Commented on own review
Oct 18, 2010 11:53 AM
Since People over here are requesting the escalation Matrix I am sharing the first one over here. Make sure your email is filled with facts and figures and quite formal and pleasant its not that good vent out your emotions and frustrations to an executive head, its just that it will show your worth...............................
Vlad. Pozdyshev mtsindia.inRead More
Commented on own review
Sep 30, 2010 08:28 AM
So here is the update to the Original MTS issue.
The Appellate Authority for Karnataka has been in touch with me for the past 2 weeks. He has given me an ETA of 10 days. I have his personal mobile number and the speed issue still remains. I am waiting for the ETA to be over and send another email... to get my money back if no resolution comes in. Thats what the action plan is.Read More
Commented on own review
Sep 20, 2010 11:55 PM
Here is escalation Matrix,
1. Call customer care or Email them, get a complaint ID for your issue.
2. Wait for 5 days if no response or ETA for resolution send email to Nodal Officer.
3. Wait for 4 business days for a response from Nodal Officer, if not escalate it to Appellate Authority, Also... write in the email regarding going to consumer court.
4. Still not, post it here with all email thread and I will get you a Head Customer care email id to escalate it to.Read More
Commented on own review
Sep 20, 2010 11:51 PM
The latest update is that, customer care has got a better with the escalation and now I have access to people whom I can understand as well as make them understand. They informed me that the new tower is coming and asked me to wait for 10 days and said the tower is already ready and they are doing f...requency distribution now. Now this was informed by a customer care head, and though bit skeptical because we have heard the common yada yada concept every company, so they asked me to wait for 10 days. Recently the retailer did not submit the documents, and outbound got barred I just called the Customer Care Head and he did activation within 15 minutes. Thats a good response that I am receiving right now. I just tried to reach normal customer care to check whats their response would be in this case before calling the Head, customer care said they dont have the access to the system. Hence just called the Head and got my thing done. Waiting for some improvement. Otherwise I will write another email and ask them to take this device back and refund my money. I have got it done with Reliance with sending email to Chairman, Mr. Ambani and they refunded entire 3500Rs/- for the Reliance device.Read More
Commented on own review
Sep 20, 2010 11:44 PM
Hey did u check the area coverage with customer care??
Commented on own review
Sep 14, 2010 10:47 PM
(Updated Sep 14, 2010 11:09 PM)
The escalation path and email id is very simple. Send all communication through email. Its far better than trying to call customer care. First try customer care email id, if you do not get a resolution with a week send it to Nodal Officer. If no reply in 5 days send it to the appellate authority. Wh...en sending email always cc everyone. Now if all these 3 things do not work, then there is a point in sending email to MTS senior management. Even if I am the CEO of a company I would not like all customer’s emailing me eventhough I might be having a passion for customer service, no one likes escalations. One common thing I find is that people when writing emails do not use a spell check and grammar is just horrible. when you are escalating things via email, make sure you do your basics right, make a note of complaint ids as well.Read More
Commented on own review
Sep 14, 2010 10:37 PM
Today the Radio Frequency Team, came over to my place and it was quite a pleasant experience with them. I received almost 1.3Mbps, but which again dropped. They said I will be getting 1Mbps. The issue is due to the tower being 1km away from my residence and due to interference. Tomorrow they are goi...ng to make changes in the tower antenna and by 11 the issue should be resolved. Earlier I had to change MTS customer care, but now the scenario is different. I have received almost 5 calls from MTS in the morning itself. So things are now going forward for a resolution.Read More
Commented on own review
Sep 14, 2010 11:03 AM
Now things have got heated up and Radio Frequency team is on the issue.
Commented on own review
Sep 13, 2010 03:18 PM
Today I had the response from CEO of MTS and now this has a become a big escalation. This another example of how I always say, escalate and stop spending time of throwing away the device and cursing MTS. Escalating is how the customer service industry works.
Reviewed MTS MBlaze
Sep 08, 2010 01:45 AM
8861 Views
(Updated Sep 11, 2010 07:00 AM)
Place of Usage 3rd Block Koramangala
I got the MTS Mblaze Standard Device today 7th August 2010 for 899 INR. The demo at Koramangala BDA complex showed me a download speed of 1Mbps which was quite fine. The plans are good 999 INR 15GB broadband + unlimited 1x CDMA plan, which means after 15 G...Read more
