Reflective Essay: My Experience with an Air Conditioner Vendor

This reflective write-up details a personal experience of contacting an air conditioner vendor to purchase a 1.5-ton split air conditioner. The vendor was found through a classified advertisement in a local newspaper. Contact was made during business hours, and after a few attempts, a customer service executive answered the call and transferred it to the air conditioner department expert. The expert inquired about specific requirements and budget, then provided suggestions on various models, prices, features, and warranty periods. A showroom visit was suggested for purchase formalities. The 15-minute conversation provided satisfactory information, though the customer service was rated 7/10 due to a lack of transparency regarding installation costs and additional spares. While the executive was knowledgeable and fluent, the ambiguity around post-purchase service costs was a drawback.

This reflective write-up will emphasize on my personal experience of contacting an air
conditioner vendor for purchase of 1.5 ton split air conditioner.
To find out the vendor, I have gone through the classified advertisement of local newspaper
published in last week. The advertisement had provided name of the vendor with its contact
number and business hours along with the variety of products available with them. I have
contacted them during office hours of Last Tuesday through the number given in the
advertisement. The number was connected after third time of my effort. The customer service
executive had picked up my call and politely asked me about my query. When I have told him
about my query, he had transferred the call to the respective person looking after the air-
conditioner department. That expert of air conditioner department had asked me about my
specific requirement and then had asked me about my budget. After listening to my replies to
satisfy his query, he had expressed his suggestions to me. His expression was consisted of the
variety of machines, the price of those machines, the features and the expected life of those
machines with warranty period of those varieties covering different spare parts. Then he had
asked me to visit the vendor showroom for necessary formalities of purchase. This call was of 15
minutes duration through which I have gathered satisfactory information regarding my query to
purchase a new air conditioner.
In my opinion, I would rate the conversation with the customer service executive as satisfactory
with grade allocation of 7 out of 10. The reason behind not giving 10 for exceptional customer
service is that he had not expressed any hidden cost of this air conditioner purchase related to
cost of installation and allied requirement of other spares like pipes or stand. Although it was
asked, he had told not to worry and that amount would not be a big one. The duty of customer
service executive is to satisfy all queries related purchase of any gadget with total costs including
installation and not the cost of the machine only. The information provided by him was all
available in the net and he had not given me idea of those elements which were not mentioned in
the net regarding purchase of air conditioner.
Through this conversation, I have gathered information of different types of air conditioning
machines with their features and ex-showroom prices. This information had given me enough
knowledge which is relevant to my intended purchase. I had liked most the fluent approach of
the customer service executive which is empowered by his knowledge on the product.
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The approach which is least liked by me that he was not open regarding the costs of installation
along with the cost of necessary spares and the cost of delivering the gadget to my residence.
After asking him repeatedly about these issues, he was not able to express proper information
related to cost of post purchase service, which created ambiguity and non-prudence on his part.
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