However, in recent times with Chinese stuff flooding Indian markets, I faced few problems. It started with Arrow, Vodafone and Reebok and then with Bata. Poor quality and no customer focus, forget about customer delight. The moment they get cash they forget about you. Terrible, I must say.
So todays' story is about my Samsonite Freelander Bag. About couple of years ago, bought one good bag which was cabin luggage size to save time while travelling. Paid approx Rs.4000 and forgot about it. Samsonite make great stuff. It has a 10 year warranty on it.
Then suddenly around Diwali of 2010 it started having problem. The two handles started peeling and darkening my palms when I handled the bag. So when I got time just walked into a Samsonite Store and told them about my problem. I was shocked to get a pleasant surprise. Every store staff was friendly and polite and told me to bring the bag to him soonest so I can enjoy the use of bag.
Finally, I landed up at the shop from where the bag was purchased few years ago however without any bills or warranty papers which are mandatory. The store staff one Mr Waghmare went beyond the Samsonite policy and told me, not to worry he will do his best, but try to get some evidence that you are the real purchaser to convince the Samsonite guys.
I just searched my gmail account and found the date of purchase to be 8th November, 2008
from my credit card bills. I communicated this to Samsonite pronto. Although normally they take about two weeks to fix the bag, in my case it was done in less than a weeks time. They actually called me to inform that bag is ready and feel free to collect when you are comfortable. Needless to mention without any charge.
I believe this is ultimate example of customer service in India. I have rarely come across such a good experience. I had chance to meet their Manager Mr Shantanu Shukl who was very professional with great customer focus.
