[Resolved]  Seventymm — Inappropriate disclosure of Information while selling the services, Extremely incompetent customer services and operations team

To,

Mr. Raghav Kher,
Founder, Chief Executive Officer and Director,
Seventymm Services Pvt Ltd,
Bangalore

Subject: Unresolved concerns against Seventymm, Delhi.

Dear Sir,

Greetings of the day! This letter is with reference to the serious unresolved grievances I am facing as a customer. My account number is ‘159233’ which is registered in the name of my father, Mr. Anil Sood.

I’m writing this letter to you as Seventymm – Delhi team is unable to resolve these concerns. I have faced several problems where the Customer Care representatives assured me that they will arrange a call back from the Department Head while they do not put the same in their call logs.

Following are the problems which I have been facing with Seventymm:

1. Incomplete disclosure of information: At the time of signing up of this account, I was told that I could request for movie deliveries as per my convenience. However, when I faced delivery related problems, I was told that it’s up to the delivery department to decide the delivery schedule.

2. Miscommunication by Customer Care representatives: There have been a few incidents wherein the Customer Services representatives have been very co-operative on their face value, but completely ignorant after a customer disconnects the call. They are as follows:

A. May 25th, 2009 – During a pick-up on this date, I was not at home. I received a call from Seventymm that the pick-up boy was outside my home. I informed the rep to send the delivery boy between 9 AM – 5:30 PM on May 27th, 2009. He acknowledged the same and assured me that the movie will be picked up on May 27 in this slot. On May 27th, I called up the customer care again and confirmed the pickup of movies from my residence. I was given the same assurance. However, the movies were not picked up on that day. On May 30th, 2009, I called up the customer care to enquire about the reason for non pick-up. Surprisingly, I was told that the customer services representatives are not authorized to confirm delivery schedules and the second representative apologized for the inconvenience caused. I told him that I wanted to speak a Senior Personnel in Seventymm since the explanation sought was totally unsatisfactory. The rep told me that it’s technically not possible to transfer inter-department call and he would arrange a call back for me. I did not receive a call from any Senior Personnel in Seventymm.

B. June 27th, 2009: I received a MISSED call from Seventymm delivery boy. When I called him back, he told me that there was nobody at my residence when he came to deliver the movie. I confronted him on this since I was at home with my parents. He became very defensive and started arguing over this. I asked him to deliver the movie again and he said he can’t climb stairs to the 3rd floor. I’ll have to come down and collect the movie from him. When I questioned him on this, he told me that I can call anybody in Seventymm and tell him that the delivery boy has refused to deliver the movie to me.

I called up the customer care and spoke to Gurjeet. I explained him the complete situation and following were his responses:
 Call can’t be transferred. Technically not possible.
 The delivery boy can’t deliver the CD again on the same day, even if he’s at fault.
 I should do as the delivery boy says with respect to collecting the movie from him.
 Complaint noted down. A call back from Delivery department head to be arranged.

I called up the customer services again after 15 minutes and spoke to Nagesh. Nagesh confirmed that Gurjeet did not note down anything about a call back for me. Nagesh also confirmed that a call transfer is possible and transferred my call to his supervisor, Jagdeep. Jagdeep was very supportive but he could only provide me an assurance that he would act upon the complaint. Thus, I asked him to cancel my account immediately

Please note that such type of behavior from your team is not acceptable and the services provided completely defy the purpose of enjoying movies over a weekend. Please note that I’m not the only one who’s facing this problem. You may read the reviews posted on MouthShut.com or visit the below hyperlink to read the reviews about Seventymm services:

http://www.mouthshut.com/product-reviews/Seventymm.com[protected].html

Further, I have only received apologies from your Delhi Customer Care team with no resolutions. Therefore, I would request you to kindly look into the same.

Regards,

Sameer Sood
A/C – 159233