For some reason nowadays companies (especially in telecom sector) don't see value in loyalty of customer who sticks around. You are showered with offers if you are to be customer but existing customers don't even deserve courtesy of a polite conversation.
Anyways coming back to point, due to above reason I found myself changing my service provider once in awhile. Dealt with taking connections and also terminating them. Just wanted to share my exp or pitfalls I found a hard way or otherwise.
Taking Connection: This is a time you get treated like king by agents who communicates to you and even company. But don't get flustered by all that hospitality.
First thing in today's world 'Verbal commitment' has no value. If you are being offered something, make sure its on paper (not just sales brochure) preferably signed by some company employee (signature of non-employee agents has no value). First time I took a broadband connection, I fell for a useless package relying on sales agent and company refused take responsibility of agent's promise (that too verbal). Most of this get clear when you ask them for an authentic document proving their claim. 'Exclusive plans hence no brochure' is a blunt lie that means is has lots of conditions applied or that offer just not exists. Look info on company's website, call customer care (better if you can call in presence of agent) ask them to confirm info to avoid a trap.
Never give doc & cheque if you are not 100% sure about taking connection. Don't fall for 'I will hold the form for you and submit only when you say', 'Submit forms now, if you decided not to take or discontinue then you will get refund'. He will submit the form and refund has lots of conditions applied. Once a sales agent offered my friend 'exclusive non-brochure plan' and told him he will get details in writing once he submit the forms. If he doesn't like he can cancel it and cheque will not be sent for clearing else he will get full refund. When he got the docs he realized he was duped (cheque was cleared) so he applied for cancellation. After lots of fighting he got 25% refund after deducting charges. So never give docs & cheque if you are not 100% sure.
Beware of ECS bill payment. I am not sure whether my banks is in my favor or those who are duping me. ECS had one point of time became a cheating tool. One of colleague was offered was installation charges waiver if he signs ECS for bill payment just to find later it was a huge mistake. He paid price way more than installation charges. What happened was when he disconnected, company kept sending him bills and deducting money using ECS till 6 months after disconnection. He wrote to company and it took 6 months to resolve but money was deducted and never refunded. He also approached bank to cancel ECS but it was turned down saying 'ECS can't be cancelled by bank, please approach biller to stop ECS'. Its very hard (next to impossible) to get refund.
Terminating Connection: For many companies you become king again when you put termination request. Enjoy bargaining if you want else just keep saying bye bye.
Whenever placing request for termination, first understand the liabilities and terms for it. Like due you are required to clear, equipments to return etc. And put termination request in a way that you can prove it. Like through email where you can get acknowledgement, or in store when get a signed & stamped acknowledgement with service request no. Basically a way to prove you placed a termination request at right place and that date. Clear your dues. Eg. I pay rental for day I put request + 10days. And mention in my request that if termination get delayed beyond due to company's inefficiency I am not going to pay for it.
Then generally you get call from retention department, they ask reason and their inability to solve it but still insisting you to stay. (Now its upto you if you want & can strike a bargain here and stay or just move on.) If you want to move on then you will be asked to transfer it to relative or friend, Just be consistent and keep saying just terminate. After few calls you will be asked to clear dues and surrender equipment, if any. Clear the legitimate due, surrender equipment if it is supposed to be returned (like rental modems). Take receipt for payments and return of equipments. Have hard proof. A small effort now will save you from big trouble later.
Now, company plays another trick here. They will delay the termination so to make more amount due towards you and generate bill. You will be informed connection can't be terminated if dues are not clear. Just reply them that you placed request on so & so date via so & so mode. You cleared dues till that day and 10 days extra (time in which they were supposed to process termination). You have all the proofs and can send them a copy of proofs if the wish to scrutinize. Don't pay the unfair bills let them send you as many bill they want. If they call frequently just file a complaint with customer care and say 'This is mental harassment and extortion. You will go to court of law against company if its not stopped. You have proof of termination request, and clearance of legitimate dues. You are not liable to pay for company's delay Your phone calls are enough to prove harassment calls.' Just reply same for all bill recovery calls. Believe me I did it myself and after sending them copy of proofs never got call, as its clear if matter goes to court I will win.
Lastly, sometime company stops calls temporarily but after a year a so they sends some letter that looks like a notice from lawyer to settle the dues. Don't panic as thats the motive. Company will have to bear a huge cost to take you to court. They send these letters from existing templates to scare you. Many people even pay up after seeing that notice. Keep calm you have all the proofs. Just send a reply to letter by speed/registered post will copy of all the proofs (proof of termination request, due clearance and any other complaint you placed later). Company will understand that if they take you to court, they will lose. You will never hear from them again. If you still receive such letters just ignore them, as company will not take you to court, even if they do you will win as you have all docs and proofs (in that case you can even claim legal fees for case, your revenue lost to attend case & compensation for mental agony & defamation).
Motive of blog is not to scare people, but to share my exp & some events how I/my friends tackled it. So other can watch for those pitfalls and avoid trouble later.
