Before I share my ordeal, I must say something, which as a small start-up we believe and as a leader, I truly, passionately believe in: employee first, Customer second is good, but only when your employees are trained enough with solid integrity to keep their commitments, otherwise, well, your customer will truly be a second and will probably stay with you as long!
HCL is one company, which I always used to cherish since my early days of entrepreneurship and the professional career, as a home made global brand!
But today as I stand, cheated, frustrated and upon being bombarded with FALSE PROMISES by HCL, I must put across that being a so called BIG 5 billion dollar global brand DOES NOT mean that you don’t care a zilch about your smaller retail customers, who are the reason of you being where you are!
The Ordeal!
A few days back HCL gave a full page print AD in the News Paper about the fact that they were giving away prizes and an assured Philips Home Theater with a HCL Desktop. There were certain numbers mentioned in the newspaper.
I called one of them and asked if its true (just to be double sure of every *conditions apply) and I dropped the call and went to the nearest market “Nehru Place”. The first shop I found there, with a genuine, HCL Brand Logo, a fairly big board which said ONLY HCL, upon enquiry, the shopkeeper said, YES Sir, this is the last day of this deal, go and register your product online and you will get your gift.
And that’s what I did. I brought the system home, and well its been over 1 month and after absolutely crappy and false promises of a truly “CUSTOMER SECOND” (Mr. Vineet Nayar, you stand tall to your claim here, your employees truly believe CUSTOMER SECOND) service, today I stand as cheated.
After I received a message from HCL about 15 days after the promotion was over and I had the system at my place, I called up a number mentioned in that SMS and a certain Mr. Kashish from HCL HQ referred me to Mr. Rahul (who happens to be their Online Marketing Head).
HCL’s Online Marketing Head Says – Its not my department, I am not at office today, please send me an Email and I will connect you to the right person – But its not our responsibility to keep a check on all what is happening in the market
Mr. Rahul, as a comment to you – I am an entrepreneur and run a much smaller company in Size as compared to HCL, but well, all my team members are empowered enough to SERVICE our customers in every way. Absolutely every way! Period. We know how to take responsibilities and owe up to them!
Anyway, I sent an Email to Mr. Rahul on May 20th, today its over a month and NO REPLIES. I presume Mr. Online Marketing head is a little too busy facebooking than looking at his customers, and if he is one, well, I must believe, he should reply back to this post immediately (if his team is tracking HCL’s reputation online).
A few weeks back
A few weeks back I got a follow-up sales call from a sweet talking lady to whom I repeated the entire case, and she said, Sir, I personally will take up this matter with the management and make sure your gift gets delivered. I was relieved.
But HCL – being what they are (CUSTOMER SECOND, your’s truly), we treat you as second always and forever, well, it was again an empty, totally blank promise with no substance to it. NO action, NO follow-ups, NO nothing!
What happens today?
Mr. HCL if you dont know what is happening in the market and if you are NOT interested in knowing what is happening to your market and who is duping your customers where, well, you truly are a company worth never doing business with.
Mr. online marketing head – Rahul, you still don’t really know what customer service is about, its passion, it runs in your veins and when you are truly passionate about your organisation and its brand, well, Sir, you care, without conditions!
Do I want this gift?
Mr. HCL, go play with the gift at your home and listen to songs. If you want some, I have a fantastic collection, I would be happy to share 
