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Update: TaxiForSure has informed Medianama that their customer care head personally addressed the issues reported by Anand Ramachadran (@bigfatphoenix), and that the driver in question was removed from their system. Ramachandran also posted on his blog that TaxiForSure had called him and informed him that strict action would be taken against the driver.

The other TaxiForSure customer, Nandita Iyer (@saffrontrail), who had complained about a similar experience also tweeted that TaxiForSure had assured her that the complaint was being taken seriously and action would be taken. TaxiForSure told this publication that this issue has also been resolved.

Yesterday: As TaxiForSure gets set to launch its low-cost taxi service, it needs to look into what appears to be a disastrous consumer experience.

Earlier this month, a Bangalore-resident Anand Ramachandran (@bigfatphoenix) was apparently profusely abused and threatened by a TaxiForSure driver after he asked the driver to make a detour on the way to the airport.

As per the customer’s account of the incident, he seems to have provoked the driver’s outburst. However, the driver’s behaviour (even under provocation) was unacceptable in the service industry. He could have demanded an apology or even put the customer in touch with his supervisor and reported the incident, but we feel he crossed a line by threatening to kill the customer.

TaxiForSure SMS

What’s even more worrying is TaxiForSure’s response. The Bangalore-based cab booking service just sent an automated SMS that read: “Apologies for not living up to your expectations. We are continuously improving & will make sure we resolve the issue. We will get in touch shortly.”

This isn’t the first consumer complaint against TaxiForSure service either. A few days after this incident, another Bangalore resident Nandita Iyer (@saffrontrail) also complained about a TaxiForSure driver unhappy & cribbing about a supposed route change, when the fault was clearly the company’s for having mixed up the bookings.

 

 

 

 

The funniest part is TaxiForSure’s reply.

 

Not price, service is the difference

While online cab service providers are engaged in a price war by steadily reducing fare or introducing low-cost taxi services, an important thing these companies have to focus is on providing a good user experience to consumers, because that’s what will act as a differentiator once the discounts are taken off.

Since, TaxiForSure doesn’t directly employ the drivers that work for it, just like Olacabs & Uber, it becomes extremely important that the drivers are properly vetted before they are taken onboard.