Earphones and a Box of Chocolates

“You guys from Andhra Pradesh think life is like a movie”, one of my friend always taunts me.

I try to argue that it is actually the other way round, movies and novels are inspired by incidents in real life.
“Come on, you think all the script writers are so imaginative to conceive an entire plot on their own ?”, I keep asking but all I get is a silence and strong disapproval. A week back, I think I proved myself beyond doubt.

My Apple earphones choose the week before Diwali to stop working properly. At high volumes, the right earphone was producing a buzzing noise. Since I was aware that my ear is full of earwax, I asked one of my friend to test it. When he confirmed the presence of the buzz interrupting the music, I headed straight to forum to get it replaced; it had one year warranty.

“This is the second time I am facing this problem, what the hell is wrong with Apple earphones?”, I asked the service guy.

“Yes sir, there seem to be a problem with the apple ear phones. Today morning, a customer got his replaced for the fourth time”, he said causing my eyebrows to raise in surprise, I was under the impression that my rough usage was the reason or maybe everyone uses it roughly to get them replaced; Apple has the habit of making everything white which get soiled easily and a pure white replacement is lucrative; previously I got my white-turned-brown-earphones earphones having a similar problem replaced with pure white ones so this time I was not pissed off, in fact I was looking forward to lay my hands on ones.

“They will be ready in two working days, Sir”, he said handing me the Material Acceptance Form. I nodded and left the showroom.

Two working days later, which was actually 4 days because of the weekend, I walked in the showroom producing the form. After 10 minutes I was informed that the stock did not arrive yet.

“Please give us two more days, Sir”, said the service guy.

I was angry but because it was festive season, did not show it, it was the week of Diwali. I quietly left the showroom.

Two days later I was back with the form. I was made to wait 20 minutes and then,

“We are sorry sir. Apple had sent In-Ear earphones by mistake. We need three more days to send it back to Apple and get the correct piece”, said the service guy cautiously thinking that I might explode.

“It is ok. I will take them”, I said controlling my anger.

“Sorry sir but they cost Rs4000. We need to send them back”, he said.

With my fist clenched, I grabbed the form and left the show room. The moment I walked out of Forum, I had another idea. I ran back,

“Can I have a look at them?”, I asked.

“Sure Sir”, he said and came out with a pack of sparkling white earphones packed attractively in a white triangular case with a transparent lid. The earphones and the packing had Apple written all over it, I mean only Apple can make things so attractive. I immediately fell in love.

“I will pay the price difference and take it”, I said.

“Sorry Sir, that is not an option”, I was informed.

Highly disappointed, I left. The thought of purchasing them for Rs4000 was pulling me back.

“This is the time to listen to your mind not your heart”, I told myself and forced myself on a bus back.

Three days later, I called the showroom.

“They are not yet ready Sir”, I was informed.

I cut the call without another word. I could find no words to express my frustration. I sat in front of my laptop and composed a mail.

From: G Jayanth

To: Imagine

Subject: Horribe service

Hi,

I am utterly disappointed with the service provided at Imagine, forum. The iTouch earphones which I had given for replacement on 28th Oct, 2010 are not yet replaced. I was patient last week because it was festive season but asking me to wait till next Saturday is too much.
There was a mistake when Apple had sent the wrong earphone and I was prepared to pay the price difference and collect the In-Ear earphones but was declined and was
assured that I would get the correct ones on Tuesday (i.e yesterday).

In this competitive world, this kind of service is totally unacceptable and is very bad for Imagine too. I have already transferred my loyalty to Reliance. Collecting my replaced ear phones will be my last transaction with Imagine.

MAF: 10622

Regards,
Jayanth
(Author of Exotic Engineer Entrepreneur)

 

Within two hours, I got a call.

“Sir, your earphones are ready. Will you collect them today?”, asked a pleasant female voice.

“I will try to but am not sure if I can”, I said.

I was busy the whole day and couldn't go. The next day, I again got a call.

“Sir, I am calling from Imagine. Will you come today to collect your ear phones”, asked a male voice.

“I really am not sure. My schedule these days is a bit hectic”, I said importantly.

“Would you like us to courier it to your address?”, he asked.

“No. I will come sometime”, I said marveling at the impact the mail had.

Was it because of the signature? I have no idea.

The next day I got another call asking me the same. I politely declined wondering what was wrong.

It was the next day I had the chance to go. I had no idea I would be treated to a wonderful surprise.

I handed over the Material Acceptance Form and stood waiting as usual.

“Sir, you can have these. You do not need to pay anything extra”, said a guy dressed up in white coveralls and handed me the earphones I fell in love with.

I was speechless. I took it from his hand and could not take my eyes off it.

“Sir, here is a small token of apology from our side”, said the guy handing me a box to swiss chocolates.

I had the sudden impulse to burst out laughing but controlled myself. Instead, I put a whether-to-accept-or-nor face and just stood silently.

“Jayanth, take it”, both my mind and heart were screaming.

I took it.

“I hope you will visit us anytime you need something”, he said apologetically.

I had neither resources nor plans to buy anything from Apple but,

“Hmmm.. ok sure”, I said and took the box of chocolates. All I wanted to do was to get out of the store and laugh to my heart's content!

But there were formalities to be completed.

After giving them a rather dissatisfied kind of feedback and assuring them that next time I would rate them better, I literally ran out of the store and, out of amazement, elation, burst out laughing.

So people, remember customer is the King, one of the most important advantage a common man has in this competitive world! Use it wisely :-).