Customer Care - Drives Business

It is nearly a year now since i have landed in UK. I am staying my colleagues here. One thing that I am more impressed over here than in India is the customer care.
We use microwave oven for cooking. We bought the same form a shop called ASDA. Oven working fine for 6 months and all of a sudden one day it stopped working. We don’t know what to do. We don’t have a guarantee card or bill for it. But we decided to take the Microwave oven to shop and we did the same. We informed the person in the counter that the Microwave is not working and said her that we bought the same from ASDA 6 months back. She verified the barcode on the side of the oven and without any hesitation she accepted it and gave us on new oven. This has improved my opinion on the shop and also made me to think that the shopping that I do in this shop is really secure.
Experience opposite to this happened when I was in Thiruvendipuram on my vacation. My brother has sent a courier through DTDC from Bangalore to Thiruvendipuram. He posted it on a Saturday and it hasn’t reached me till Tuesday. Generally when a courier is posted it reaches the destination in 2 days time. Since I waited for 3 business days now, I tried to find the contact number for DTDC courier. I am able to find the number of DTDC courier in Villupuram (Villipuram is some 50 miles from Cuddlore). By contacting the Courier in Villipuram, I got the number of the DTDC office in Cuddalore and I was informed by the person that courier wont be dispatched to Thiruvendipuram and I need to come to Cuddalore DTDC office to collect my courier. Next day morning around 9 AM I went to the DTDC office in cuddalore. But I was informed by the person in the cuddalore office that my courier is dispatched and should be receiving it my home by 1 PM. I waited till 2 PM. But it hasn’t reached me. When I contacted the cuddalore DTDC office again, they said they are not able to find my home and I need to come to Cuddalore office again to collect the courier. I started for my 30 minutes journey again and at last I got it.

But that worst part is that, it is 5 days since the courier is posted and I need to travel to cuddalore office twice. Also I need to mention the way in which the manager in DTDC office in cuddalore has responded to my courier. There is no excuse for the delay and for unwanted travel. In an industry in which customers are the most important people, they should be given due respect for helping the business to run. This is what I felt for my purchase I done in ASDA. I have no problems in doing another purchase in this shop again.