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35%
2.11 

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Big claims and rock bottom service!

Jun 08, 2012 06:15 PM 6198 views

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I have been managing multiple websites and domains for my friends and family as an interest towards the web hosting and development. This ordeal started when I bought the hosting space recently from Bigrock.in. While buying the hosting space there was an offer of Rs. 8, 000 worth of Google ad words credit free with every hosting account (as in the attached picture) marked with an asterisk but terms and conditions were mentioned no where, so I called the Bigrock helpline and was told that there is no catch in it and once I buy the hosting space, within 3 working days I will get the Google ad-words credit information. I went ahead and happily bought the hosting space for the domain name (also booked through Bigrock.in). Once the hosting was bought 3 days passed and then 5 days and I did not hear back from bigrock on my adwords credit. When I contacted the customer care (through chat on their website) I was asked to wait till 18th May and I will get the email.


The wait started again and nothing came through. So this time when I contacted the customer service through chat, I was told I need to write to Bigrock sales e-mail address and they will respond. I contacted them and did get a response this time with a link to their Google affiliation page and was asked to fill a form there, post which Google will contact me to create the adwords credit account. I filled up the form completely and submitted, and did not hear back anything from Google. At this point I again contacted the Bigrock team and they responded with a one line comment "We are not responsible for the ad-words credit, it is Google who is responsible, please talk to them".


When I called Google, it was another horrifying customer service experience, where it seemed that no one (whether the call centre agent (Amit Kumar) or the supervisor (Arvind Kumar)) was focussed on customer service, in fact they were pressing me to pay up an additional amount of money.


At this point in time I feel I am a ping pong ball and no one is interested in providing the service, the amount I paid for the hosting is not what I signed up for, all the commitments should have been honoured and if you can't honor a commitment, why to sell a product or provide a freebie when your ties with the partnering firm and processes are not up to date to provide a good customer service experience.



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