems in India. The built quality is very poor, the display hinge flexes, the plastic has dust on it, keys are not aligned properly on the keyboard, and the packaging is not strong enough to withhold the transit.

I am sure it’s a one-off-experience, but it has left me warned of Dell and resulted in this post.

Just check 1000 times before you buy a Dell next, especially in India. And, if it says “made in india” – you better do some double quality checks on the system. Preferably, buy it from a local Dell dealer in your city only draw back being you won’t be able to customize the system.

I continue to think Dell is a Dell, but for the time being I am not taking one.

Happy Shopping with Dell

Dell Time Line of Interaction (PDF)

Filed under: Personal, Uncategorized   |  2 Comments
Tags: Customer Service, Dell, Dell India, Experience, M1330, XPS, XPS M1330

Microsite Review Marathon :)

08Apr07

I’ve always been interested on how brands start using the internet in India; and most websites they come up with I like to term them as “download wallpaper” websites – cause they didn’t offer any thing beyond that.

Sometime back in the history of time; I’d written a small white paper on “internet branding” which offered the much confused brand/marketing manager on how to step on the internet by designing what kind of website. And, that was a time when static websites was the way to go.

Today, Internet offers some level of maturity – but I see a long way to go. My colleague also discusses how FMCG co’s can utilize the internet better for their brand.

I’ve covered 3 websites here for different brands and how they match up to other style of making websites. Please note I am not paid by these guys to review their work and all opinions/thoughts are personal.

Johnson’s Baby

- Babycenter.in

Johnson’s extensive baby product line and legacy of users give’s it a strong reason to be associated with a website to do with “Baby Care”.

The site is largely a replica of BabyCentre.co.uk but they are in the process of generating content for the site given different situation which exists in India.

I like the simplicity in the website – as it represents an Yahoo! Answers approach, no flash or background music to irritate you.

It attempts to answer key questions for to be parents; and offers top level Q&A for many frequently asked questions.

The brand element is a little weak beyond the website’s homepage; but I am sure these guys are working on it.

Brand Integration: 1/5
Design: 3/5
Usability: 3/5
Content: 2/5
Overall rating: 3/5

Lay’s

- whatstheprogram.com

Firstly, this site was almost a week late before it came online & they kept advertising on the TV! Not a good thing to happen; cause I’ve seen a lot of traffic to micro-sites originating directly and followed by Google & other internet advertising efforts.

This site has a nice look & feel, but the performance degrades across different browser a problematic area when it comes to usability. Also, it tends to be a bit noisy with it’s default background music. Overall the site performs well with the load time, but I wish it had some bit of flash optimization done to improve performance of the site. Else, it’s a good site – technically.

The site’s aim is to integrate with the larger brand message of “whats the program”(pronounced as whatz the prograamm”) promo – which intends to position “Lays” chips as a key ingredient to any “program” you make – which translates to – group activity, i.e. bunch of friends getting together to watch cricket on TV, so “sports program” to watch cricket on TV & Lay’s the perfect element of snacks. Sure, but the TVC sucks.

So what it takes to be part of the “program”? The signup page is a little tacky & you have to sign up even to subscribe to the newsletter! The sign up page also allows you to create your avatar; but I couldn’t see it appear after my signup page not even on my profile page

The avatar are not customizable & the one’s on offer are just about ok & I don’t know why they have been randomized on display. Keep the 2 sexes in the same line! again bad usability

I donno what is the purpose of asking “when was the last time you ate lays?” & that too as a mandatory field! is this a sign up page or a survey form? This is a clear sign of a traditional marketing manager being a part of designing the website. Seriously – this information is redundant. I’d rather send out survey forms to my users than ask this once & forget about it.

I explored “Entertainment Program” section; which lists movies & theater events taking place in select locations. Since, the site revolves around the getting friends together – you have the option of selecting an event & inviting your friends to meet up! Ok, point taken, 1. I don’t see the point of having static pages, 2. What is the benefit of using Lays website to invite friends = will I get a discount coupon for Lay’s Purchase? nothing of the sort.

I see a good possibility of integration Yahoo Local or tie-ups with some local movie theater for better online prices or even some sensible mash-ups! the potential is yet to be explored of this platform.

Also, the site doesn’t have a Privacy Statement! So, I really wonder how would they use the information I’d provide them!

I am happy with the design of the website with some teething usability issues – which I am sure they’ll resolve. But if they can’t keep the content live & latest = the site is bound to die. It’s a good integration of the overall website; but I’ll see how the site evolves in time.

Brand Integration: 5/5
Design: 2/5
Usability: 2/5
Content: 3/5
Overall rating: 3/5

TVS Apache

- nowornever.in

This is one of the good bike sites around, and it brings in many factors of good site together. It has product content, community participating, offline ecommerce & little bit of fan site appeal.

This site also suffers from performance degradation across browsers & really irritating background music. Something most web designing company’s should now take into account – why put the music in the background! apart from adding on to the load time; it slows up the website. And the flash & html integration means – the music starts to replay on every page you load even if you decide to turn it off on the first page. Please get introduced to frames!

I like how the site integrates really cool bike merchandise – only problem is to buy the stuff offline. But you can buy tshirts, key chains, helmates, bike covers and whole bunch of other stuff.

I think they should tie up with ebay if ecommerce if coming up to be very expensive & cut the lag time to actually get these stuff moving. Seriously, if you are the site owner – get an ebay shop & start selling online.

The site has a whole bunch of improvement areas including content & engagement factors. The site comes very close to the “download wallpaper” kind, but I am sure TVS will bring in more aspects of the internet marketing tool kit & evolve this site.

Please seriously consider improving it – you have a great site going for yourself!

Brand Integration: 4/5
Design: 2/5
Usability: 2/5
Content: 3/5
Overall rating: 2.75/5

Filed under: Digital Media, Interesting, Internet, Marketing, Web 2.0   |  Leave a Comment

Colgate MaxFresh – Does Internet Sampling

05Apr07

Sometime back when I went to a candy manufacturer and told them to do Internet Sampling for their product – they gave me that look “paagal ho gaya hai” (he’s gone mad).

Well, finally a good big brand has decided to take the big bold step and offer a website beyond “Wallpaper Download”.

Welcome Colgate MaxFresh – maxfreshclub.com

Finally a website which makes an attempt to bridge the gap between micro, sites, promotion, & contests sites – a site which makes sense & will eventually promote sales and not downloads.

The product sampling link is right at the home page of the website and it simply asks you to complete one questions – which is what is Colagate MaxFresh offering, punch in your email address & name, and you’ll get a validation email!

They are currently restricting sampling to one sample per household and there are select cities it’ll deliver the product to.

Still an excellent idea to reach out a set of audience which is interested to test your product or just get free toothpaste for a week

I am yet to get my free sample.

The site takes another step to integrate it’s brand values which is “freshness” and is linking it up with what interests the TG.

So there is a section titled “Fresh Ideas”; which has new product launches, travel destination and some generic ideas. What I like was link to websites which were offering travel solutions. Given the rate of growth of travel in the country – a good opportunity for travel portals to tie up & offer “Colgate MaxFresh Vacations” – it’s a win win situation for both the brands.

To drive traffic the site is using the larger internet ad networks to reach out to an audience; but I think they’ll burn out all their internet inventory in 2 days – so problem will be there to sustain traffic on the website.

Not to forget their are on Google Search paid results section too

I wonder where they’ll take the site next – social networking? maybe a site dedicated to build a community around dental hygiene?

But I think it’s an excellent platform that the brand has chosen to reach out to an engaged audience, and at the same time offer a chance to try the product & win goodies!

Go ahead and get your free Colgate MaxFresh sample at > www.maxfreshclub.com

Filed under: Colgate, Digital Media, Internet, Marketing   |  2 Comments

Dot Come Bust Time – This Time Socially!

04Apr07

In the beginning, there was discussion boards & forums. Then came sites like Ryze.com, Hi5.com, Batchmates.com, and a whole bunch of websites to get people together.

Social Networking seems to be a new fad in the world of Internet in India. I just donno how many social networks I would want to be a part of. See below the new Desimartini Social networking site – cool advertising on TV; but where are the users!

But Fropper has also been online doing lot’s of ads!

Enough of advertisements. The best place for social networking which has 20% of Indian users is still Orkut! and it never advertised or gave away free ipods like Yaari.com did.

The bigger problems with social networking sites is the level of abuse that someone has to go thru; from spammed invitations to “hello, i want to be friends with you”. Am sure we know many female friends who get spammed day in and day out for friendship requests. We are yet to come of age (globally) to respect the other person or give them their space. So now there are dedicated websites for women users; such as GangofGirls & Zapak’s website dedicated to women – but are they really women online!

But I have larger question to ask people funding these activities = do you see breaking up on investments?

Social Networking boom in India reminds me of the time of Dot.com Bust; how many of us remember uthplanet (youth planet)? not many it got hit my the no user meteorite; and it doesn’t exist any more.

All advertiser or portal owners are focussing on the buzzing age group that India thrives on today; but offer them something beyond friends, chat, news, dating, & community. Seriously, it’s getting boring!

Here’s a list of social networking sites to be launched or to be launched that I am aware of:

1. Yaari.com
2. BigAdda.com
3. Desimartini.com
4. Fropper.com
5. Orkut.com (still the best)
6. indyarocks.com (my money on them)

Any one making a replica of Second Life????, Anyone?

Filed under: Interesting, Internet, Marketing, Social   |  Leave a Comment

Business Networking 2.0

20Mar07

With social networking catching every dot.commer’s imagination, it makes all the more sense to add business sense to it. After all business is all about networking.

I started business networking back in 2002 with Ryze.com; the site stopped to evolve & I joined Linkedin.com. But with the evolution of web 2.0 and ajax support interfaces, we are now talking serious business networking.

My first example here is pairup.com : the site works on a simple concept of sharing your contacts & travel plans. And if it finds someone you know in the same destination – it’ll give you an alert! I wish it integrated with Plaxo!

KLM is taking Flying & Golf to business networking. They have 3 sites dedicated for business networking and the common platform – Golf. Cause all high flyers play it! It just reverses the approach & tells you whom you can find where. Check out there sites > www.klmclubafrica.com or www.fbgolfclub.com or www.clubchina.klm.com

If travel portals are smart enough like Yatra which introduced Raahi to garner traffic – imagin the potential it holds for travel portal to build loyalty & networking capability.

I am sure we in India are still busy deploying Adsense to make money… web 2.o can wait!

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Traditional Marketing Managers – Upgrade!

20Mar07

This post emerges from the tiring & multiple attempts online media managers make to traditional marketing managers of how online media works. And, I’ve been challenged when a manager comes up to me and say target this search marketing campaign to 18-24, SEC A, Metros, with annual income of less than 5 Lacs. O.K – is it April fools day already & again?

As humans we are used to one directional messages when it comes from marketers, but with evolving human behavior & interactivity – we all want more – similarly we need to change the way we segment our markets more importantly consumers online.

India as it is has low internet penetration; where we know that 70% of the users are SEC A. It’s about time traditional marketing managers got realistic.

Interactivity doesn’t mean “download wallpapers” For heaven’s sake stop creating micro-sites with the lame purpose, no content and talk about interactivity. That’s a long way. And, a whole bunch of people agree with me on this.

First step to unlearn is to watch your own online surfing pattern (please don’t make it the gospel truth). Aggregate these patterns across people you know, take a comfortable sample size of 25 people & observe for a week or so. Now take your product/service & segment it given your sample size against online media; chances are 50% of the 25 people will fit into your target audience from the traditional perspective.

Your assignment now is to identify tasks or content consumed by your target audience & then build your online strategy. You’ll instantly see the connect with all the 25 people or at least 98% of them.

Read more before you talk internet jargon. There is a whole bunch of online possibilities which your brand has not discovered. Whatever happened to the spirit of Marketing!

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