Why customer service is so broken

Why read this story?

Editor's note: It took Harish Kanchan six years, eight lakh rupees and the might of an online forum to not set his car ablaze. Turning his sedan into toast would have been an act of desperation for the tenacious businessman, who’d managed to bring an automobile manufacturer to its knees. But even the best fighters get desperate. If at all he was to lose, Harish thought, he wouldn’t go down quietly. There should never have been a fight in the first place. Harish, who was driving from Mumbai to Nashik 11 years ago, had met with an accident. He was lucky to survive and lucky that the only repairs his car needed were for its undercarriage. But the authorized service centre back home in Mumbai took an excessive amount of time to do the job: first, two weeks, then a month, then 45 days. Harish’s gut told him something was amiss, and it was right, as most gut feelings are. Nearly everything, from the car battery and steering rack to the tie rod and brake disc, had been replaced with rusted counterparts …