Thursday, February 18, 2010

Organisations take care of "their own people" only...

We all know how "Apple" brings the best products to the market and how they have changed the MP3 players market and the smartphone market. You can now watch live sports on you phone. I watched the Manchester United VS Inter Milan match on my phone in HQ.

I had an iPod shuffle and it stopped working few weeks back. I had been using it for around 2 years now.
So when I went to the Apple store in Cambridge and asked if they can repair it or I need to buy a new one? They looked into the problem and said "Why don't you buy a new one? New one will cost you £60 with 2 year warranty and repairing the old one will cost you £45 with 1 year warranty."
I thought it was not a bad deal and I bought a new one.
So these guys at the Apple store insisted that I should give them the old one and they can recycle it for me. Save the planet. Brilliant idea! They also said that they won't give me a paper receipt but would email me the receipt. Apple wants to save the planet & paper is made from trees. They want to save the planet,etc etc. Very very impressive.
But when you cross the apple store in the night, you find all the 15", 20", 30", computers switched on.

Photo 1 - All the iPods and iPhones are running a screen saver.
Well isn't that using power? Isn't that adding to the carbon foot print?

What I feel is that all the corporates act in the same way. Make rules, policies, guidelines which suit yourself & forget the customer. Promote what you want to and ask your customer to get involved in it, make him sign up for some promotion activity & then take a totally different stand when the customer is not there. Absolutely hypocrisy! No one actually cares about the planet.
Another incident with my colleague.
He's got an American Express card and gathered tons of points on it. He thought of converting it into British Airways miles and book tickets on BA for his family. Conversion of points done, booking of flight tickets done, booking of holiday done & everyone is happy.
But BA lost 4 tickets which someone else would have booked. It looked like BA made a loss of £2000 on this deal with American Express. My colleague gets a call the next day and BA said "We cannot honour your points, please talk to Amex".
Now he has a holiday booked but without any flights. All he wanted to do is have a nice relaxed holiday, and all he gets is pain in the wrong place. He has been calling Amex & BA everyday trying to sort the issue.
My question is "do the big organizations really care about "their people" (read customers) or are they bothered only about "their own people" (read share holders)?
We all know the answer don't we?


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