Feedback on BB-Instant Vending Machines customer review_ “while login (maximum account limit reached for this number) problem”

          Office goers in Bengaluru, Hyderabad and Noida along with apartment dwellers in Bengaluru, Hyderabad and Noida are doing a bit of their daily shopping through BB-Instant Vending Machines.

          Vending machines in India are still a novelty and most of the vending machines expect hard physical cash to dispense the goods.

          Fortunately, BB-Instant Vending Machine is 100% Digital Transaction based.

The below issue is reported by quite few users while downloading BB-Instant App

QUOTE

Customer feedback:: my problem still not solved, I have tried to solve my error message while login (maximum account limit reached for this number) problem but you people cannot fix it infact you are saying to change my mobile number, you think for your stupid error I'm going to change my number.

Standard BB-Instant Customer Team Response: Bigbasket.com2 July 2019

We are very sorry to have you disappointed, kindly share us your details at appsupport@bigbasket.com, we will have this checked and get back to you.

UNQUOTE

After that an eerie silence, no update from the customer nor from BB-Instant customer team, so assuming that the issue stands resolved to the satisfaction of customer or BB-Instant customer team.

Q::Why does the customer get this error?

Ans: This is because the customer is installing the BB-Instant multiple times with the same mobile number.

The mobile number is the login id for the BB-Instant App.

Basis for my response: -

Q: What benefits does the customer hopes to get by trying to uninstall and re-install the BB-Instant App.

Ans: The lure of Rs50/- free shopping when the customer downloads the BB-Instant App and registers with his/her mobile app.

The Rs50/- free shopping is locked to the nearest BB-Instant Vending machine.  

Q: What is the drawback of locking the Rs50/- free shopping app to the nearest BB-Instant Vending machine?

Ans: As BB-Instant Vending Machines are installed in many locations across the city, the customer is tempted to uninstall and reinstall the app to get the Rs50/- free shopping credit at various vending machines.

Q: What can be a better alternative to avoid this error and increase customer satisfaction?

Ans: The Rs50/- free shopping credit feature should be locked to the customer’s mobile number.

1 mobile number to be eligible once for the Rs50/- free shopping credit.

This way even if the customer uninstalls and reinstalls the BB-Instant Vending Machine app, he/she will not be able to avail the ‘Rs50/-  free shopping credit’, more than once

Q: How difficult is it to adopt the above alternative?

Ans: Technically not very difficult, just a minor change in the process flow

Q: What benefits are expected from the suggested alternative?

Ans: A) No complaints from customers

B) Increase in customer satisfaction

c) Frees up time of BB-Instant Customer Service team

As BigBasket looks forward to expand the popularity of BB-Instant it would be great if it devotes some more resources.

Information Required:

IR 01) Dedicated BB-Instant Webpage, instead of a sub-page @ http://bbinstant.bigbasket.com/#

IR 02) BB-Instant vending machine visibility on India Map

IR 03) Number of Live BB-Instant Machines all over India

IR 04) Live Special offers for BB-Instant customers

IR 05) Tutorial Videos

IR 06) FAQs

IR 07) Go-Live locations in the next couple of weeks