Saturday, January 05, 2019

My struggle with Dominos - again

I did not learn any lession from my earlier experience

Let us see how frustrating is it to get a duplicate invoice from Dominos. Question - is Dominos fudging its records to avoid Tax.
I ordered a lot of pizzas for my kids party. It was a bulk order placed on phone and the payment was by cash.
I called back the next day to get a duplicate invoice, which i can use for corporate reimbursements - my organization has this policy and I still had some budget pending. I was told that Dominos cannot generate a duplicate invoice on the next day. So, i raised a support ticket at with an email to .I was given a reference no 7897434. And i got a call where i was connected to the restaurant to get the invoice. The restaurant again denied giving a invoice. And my call was disconnected.

This was my first call.

My second call went like this:
Dominos - Would you like to place an order.
Me - I have a concern for which the ticket no is 7897434.
Dominos - Can i get your phone no ?
Dominos - Order no
Me - 33
Dominos - Sir, when was the order placed
Me - XX-XX-2018
Dominos - Sir, we can generate duplicate invoice for orders placed on that day only.
Me - But, i need the invoice.
Dominos - Sir, but we do not have it.
Me - Connect me to your manager
Dominos - Connects me to the restaurant. The manager Mr Anil from park plaza restaurant, indirapuram comes on the phone.
Anil - Sir, we can give you an invoice on an A4 sheet paper - come any time in afternoon & collect it from Mr. Gyan in the restaurant.
Me - Great.

Next day, I went to the restaurant to collect the invoice.
And i see Mr. Gyan - who again refuses to generate the invoice. I ask him to call Mr Anil, and Mr Gyan is reluctant to do so. Maybe he was thinking about his appraisal. BTW, I call up dominos at 1860-210-0000 and it was at this time the ordeal got rougher.

3rd call
Dominos - Would you like to place an order.
Me - I have a concern for which the ticket no is 7897434.
Dominos - Can i get your phone no ?
Dominos - Order no
Me - 33
Dominos - Sir, when was the order placed
Me - XX-XX-2018
Dominos - Let me put you on hold while I connect you to the restaurant
Me - I am standing at the restaurant.
Dominos - Sir, let me connect you to the restaurant. [It seems the guy has hearing or understanding problems]

While i wait for the "tune" and they connect me to the restaurant, my mind starts thinking...

Why do i have to keep repeating my complete history everytime i call. Dont they have a CRM? Where they know what is happening with their customer. What f***ed up organization runs their IT. I looked it up later and it seems they do not have a face for their technology team. I can see a Mr Anand Thakur. Maybe he should think about having a CRM
The phone behind me Rings. The lady at the phone picks up. While I am standing just behind her - she talks to me on the phone. When I tell her, that she is talking to me - she disconnects. And i am again redirected to Mr. Gyan to get my invoice. Mr Gyan again denies from generating the invoice. My brain is now on fire. A very simple task as to generating a duplicate invoice is such a hassle for Dominos. Why cant they generate duplicate invoice ?

4th call
I again call up their central help-desk no. Again play the 10 stupid questions game.

In the mean time i somehow convince the "Appraisal Man" - Mr Gyan to call up his Boss.
Reluctantly Mr Gyan calls up his manager Mr Anil - who is not available. He is enjoying his holiday without giving any instructions regarding his promise to a customer.That is how little these guys think about a customer.

Somehow the 10 questions get over and I ask for the supervisor. Now comes this super busy lady Ms Upmeet. She is also unable to connect to the Manager Mr Anil. It seems the manager Mr Anil, purposely gave me an afternoon slot for a visit to the restaurant. He would get his portion of sick pleasure to see a customer bang his head while he sleeps at home. Mr Upmeet connects to the restaurant and talks to someone about giving me the invoice and then abruptly disconnects.

5th call
Thanks to jio, we now have unlimited talk time at very cheap rates.
Mr Gyan is conveniently ignoring me.
As soon as the call is picked up - i ask for Ms Upmeet. But Ms Upmeet  [I will call her Ms Busy] has moved into a meeting.
I again play the 10 stupid questions game - [ Mr Anand Thakur - I will help you to get a CRM for free - i think ]
Just then the shift manager Mr Pankaj arrives. He somehow convinces Mr Gyan [ who is still ignoring me ]  to copy paste the order on an A4 sheet and give me a hand made invoice.
The game of 10 questions is now over and the call is again disconnected.

6th call
I again thank Jio and make my 6th call.
Mr pankaj [My saviour] has finally been able to create a hand made invoice with his sign and company stamp. I think this should work.
The call is again picked up by someone - and I ask for Ms Busy.
Me - I want to talk to Ms Busy
Dominos  - Sir, can i know your concern.
Me - This is my 6th call - I have played your game 6 times now. I cannot play anymore. I was talking to Ms Busy, and the call got disconnected.
Dominos - Sir, let me check with Ms Busy.
Me - okay
Dominos - Sir, Ms Busy has moved into a meeting and will not be able to attend the call.
I know Madam Umeet that you saw a frustrated customer and ran into a meeting to avoid talking to the customer.
Dominos,if you have such managers who are either unavailable or hiding from customers, your organization life span is very short.
Dominos - Sir, I will arrange a callback from Ms Busy.
Me - I know that I will not be getting the call. Ms Busy has fled the battle of words.
I thank Mr Pankaj for the handmade invoice and return.

All this for generating a duplicate invoice.
My afterthought is that If I order online, my invoice is emailed, smsed to me - since I am making the payment online. The question here is whether Dominos stops generating invoice for cash orders - that will help them avoid tax on cash transactios.
Food for thought for all of us who still make cash transactions.

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