The way Just Dial works, does not work…

This is how Just Dial works. And it does not work for its paid customers. It may be working for free listers. But moolah will keep coming only if it mends its way of working.

1) I posted a complaint on 14th June 2013 on its FB Page. Somebody responded in about half an hour saying “Please share your contact number with us. Our team will get in touch with you shortly to address the issue.” Today it has been more than 2 MONTHS, somebody is still working on it?

2) For free listings, JustDial may be a good option, (even though a lot of entries are junk and with wrong numbers), but for paid listings, I am finding that  JustDial is a waste of money and peace of mind.

We have registered for a paid National Listing for some Business Categories. But, this is how they are treating our paid listing :

a) On justdial.com, in many cities/towns our listing comes AFTER all the free listings in that city/town. But while in response to a phone query, our name is given along with other paid listers. There is a clear discrepancy in their logic for phone query and web query, but nobody at  JustDial is ready to listen. There appears a stubborn rigidity on the part of the decision makers at JustDial who are not able to see the obvious anomaly in their own product. Any sensible businessperson will agree that this is a wrong logic, but the honchos at JustDial prefer to differ.

b) In some cities our name is not shown (we have paid for National listing, which means all cities are included.)

c) At the time of booking, the sales person took an advance payment of 3-months of Down Payment and a mandate for ECS. He said, the ECS will start after 2 months and the third month amount will be adjusted against last month charges, when you terminate the contract. Contrary to his promise, ECS started in the very next month and that, too, in one month, JustDial deducted TWO installments. On seeking clarification of such random actions, I was communicated by JustDial that only ONE month payment is adjusted against your Down Payment and now, 2 months will be adjusted against your last 2 months. In short, within about 50 days, they collected 5 months of advance payment.

d) All the promises made verbally by the sales representative are not reflected in the contract. Even the contract is silent on Termination terms. On asked a query about the same, mumbai@justdial.com is yet to revert.

3) JustDial does not have any transparent customer accounting practice by which the customer knows when his contract starts, when it ends, when DP is adjusted and when ECS will start or stop. At least in my case, they have failed to come up with ledger or any such document with complete details, adding doubts about their system. They send various intimations in short SMSs or Emails and try to get away with the mandatory process requirements. But these “bits and pieces” practices are surely unfriendly to the customer because they leave him completely in the dark about the exact status of this contract with JustDial. Moreover, in the absence of any sensible person on the other hand, dealing with amateur customer care people really wastes a lot of talk time and and energy. If we ask anything about the accounting to these customer care people, they direct us to write to mumbai@justdial.com, the readers of which take weeks to respond with stock answers and then conclude that “the complaint is resolved….”.

4) A lot of promises that the sales people make are all verbal. I am still in dark about how many cities I am registered. Even though I was promised that my registration is valid for all Indian cities/towns listed in JustDial database, what I am discovering is that my name does not reflect in some of the cities, where in other cities for the same business keywords it does.

5) We have met 3 sales representatives from JustDial and each of them has quoted different rates for similar new listings. One of them remarked “June ke IPO ke baad hamare upar target ka bahot bada pressure hai. Hum sab ko target diya gaya hai…Kaise bhi sell karo…

6) When somebody inquires about our service, and after they give our info to the caller, JustDial sends us the caller’s info. Sometimes the same info is repeated 4 to 5 times, with the same caller details. They have not been able to develop a simple software to ensure non-duplicate leads going to a customer in a span of 4-5 minutes. In the business of information selling, they must have enough talent to catch such simple gaffes, but they come out with silly explanation “The customer has inquired 5 times, and hence 5 SMSs and Emails are sent to you…” I think Customer Care people as JustDial think that all their paid customers are dumbos and they will buy into any story they choose to tell them.

7) The Customer Support at JustDial is very bad. They take a lot of time to understand the problem. For all of the above concerns, we have contacted them umpteen number of times, but some ill-informed juniors on the Customer Care line respond with recorded feedback, which does not make any sense. Writing emails to mumbai@justdial.com also results in some feedback only after 2-3 weeks with some illogical and unsatisfactory replies and a prompt SMS saying “Your complaint has been resolved.” Writing some stock lines in reply has become a way of ‘resolving’ customer complaints at JustDial.

Honestly, it has been a huge disappointment and harassment after registering with JustDial. Nobody seems to care there.

It may be a good free telephone directory,  for finding some restaurant or courier numbers, but if you hope for some serious business leads, JustDial just does not measure up… They have a very long way to go. The first step may be to listen to the customers who pay them. Second may be in investing some really sensible marketing team, who can understand the mindless anomalies in their own products. Till then, it is not just  JustDial.

I am a well-wisher of JustDial.  I have put faith in its services, but the sloppy execution model of JustDial is utterly disappointing. Before it erodes the value created by the brand, I hope the top minds at JustDial will pay heed before it is too late.

Author: Sanjay Shah

Sanjay is the author of "Business Management Simplified" which provides Practical, Actionable Solutions for Entrepreneurs. It is an all-in-one guidebook to start, run and grow a small and mid-size business to the next level. He is also an SME Business Coach, Seminar Leader and Motivational/Keynote speaker, Sanjay is based in Mumbai (India). He advises many businesses on Strategy, Leadership, Marketing, Branding, Customer Experience Management and Organization Development. He conducts various self-help seminars and workshops for companies and groups in English, Hindi and Gujarati. For more info, visit : www.SanjayShahSeminar.com

7 thoughts on “The way Just Dial works, does not work…”

  1. I have registered with just dial ltd for lead generation of my web development business in Hyderabad. I paid 3 months in advance and also they took ECS mandate from me to deuct Rs.2300 every month from my bank account. Afterthat, they started sending some leads to my mobile and email. I noticed that the leads sent by them are totally false, irrelevant and fake. none of them are genuine and I realised that I made a mistake. After seeing for 6 months I realised that they are cheating me with wrong leads. I asked them to discontinue my registration and stop the ECS deduction. They continue to deduct my money even after asking for discontinuing. When called their customer care department, they speak some irrelevant things and try to divert your discussion. Finally they say that they will continue to deduct for 9 months because it is there in the agreement. I said when i am not getting any service from you and requested for delisting my business with Justdial, what right do they have to take money from me simply without giving any product or service in return to me. I am now totally convinced that these people are cheaters and liers. My advice to anyone is not to go to them for any reason except you have lots of money to give to these beggars. Please do not trust those people at all and someone from the government may look into the matter and control such fraudulent people. Otherwise, everyone will think that they can also cheat people like justdial.

    1. I am happy that you changed your mind.
      It will save you some money and peace of mind.
      Please spend your money on really effective promotion options.
      Just Dial is not worth it.

  2. Thanks for the post. I had finalised an annual package with them & just about to pay. I have cancelled the deal after seeing your post.

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