A feedback to Multi-Vendor Online portals and Online Dealers, this applies to Real Shops on the Ground too.

The Quality of products you sell must not be below a certain level. It should not break apart in months, it should work out of the Packing Carton. Some fixing with instructions is fine. Second Hand goods with problems must be explicitly stated.

Defective, Contaminated or Damaged goods must never be pushed to customers. Such vendors should be knocked off the list. 
Very Low Quality Goods, Means "Un-Usable". These goods must not be sold in shops Offline or Online. These are not safe and you will lose customers.

If  customers get frustrated, then it is not good for you. Weather your shop is offline or online. Let him be just Satisfied, not elated or exuberant.

Many products form China or Semi-China are of Usable Quality and affordable too. There is also a Glut of china products that are in the "Un-Usable" category. There is a need to be cautious about this.

Now some Indian goods too are of this type, low quality are coming, some hand made goods too. This is due to unmoderated mass production. Focus on Quality first and Quantity later. Quality should be Integrated into the design and manufacturing process, not policed.

Quality should be Optimized in relation to price. Products have to last few years and must be safe and dependable. 

I had tough time filling a online form. Here are some points, many know already, but new ones need to be instructed again. Especially so in customer service online forms or apps.

Make all the fill up text boxes ample, not cramped. Message area needs to be wide and long. Not an excuse of a square, where you can only say "Hello".

Do not insist on all Mobile Number, A landline, an Email. Just one of them is enough, not all. A Twitter account of customer also can be requested.

If the form has validation or capthca, may it have memory. The user need not fill everything all over again for one error. Make validation intelligent and after three submits, take what customer gives, even if it appears to be a riddle. The phone is enough.

Most of us, even me when i made/sold products, do not like the "Return". This is not healthy, Customer support must be proactive, enthusiastic and like some say Fanatic. A brand survives and sells itself only on Genuine Customer Support. Just communication or Half-Hearted attention will not work for very long.

Things like passing the buck and corporate tennis or even merry-go-rounds should be avoided. Lastly, do not sell products or services in a city, unless you have trained personnel, spares, replacements and at least one service center in that city.

Technology/Upgrades are everything, but do not dump it or force-feed on a customer, more so in communication areas. Use time-tested methods and slowly move people into new methods and systems. It has to be done one day, till then, let old and new versions exist as options. A person with outdated PC and Software must be able to send an email or log a message into a forum.

Simplicity, Usability, Sincerity, Sensibility, Solutions, Spares and Service .... could be the keywords you ponder over, if you want to do Customer Support, that really means Business.

Otherwise be warned of a "Maintenance and Return Bubble". The good part, this will create more local jobs and entrepreneurs.

Focus on Usability First - Aesthetics and Technology Later - Support The Customers

Periodic Inspection and Preventive Maintenance in Essential, especially when the Budget is Squeezed.

This safeguards Human Assets and Quality of Products and reduces the risk of a new Liability that may crop up due to Negligence.

Office Infrastructure and Factory Utilities, Tools, Equipment and Machinery wear out or lose precision with time.

This can lead to Quality issues and pose Safety Hazard to Personnel .