Tuesday 9 February 2010

Infibeam Rocks.

Some of you who follow me on twitter might remember something I tweeted about on Feb 6th:

Crap. Bought the wrong book on Infibeam and there's no way to cancel after making payment. Worse, I already have this book x-( #fail

This is essentially what happens when you buy stuff on the Internet at 5am after not sleeping all night preparing for an exam. I selected the (wrong) book, paid for it using Paypal, and soon afterwards, realised that I wanted the second part of this book (Foundation Analysis). Checked their FAQ to find to my dismay that they don't support cancellation of orders after payment has been made.

Needless to say, I'm a student, and students are poor(er). So I was sitting around semi-depressed wondering how to sell the book off at a minimal cost loss after I get it. On a whim, I decided to tweet about it (I generally don't tweet much; mostly passive reading).

After giving my exam, I noticed two missed calls on my phone from a strange number. I decided to wait for them (whoever they were) to call me again. A couple of hours later, I get another phone call; but this time it gets cut before I can pick it up. A few minutes later I get the following email:

Dear Nirbheek Chauhan ,

Order Id : [REMOVED]

Title : [REMOVED BOOK TITLE]

We have received your request for cancellation of above order through twitter.com. So we are offering you your ordered amount as prepaid credit to your Infibeam account which can be used for next purchase.

Please allow us for the same. So we can credit your account accordingly.

We also tried to reach you through given no. [REMOVED MOBILE NO.], but could not get response.

Thank you for shopping with us! You can contact us anytime using http://www.infibeam.com/ContactUs.action


Sincerely,

Infibeam.com Customer Service
Fresh Way to Buy, Sell and Rent

My reaction -- :O :D :O :D

Yesterday evening, they cancelled my order and refunded the amount I had paid as prepaid-credit which I can now use to buy the other book that I wanted to buy!

I don't know about you, but I'm very impressed by their customer service. The fact that they took the initiative to monitor twitter for tweets mentioning "Infibeam" for any problems that users face is a strong indication that they aren't just some random E-Store. They have definitely made permanent customer out of me!

On a related note, I've found that their book prices are usually less than or equal to those on flipkart.com . Another reason to use them ;)

4 comments:

iaindb said...

A happy ending, sure, but wouldn't it have been easier for them and less stress for you if they just had a "cancel order" button in the first place?

nirbheek said...

@iaindb: Of course, but this post is about customer service; not website fail (which can have a separate rant) :)

K. Vijayender Reddy said...

yes they sure rock. Even i had my order canceled once. And the best part, the shipping is free even on total purchase price as low as 40.

Nirmala said...

yes yes yes they ship faster then any other website Infibeam customer service rocksssss