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Why Google India is so inaccessible?, asks MouthShut CEO Faisal Farooqui

“I am shocked that a company like Google which has executed flawlessly on some of technology’s most difficult problems is struggling with such basic issues here in India,” writes Faisal Farooqui, founder and CEO, MouthShut.com, in his online diary while talking about his repeated and unsuccessful attempts at contacting Shailesh Rao, managing director of Google India. “Wrong phone numbers published on their (Google India’s) website? Missing/untrained receptionists?

“I am shocked that a company like Google which has executed flawlessly on some of technology’s most difficult problems is struggling with such basic issues here in India,” writes Faisal Farooqui, founder and CEO, MouthShut.com, in his online diary while talking about his repeated and unsuccessful attempts at contacting Shailesh Rao, managing director of Google India. “Wrong phone numbers published on their (Google India’s) website? Missing/untrained receptionists? Stone age employee directories? Yeh kya ho raha hai?” asks Farooqui.

“Earlier this year we decided to explore potential partnership opportunities with some of India’s major internet players including Google… I started with Google India’s Mumbai office and asked to be connected to Mr. Shailesh Rao. The gentleman who answered spoke only Hindi (kaun mangta hai aap ko?)… He ordered me to call Google Hyderabad office…

“On my eighth attempt a human voice answered the phone. Greeting me with a hurried “hello”, she put me on an indefinite hold. When she did finally return… I politely asked her to connect me to ‘Mr. Shailesh Rao, Managing Director, Google India’. “Wait, wait, wait, that’s too fast” her tone implied. “Can you repeat the name?” I did…four more times.

“Running a search that took a lot longer than Google’s Search Engine would ever take, she found the name Shailesh Rao in her directory. That was the good news. The bad news was: “Now, which Shailesh Rao do you want?” Obviously, there’s more than one person with the same name. I was tired. Very tired. Which Shailesh Rao?… “Head of Google India” I managed to say. “Please call the Gurgaon India office ,” she said and gave me their “Gurgaon number.” Except, the number had a Delhi area code!… I finally reached Google’s Gurgaon office. The phone was answered by a security guard…”

Faisal Farooqui concludes, “A highly successful CEO and a mentor once told me: “Your company’s phone number is like the front of your house. Pay attention to details because people will judge you by their experience at your doorsteps.” I hope Shailesh Rao gets the same message – no, not THAT Shailesh Rao, the other one, the one.”

PS: Last heard Faisal Farooqui was still to receive a call from Shailesh Rao. “I’m still waiting for Shailesh to call me. His Executive Assistant, Aditi (Aditi Dhingra), apparently wanted me to send an email to her before I could speak to Shailesh. I’ve sent the email but phone abhi tak nahi aaya.”

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