Apropos Debashis Basu’s piece “Know your customers - if they are yours!” (November 7), customer or consumer service in India leaves a lot to be desired. Take, for instance, errors and incorrect names on PAN cards. If the mistake on the card is made by officials who issue it – despite being given correct and complete information by the applicant – why should the applicant be asked to fill a correction form? The necessary correction should be done by the officials themselves after cross-checking the original form. In fact, only an update or a change in name genuinely calls for such correction forms.
Besides, the customer-care unit for PAN cards is not up to the mark since the executives lack knowledge and courtesy.
P Senthil Saravana Durai, Hyderabad
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