How TaxiForSure Wasted My Money, Time & Trust

*Updated with the call from TFS team at the bottom of the post.

Time: 6th November 2014
Location: New Delhi, South
Reason for cab booking: Take my father to a Doctor in East Delhi

I downloaded the TFS app after Ola Cabs failed to send me the ‘verification code or call’ as they promised.

The app showed me the closest cab available from my location was about 30 minutes away and it gave me an option to book a pick-up in 1 hour.

I quickly topped up my wallet for INR 500 and went ahead with the booking. Everything went fine till the app forced me to choose 9:15AM and not 9:00AM as my booking time. I was okay with that.

After I entered the drop, the app gave me a “Big SORRY” and a pop-up on my screen said, our customer care will call you (the call which never came and I had to go through a completely f*cked up experience with their call center).

The Harrowing experience begins:

I call up the customer care. The lady picked up the phone and said the next available cab is at 10:00AM (the app showed 9:15AM).

After I said, I want my money back as your app is at fault, she handed over the phone to some smart ass Mr. S Kartik (team leader).

The smarty pants Mr. Kartik is by far one of the worst cust. service reps I have interacted with.

Conversation:
Me: I am your customer, listen to me
K: Sir, if you won’t listen to me, this problem will never be solved
Me: Your app showed me the wrong time and hence I paid the money, I want it back
K: The higher teams can do that, we can’t. The next available cab is at 10:00AM only
Me: Why should I keep calling you, you connect me to yoru ‘higher teams’
K: When its our fault, we reach out. When its not, you have to reach out
Me: Thanks for your time gentleman, God Bless You

A word for the founder

Hi Radhakrishna, I am an entrepreneur myself. And I get one things straight : its not about the frills that you give me, its about the basic promises that you fulfill. Yes you could still raise multi-million dollars, there’s a lot of money right now in strangely loss making businesses (the Great India story).

I would simply and humbly like my transaction of INR 500 (done via a credit card) to be reversed. It was absolutely a ‘broken experience’ doing business with you.

I hope TFS is in the business of creating incredible experiences for customers and not just a valuation game and a big exit. That won’t tin you trust, it might still bloat-up your bank account.

Update:

I just got a call from Roopam, the conversation was simple and easy.

Me: I have nothing against you. All that I want you to do is to keep up your commitment.
If you can add this to your process: when someone calls you, ask him: how urgent is the cab requirement. If its about going to a doctor/ urgent flight etc. empower your agents to take a call and over-ride the system. The agent should reach out to all possible cab operators around my location and get one arranged.
Roopam: I will share this with the relevant teams and may be make it happen.
Roopam: If you want, we can remit the amount back and the next ride is on us.
Me: Don’t worry, I don’t need the free ride. I will keep my wallet with you and see how it works out the next time.

Done.