From Dr.
Manishankar Chakraborty (MSC) to Ms. Arpita Chakraborty Mittra,
Director-Customer Complaint (ACM)
Dear Ms. Aprita Chakraborty
Mittra,
What is the status of
your formalities pertaining to the case?
Reply from ACM to
MSC
Dear Mr Chakraborty,
Information has been
sent to the booking office to try and contact sender. So if you have their
contact, do share with the us, so that they can fill up the necessary papers
and initiate the refund.
From MSC to ACM
Dear Ms. Chakraborty Mittra,
Its ridiculous to say
the least! I am the sender myself, don't you check the records, before
mailing/communicating. Last time, you were confused about your name as well in
the same fashion!
You can contact Mr.
ML Chakraborty my father on 0381-********* or 9*********.
I would repeat my
request to send me the tax related details as had been our talk a couple
of days back, since no such details was given in the payment receipt and
especially when you mentioned to deduct the taxes. As a customer, I have the
right to know that and also why it was not part of billing receipt.
From ACM to MSC
Dear Mr Chakraborty,
Sorry for being
confused about you being the sender. Various communications had led me to
assume that you were residing in Dubai and shipment was sent from Agartala on
your behalf.
Booking rates are
given inclusive of all taxes for simplicity of rate structure. In any case, the
only tax in the transaction is the service tax set by and paid to the
Government of India @15%.
We will surely get in
touch with your father. Does he have the shipper copy of the Airwaybill? That
will be required for raising the refund claim.
From MSC to ACM
Dear Ms. Chakraborty Mittra,
All my emails
categorically mentioned that I am the sender and it was done by me while I was
in India. The records at your end also showed that.
The break-up of the
rate is not mentioned in the payment receipt provided by your Agartala office
and the regulatory requirements makes it essential to provide an itemized bill
to the consumer.
My father does not
have the shipper, its with me and I am sure you would not ask for that,
especially when your company have had enough goof-ups done till date.
Just to put on record
even after you have given the refund, I am approaching the consumer court for
the compensation, in addition to the harassment, I had to face, not to mention
the unethical approach and words meted out and expressed towards the customers
as well as the government
From ACM to MSC
Dear Mr Chakraborty,
Few facts on the
subject case:
1. It is not necessary
for us to give a breakup of charges. It is clearly mentioned on the airwaybill
that the rate is inclusive of service tax. However if anyone wants to know the
breakup, it is available in all the counters, or one simply needs to ask for
it. It's not a secret, that a service provider will charge service tax.
2. If the shipper copy
is not handed over to us along with refund request, the process cannot be
initiated.
3. In case the sender
is not willing to take the refund offered as the full and final settlement of
the case, then the refund will not be processed.
4. For delayed
delivery, DTDC, as the service provider owes back the charges collected for the
service only. We are not liable to compensate for any consequential losses
claimed.
Given the above facts and the email below, we
will be forced to withdraw our refund offer as you are not willing to accept the
offer. In case you change your mind, do let us know within next 2 working days,
post which the offer will be closed.
From MSC to ACM
Dear Ms. Chakraborty Mittra,
It seems you have
taken an arrogant stance since the outset, and only because you happen to be
the founder's family member, you are director of customer experience, as your
approach, language and covering up your/your company's wrong doings doesn't
match with your position, whatsoever! TO ANSWER YOUR FACTS, here we go-
(1) What do you mean
by it is available in the counter, then why did you print the receipt with
provisions for tariff (FSC and ST), Risk surcharge, service tax and then the
total amount (A+B+C), Why should the customer ask for all these when they are
mandatory information as per the laws of the land, or as you have abused
Indians and Indian Minister in one of your emails, do you also care a damn for
the Indian laws as well and think being a logistics behemoth you think you can
cover up?
(2)The shipper copy is
being attached with the email. Now let me say, that this incident was brought
to light by the customer, after the goof-up was made by your company. It was
the receiver who spent the money and time and followed-up and then, when facts
were provided your company realized the mistake! In spite of cooking up
stories, there were apology saying it is a "mistake" and then after a
long exchange of emails, you offered the refund, not on your own, till it was
clear beyond doubt its DTDC who have done it. The company could have done that
in the first mail itself rather than making verbal apology, saying they will
find the root cause, not to come back with an explanation, again, till the
customer pinched DTDC. It shows, even though you were caught on the wrong foot,
you were not ready to do the refund. Secondly, where does it say, that the
refund is to be paid devoid of taxes, especially,after the useless service is
of no use to the customer, especially after he met a loss of INR 35,000 and top
it up all sort of covering up approaches and arrogance by the DIRECTOR OF
CUSTOMER EXPERIENCE is being displayed. You are not doing a service by
refunding, you are trying to do a consolation. In fact the unconditional
apology the CMD made in his first mail and then disappeared from the scene by
handing over to her daughter, turns out to be conditional! Therein lies another
aspect on unethical business dealings by DTDC.
(3) No where, the
customer said he is not willing to take the refund, again this was your
hypothesis, like you did with your name, then with me being the customer. I
only said, I will approach the consumer court and if the court gives a verdict,
you are liable to pay, but from your response, it is evident you care a damn
for Indian laws, Indian judiciary, as you could have said let the law take its
course and we can defend too, but you have rather proactively said, DTDC is not
liable to pay! It shows your arrogance towards Indian Laws and Judiciary,
after Indian Citizens and Indian Ministers. No worries, every single
communication is recorded till date. The slip has also been attached, for the
refund process.
How can you fix the
deadline as next two working days, especially when the fiasco was caught by the
customer when your company was sleeping after doing what no logistics player
does intentionally, and when it was the customer who initiated you to talk
about the refund, and also it happened to be the customer as well who initiated
the process of the status of the completion of inquiry today? HAS YOUR COMPANY
PROACTIVELY SENT ANY MAIL OR MADE ANY CALLS DEVOID OF THE CUSTOMER WAKING YOU
UP FROM YOUR DEEP INTENTIONAL SLUMBER AFTER COMMITTING BLUNDERS ONE AFTER THE
OTHER?
I am telling you yet
again, you refund me the amount along with the answers of the queries posed, I
shall still knock the doors of law for compensation and let me see whether, its
the arrogance of a company like you, who care a damn for customers, citizens
and Indian politicians,Indian law prevails, or it is the right of the customer,
especially when the company is involved in such a humongous misdeed and is
trying to cover up initially through stories and later on through arrogance. No
wonder there are so many pending complaints on DTDC in the web, but, I am not
going to add up to that list and see that the issue meets the logical end at
the earliest.
Please ask your
company executives to call my father and proceed there, so as to avoid not
finding him and then starting the whole episode like this one, yet again.
From MSC to ACM
Dear Ms. Chakraborty Mittra,
Another piece of
evidence of your company defaulting last time on Standard Operating Procedure
(see attachment) when a receiver is not available at home was done today,
hopefully the delivery will be done this time, on time, i.e. today itself!
Also note the tracking
details this time in your website (see attachment) and compare with the last
time, can you see how DTDC goofed up big time, last time? Fortunately no
"father" this time round!
Can you now believe
the amount of goof-up done last time round and on the top of it you being the
DIRECTOR OF CUSTOMER COMPLAINT display arrogant attitude, malign Indians,
Indian Customers and Indian Ministers? Indeed Shame on such Company Promoters!
From ACM to MSC
Dear Mr Chakraborty,
There has been a delayed
delivery of the subject shipment & lack of information to that effect
passed on to you. We have accepted our fault & for this service failure, we
have tendered our apology & offered to refund the charges taken for the service.
Our Chairman himself has apologised to you. But all our efforts are being taken
for granted & you choose to continue to make personal remarks & drag
the matter beyond any logical solution.
FYI: The phone number given
in your email had been contacted earlier today & we were told that the
shipper copy is not to be found & he will inform if he finds it.
You have clearly stated
your intent to seek compensation beyond the refund of service charges. Ideally
in that case it does not qualify for any refund at all. If any goods/service is
procured & then return/refund is sought, the receipt (in this case Airway
bill copy) has to be presented & after receiving the refund of the charges,
there cannot be any further claim on the same. Since you are unwilling to take
the refund offered, as full and final settlement, the offer stands null &
void. I have only offered to give 2 extra days in case you change your mind.
Now, if there is no other
change in the decision stated in your email below, I have nothing new to respond
to. Hence this will be the last communication from my end on the subject
From MSC to ACM
Dear Ms. Chakraborty
Mittra,
How did it reach in
two days today when it did not last time round? What about service delivery
process, standardization of services when you are the so called leaders in
India? It could have been one day more last time, not so many days, so you get
me what I mean? The monumental error DTDC did to me so that I have to bear a
loss of INR 35,000 and then your communication and attitude is what I have to
accept? No way!
From MSC to ACM
Dear Ms. Chakraborty Mittra,
Where did I say I
changed my mind? It is clearly written that I want the refund that's why I sent
you the receipt through email sometime back!
Why are you now
twisting my statements like you did with your name and me being the sender? Do
you mean to say, I cannot approach the consumer court even if you pay me the
refund? Is that what you are trying to say? Please make your statement clear,
as I HAD SAID AND I AM CLEARLY SAYING EVEN NOW I WANT THE REFUND AS I DID IN MY
LAST EMAIL! THAT IS THE REASON I SENT YOU THE RECEIPT!
You did not answer my
queries on the billing related information, as a customer, I am supposed to
know that and I have the right as well to know that!
From MSC to ACM
Dear Ms. Chakraborty Mittra,
Where did I say I
changed my mind? It is clearly written that I want the refund that's why I sent
you the receipt through email sometime back!
Why are you now
twisting my statements like you did with your name and me being the sender? Do
you mean to say, I cannot approach the consumer court even if you pay me the
refund? Is that what you are trying to say? Please make your statement clear,
as I HAD SAID AND I AM CLEARLY SAYING EVEN NOW I WANT THE REFUND AS I DID IN MY
LAST EMAIL! THAT IS THE REASON I SENT YOU THE RECEIPT!
You did not answer my
queries on the billing related information, as a customer, I am supposed
to know that and I have the right as well to know that!
From MSC to ACM
Dear Ms. Chakraborty
Mittra,
Now after bearing all
the nuisance of your company, tantrum of yours as so called DIRECTOR OF
CUSTOMER COMPLAINT and after sending you the receipt as well, and even after
DTDC contacted my father, if the refund is not paid, that would be the perfect
finishing to the episode of how DTDC fakes up everything through words, forget
about the punchline of the company as "Delivering Value", they only
know how to "Undervalue Customer, Undervalue Countrymen, Undervalue
Ministers"! These are not personal issues, these have been your
statements, your company's actions and these are all on record.
I will just wait and
watch when you finish the refund!!!!
From MSC to ACM (Sent Twice)
Dear Ms. Chakraborty
Mittra,
Now after bearing all
the nuisance of your company, tantrum of yours as so called DIRECTOR OF
CUSTOMER COMPLAINT and after sending you the receipt as well, and even after
DTDC contacted my father, if the refund is not paid, that would be the perfect
finishing to the episode of how DTDC fakes up everything through words, forget
about the punchline of the company as "Delivering Value", they only
know how to "Undervalue Customer, Undervalue Countrymen, Undervalue
Ministers"! These are not personal issues, these have been your
statements, your company's actions and these are all on record.
I will just wait and
watch when you finish the refund!!!!
From ACM to MSC
Dear Mr Chakraborty,
As per your confirmation and acceptance of the refund as a
settlement to the subject case, we will process the same.
Kindly share your bank details where
we could transfer the amount.
From MSC to ACM
Dear Ms. Chakraborty
Mittra,
You can credit it in
ICICI Bank Account Number- ****************** of Manishankar Chakraborty,
Nagpur, Maharashtra,
India. Please send a confirmation once its done.
Mail from Senior
Manager-Claims and CFC to Dr. Manishankar Chakraborty
Dear Dr. Chakraborty,
Greetings from DTDC
In line with your discussions had with our Director Customer
Experience; Ms. Arpita C Mittra, we had arranged a NEFT today as per the given
Bank account details
*************************************
We request your confirmation of receipt of Rs.110/- towards full
& a final settlement for consignment no. K89474961 booked on 13-08-2016 from Agartala to Kolkata.
We once again would like to assure that at DTDC we care for our
customers & requesting your continued patronage at all times.
Thanks & Regards,
Sujith S
Senior Manager – Clams
& CFC
Reply from Dr.
Manishankar Chakraborty to Mr. Sujith of DTDC
Dear Mr. Sujith,
Greetings!
Thanks for the email.
I just checked the
account, its yet to be credited.
Furthermore, I want to
add that its a refund of the service charges, as the service was not delivered
as per the assurance, which included many issues as well. The loss was
therefore huge and the same has not been compensated by your company as the
director refused saying, "DTDC is not liable to pay the damages" that
has happened due to the company.
As, I have mentioned
in my emails earlier, full and final settlement includes the compensation too
and therefore, as per my earlier emails, I shall proceed accordingly, with all
the evidences I have gathered from day one.
Kind Regards,
Dr. Manishankar Chakraborty
Mail from Dr. Manishankar to Mr. Sujith
Dear Mr. Sujith,
Please refer to the
email sent to your director-complaints which details the account related
details and please check whether you have credited in the same account or not.
Mail from Mr. Sujith to Dr. Manishankar Chakraborty
Dear Dr. Chakraborty,
Greetings from DTDC
We
have transferred to this given bank account details only, cross checked with
our Finance team too. Request you to recheck once again - it might have
credited to your account by late evening yesterday or early morning hours of
today (30th Aug-16).
Kindly
reply to this confirmation of receipt.
Thanks
& Regards,
Sujith S
Senior
Manager – Claims & CFC
Reply from Dr. Manishankar Chakraborty
Dear Mr. Sujith,
Yes, it has been
done.
Regards,
Dr. Manishankar Chakraborty
