Mar 03, 2014 02:09 PM
23467 Views
I run a small start-up in Bangalore. From 22nd Feb 2014 onwards we are not having internet in our office. Today is 3rd March 2014. still internet connection is not up and we are on 3G.
After trying to contact them over weekend, finally I was able to reach to them and raise a complaint on Monday 24th. Ticket number: 1747609, (for anyone from ACT seeing this review and to verify the same),
After third day of calling and asking what is the progress they escalated and got another high priority complaint reference number: 1759465 (which is probably the only thing they might have done in the entire 10 days)
Over this period I have talked to at least 8 customer service execs and two managers - Harish & Naresh who would always give you reasons for things not happening if you get connected to them by mistake, 90% of time they wont even talk to you and update you anything about any progress on the work being done.
To give you a feel of how things are:
First thing that you would hear from them when you raise a complaint is - They need 72 hours for rectifying the issue - which means, that they will start working from the 71st hour only.
You would hear responses like:
1.Sir your issue will get rectified within 72 hours.(This is what you will hear for first 3 days. The tone is- It is their privilege and it is mentioned in the SLA. So they have the right not to resolve the issue for first 72 hours - Sounds Good?)
2.Sir there is a fibre cut issue, Our team is working on it. (Expect this to be heard 60-70% of the time)
3.Sir our team is working on this issue, let me talk to them and I will get back to you.(the getting back to you never happens)
4.Let me put you on hold I will connect you to concerned person. (And you are on hold for 1-3 minutes. Yes they test your patience like anything.)
5.Sir we see everything is fine from our end we are able to ping your box.
6.For reply [5] - If you ask them What is my IP you are pinging they will say - Sorry sir now I see the port is down there is some issue we will fix it.
7.Sir I see the issue is already closed . Are you sure you don't have internet connection. [Geeezz!]
8.Their escalations are even a bigger joke:
Me: Hi I had an escalation raised can I talk to Mr: Harish?
Exec: Sir Harish is right now out of office you cant talk to him.
Me: But Harish told me the issue is escalated and it is high priority and I can talk to him directly.
Exec: Ok sir, I will ask him to call you back as soon as he reach the office.
Me: So, When can I expect a call from him.
Exec: He will be reaching office by after noon 3 pm .
Me: but its 9 am Right now . Is this how you handle a high priority escalation.
Exec: Sir this is a professional call.
Me: Guys you have to act professionally to expect a professional a communication.
Exec: [Gives you some other BS]
Verdict: Their speed is good . But customer service is a joke. if you are planning to use the connection for official purpose have some backup installed prior to taking the ACT connection. Also this is not a one off incident . It happens at least once in a month and when it happen, You wont have internet connection for at least 4 days.
For me it was like:
Jan: 1655286
Feb: 1747609 / 1759465
Mar: Still no connection. (the tickets are still kept open)
To ACT:
Guys if this is your attitude towards customers, forget the part of not getting new customers you will lose your existing customers as well.
Result: I have asked them to remove the box from my premise and deactivate the connection and give refund for the the time they charged for not giving internet. [Reference numbers 1774091, 1774099] I was lucky that I was having a 3G connection as backup.
Apologies to all my friends to whom I have recommended ACT for speed.
