Tuesday, January 27, 2015

Cox & Kings Global Services fails to deliver service in time

We decided to visit India to meet family and friends and to participate some end of life functions. CKGS dragged their feet and could not visit India in time. The following note was prepared during that time. We finally visited India missing a funeral due to the delay and I am compelled to write. Here are soem notes prepared during that time.

Consular Services are very important for fostering international understanding and improving tourism; cultural exchanges etc. I am not sure CKGS can provide adequate services to its clients. The CKGs Global services have offices in several regional centers in USA and my complaint is with the San Francisco office. CKGS offices are in two places for the San Francisco Consulate, one in San Francisco and one in Mumbai India. The call center in India is the gateway as clients have no direct telephone access to the San Francisco office.

The problems with this call center:
1. The Clients do not have direct access to San Francisco Call Center

2. Slow and unresponsive Phones at the Mumbai office

3. Negiligent staff at the Mumbai Call Center

The two call center numbers (516-206-1483  and 646-589-0088) are both redirected to India and they are extremely slow. The shortest I have waited is like 45 minutes and the longest has been over 3 hrs. Also, only one of the two numbers respond most of the times.

The problem is that the Call Center has lost documents and claiming that the documents were missing from the original application. The Mumbai call center mentioned missing document was the photocopy of Resident Alien Registration (11/7/2014). This has been sent three times beginning Nov 9 (the original application was made on Oct 30, 2014) to November 19. All the three have been received, but never acknowledged.

After a final complaint at the CKGS website, they decided to locate the document and we were told that the documents were found (or received) on November 21. Telephone call to CKGS in Mumbai today (11/24/3014) again did not provide a clear answer about the status of the visa. It appears it is still in CKGS San Francisco and has not been sent to the Consulate as of the time the call was made.
Thinking that it does not take 30 days to get the visa we made travel arrangement to leave Honolulu on the 26th of November and due to the negiligence of CKGS we had to cancel,

Trip from HNL to Tokyo Narita
Hotel stay at Narita
Flight from Narita to Delhi
Hotel stay at Delhi
Delhi to Bengaluru
Plus the cancellations for the return journey.

This has resulted in considerable financial loss and consequent hardship and we mainly place the blame on the Mumbai Office for not attending to the emails.

I have attached my emails to CKGS to the email address, enquiriesusa@ckgs.com. It is extremely difficult to get any positive information from the call center in Mumbai.

Good luck to Mr.Modi relying on such a flaky organization to provide services needed for improving tourism etc.

Here is a copy of an email sent to CKGS during the course of this agonizing transaction with them:


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