Sarthak Shah

[Sarthak Shah @shahsrkk]

@amazonIN How to contact you? Seems like human support is completely removed.

[Sarthak Shah @shahsrkk]

@Airtel_Presence - I want to cancel my DTH and Wifi connection. Please help immediately.

[Sarthak Shah @shahsrkk]

In a QCom race - @letsblinkit is going to win over @ZeptoNow purely on service level. Blinkit is truly delivering on time and Zepto is always late.

[Sarthak Shah @shahsrkk]

Note: I am sure other Cx are facing same scenarios. If you can check cold supply chain process at stores and better the Cx experience and unit economics ;) - A proud Cx and investor

[Sarthak Shah @shahsrkk]

@albinder - Ordered ice cream for party at home. Delivery exec lost direction and delivered order in 27 mins. All items melted. Complained. While selecting items for return, app played KBC with me. Fastest finger first. Click submit button in 10 sec or reselect all items. (1/3)

[Sarthak Shah @shahsrkk]

Blinkit offered return and refund. Again wait for 10 mins and returned all.

Learning for business : Desi cold chain (Sheetal ice cream used for rural market penetration).
Invested three deliveries for one order: 120 Rs
Product wastage : 1400 Rs
Unit economics of one Cx. (3/3)

[Sarthak Shah @shahsrkk]

Cleared stage 1. Now Stage 2. Shoot video and send to verify. Verification done. Switch order request placed. Waited for another 15+ mins to get next order delivered. Voila. Again all items are melted. Followed the same process. Complain. KBC. Fastest finger first. (2/3)

[Sarthak Shah @shahsrkk]

@AmazonHelp Can’t wait. By the time I wait, the need of the product will be nullified.

[Sarthak Shah @shahsrkk]

Absolute rubbish service from @amazonIN - bought air conditioner with installation guarantee in 72 hours. Its been more than 96 hours and we (I and Amazon) are unable to reach the brand team/tell them to provide installation. Unbelievable from Amazon.

[Sarthak Shah @shahsrkk]

@AmazonHelp Certain time?? I was asked to wait for 5 days now? Who waits for that long? Why your brand is not responding? What on earth takes five days to solve? Are you really human on bot, I must question that.

[Sarthak Shah @shahsrkk]

@AmazonHelp You were bossing like social media team is the best team and ultimate team. Zero empathy and solution. Looked like they were hurried to disappoint another customer on another chat.

[Sarthak Shah @shahsrkk]

@AmazonHelp This time I did contact with social media team and response was ever worse than Cx team. Now I have to wait till friday (7th June) for installation. What KIND OF HARASSMENT IS THIS? each time I ask for solution your TAT gets increased by 2 days? Is this part of policy?

[Sarthak Shah @shahsrkk]

@AmazonHelp I pasted link in browser and all it does is open the amazon app. Not taking me anywhere. Any better way to connect?

[Sarthak Shah @shahsrkk]

@AmazonHelp No. The last link provided, I couldn’t see your reply in time. So link expired.

[Sarthak Shah @shahsrkk]

@AmazonHelp Please share the link again

[Sarthak Shah @shahsrkk]

@AmazonHelp Yes clicked on link. It took me to Amazon app where I had option of Chat with us and we chatted. Given the same assurance and will be solved by next Tuesday, was the commitment.

[Sarthak Shah @shahsrkk]

@AmazonHelp I have chnaged my account settings.

[Sarthak Shah @shahsrkk]

TAT gets increased if you escalate further.

[Sarthak Shah @shahsrkk]

I had three calls with Amazon support team.

Call - 1) Amazon team gave me two IVR numbers. Couldn’t reach brand on both numbers.
Call - 2) Amazon raise escalation and asked me to wait for 24 Hours for guaranteed resolution
Call - 3) Now Amazon asking me to wait for 48 Hours.