Jul 22, 2010 02:46 PM
1365 Views
Yes you read it right, their service is pathetic to be most polite.
From the time you fill up the form, pay the installation amount , you are left to their mercy (I thought there was a group called NO MERCY.lol) You are PROMISED the line in 2 days flat. when that does not happen, you have to start making calls to their sales rep. Then you get a guy coming to your place to fix up the connection, but alas, he only has your username, no password. IT Security Policies, you see. Well you will be very much impressed at this stage. You are sure to be under the impression that you are in the hands of a truly world class company. Hang on...didnt you ever learn in school that you shouldnt jump to conclusions.
Right, so what you do like a very bright, happy, chirpy little customer all excited of getting this new connection up and running, call up their Customer Service centre (remember the key word being service here ok....)
Now let me narrate to you my experience that I have faced in the past..ummmm 2 weeks...
Well it was a Friday afternoon and I made the first call around 1 to enquire when my all important password would come across. The guy very politely thanks me profoundly for taking their connection (Was wondering WHY so much thanks at that time...guess I realise it today :) ) after asking em a whole lot of "Security Related questions", I am told...Sir, our systems are down, please call after Some time...maybe another 30 minutes......I wonder...Why then ask me all the questions?
I kept calling...evrytime I call, I was told ..Sir our systems are down..please call after some time...Finally after calling them maybe the 10th time by night, I loose it and ask..why the hell are your systems down? SYSTEM UPGRADATION I am politely toldy. WHATTTTTTT. SYSTEM UPGRADATION on a weekday during business hours...I almost go silent in a state of shock....I ask ok..can I speak to your higher up? NO..I am bluntly told. YOU CANNOT... (Why do TEAM LEaders and Managers Exist in Call Centres then?) I keep persisting..I request for his managers name. No You cannot have it and the phone is hurridely disconnected(not the first time though).
Saturday arrives, I again call up the Customer SERVICE number. This time again I am thanked soooooooooo much for choosing ABC Broadband. I almos feel that I have made their day..hehee..
The guy takes down my request and tells me sir...you will receive your password in 6 hours...
6 HOURSSS I Screammmmmmmm...Yes sir...we have to forward your cal to our technical team. I thought all this happens through something called as a CRM and not Pigeons. ANyway...i wait patiently for the sms with the password...no luck. Fortunately in the evening I realise my old net connection is still up and running and I check into my email and VOILA...an email from ABC Broadband...Yipeee...I scream. Everybody at home peep over my shoulders staring into my computer thinking I won a Million Dollars.
I have to reassure everybody that no its nothing like that and its just my internet password from ABC Broadband. I also gladly announce that we can finally do away with our not so friendly cable wallah internet provider.
Someboy at ABC Broadband must of really lost it. How does a customer check his email for a password ifhe is a first time customer assuming he has no net connection? anyway...I also receive the password the following day on my Cell. Didnt know SMS's took so long to reach.
Thinking tha I have revolutionised the way I surf 2MBPS compared to the paltry 128kbps that my cablewallah provided me I was all excited and stuff. staring literally at the the breezing speed at which sites opened that day. Halleluia I screamed...people almos thinking that God has descended on planet earth.
Well in some ways I feel their staff really want to make you feel special since you will always have a chance to call them everyday with a problem. My net is not working. Sir Its raining, you are told. HUH...You exclaim ..so aint I allowed to surf when it rains? An engineer comes to check out your problem at home. I have not even switched on my laptop and when I narrate to him, that speed is not upto the mark, frequent breakdowns(orwhatever is the technical term) I am told. This is becoz of the rain sir. I cannot do anything. Wait for 10 days and see. Bye now...HUH. I thought you were an engineer come to solve my problems not a guy from the local MET office.
Before my laptop boots, he''s gone....remember 2MBPS..their engineers come at 56kbps and go at 2MBPS..
Now lets come to the billing part. I just receive d abill saying what all is due to them including installation charges and other fees which were supposed to be paid upfront. Well. What in the world did they ever do to the cheque I gave to their sales guy? I can see its debited from my account at 2MBPS..... When I call up their customer SERVICE, I am told, oh....we are not sure why its not reflecting in your statement, we have received it. When I ask for a revised bill, I am told, send an email, we cant take requests via phone. Ahaa...So when I login to send an email, so more MB's get utilized and ABC Broadband bills me for me...Smart eh...
Hey didnt I mention about their download quantifications method...Well I have no idea as well. all I can say is that even if you have not surfed any site , no application running ..just the connection left open for a few minutes, you are shown to have downloaded 100+MBs.....gosh where did all that go...
Well my friends, I could go on and on and on...but thats the way ABC Broadband functions, and its not even 15 days since I have started using it and I am about to call them to come and disconnect it as well
Im back again to our not so friendly cablewallah..Cant threaten him this time though saying that If your net is not working fine Ill change over to ABC Broadband...hahaha
The mouthshut review system has a small little option which says ..Would you reccomend this service to a friend..I guess they could add one more saying would you reccomend it to an enemy...hehehe
Thats my experience with ABC Broadband...Stay away Guys....
