While a situation demanded that I should be very happy with my decision to purchase from Flipkart, I ended up being unhappy. Read on..!
Bought an iPhone for a family member last week. As usual, looked at Flipkart and Amazon. Flipkart had ‘exchange offer’ while Amazon did not. And the exchange value was very tempting.
Further, it had one more thing: 10% Cashback when paid from Citibank cards. Super.
To check if T&C has some hidden thing I should know of, I clicked to read it.
And there was a pleasant surprise. It had one more offer: Exchange value will be topped up by another Rs. 2000 for iPhones. Checked in mobile and in desktop site - both said it.
“This is bounty” I thought, and immediately ordered.
The extra Rs. 2000 was not applied - May be it is part of the cash back, I thought and went ahead.
After ordering, I call up the customer care to find out - The call centre person is unaware of any such extra 2K and tells me to email screenshots. Which I do.
Then someone calls me later in the day and says - The original exchange value was Rs. 800 and the Rs. 2800 I saw was including the extra 2000. I promptly check a non-iPhone device and indeed it shows Rs. 800 there. Ah!
I should not have been greedy to expect Rs. 2800 for a 3.5 year old Galaxy Ace phone. But with eCommerce discounts, you never know how much you could get, right?
Dear Flipkart, have you actually not squandered an opportunity to delight me? It turned out to me far worse, with me being slightly unhappy - Rational brain may say this is fair but I did feel like a fool and deep inside, there was/is some dissonance.
If only the first screen had actually shown Rs. 800 as exchange value and then shown another Rs. 2000 because I had an iPhone, I would have been elated. Expectation would have been for Rs. 800 and seeing Rs. 2800 would have made me jump with joy. Instead, expectation was set at Rs. 4800 and then reduced to Rs. 2800.
Even after all these, the customer service rep who called me to say Rs. 2000 is included, could have tried to soothe my feelings. Not that he was rude but he clearly wanted the conversation to end ASAP. Though I expressed my displeasure and said that they should have split the 2800 into 800+2000, he simply thanked me for the feedback and ended the call.
He could have said ‘Sorry’ (which works wonders, at least with me) and added a freebie, even something simple, like a Rs. 100 voucher or a ‘Free delivery’ for a week/month. Things like that. But none were offered.
I read in today’s Mint that the NPS score is getting better for Flipkart so this could be a one off instance.
I did end up giving a ‘Very Likely’ in their post delivery feedback. Rational part of brain took over.
And when I had to buy a ‘case’ for the iPhone, I promptly ordered it from Amazon (cheaper, free delivery etc.). Guess what I would have done had I had one of those offers (Rs. 100 voucher / Free delivery) from Flipkart?