Mar 19, 2018 09:34 PM
50844 Views
URGENT MEMORANDUM March 19, 2018
Attention: Mr. Vishal Rajpure, Regional Head Mumbai for Hathway Technical and Service and Mr. Santosh Sonawane, Appellate Authority for Escalation
Subject: Deplorable lack of internet, speed, and worst customer service possible at our residence for Account #: 1153357198
My husband and I signed up with Hathway internet on December 17, 2017, for a three month plan of 200 GB at 50 MBPS. We have had nothing but trouble with this connection, and we have faced our last straw with Hathway service and hence this massive complaint and escalation. Please see details below for the absolutely deplorable issues we have faced with, by, and because of Hathway:
When the technician installed the two devices(router and media) on Dec. 17 for our new connection, he said that the two new media devices he had with him were not working and hence he put in an old media device and said he would come and change it. We never heard back from him nor did anyone ever come to see it or change it despite my countless phone calls to Hathway regarding this old media device put in for a new connection and my request to have it changed.
In the few months that we have had Hathway, more often than not we face the issue of not having internet all of a sudden for a couple to a few days at a stretch. When I call, I get a ticket number but no one ever comes to check nor does any follow-up. Luckily, I had the mobile number for one particular technician(Jay) who did not visit despite me asking to check our devices and wiring but said he checked at Haware Parekh(the building two buildings away from us where apparently the wiring is coming from) and that there was a wiring issue there and asking me to turn off and turn on. This worked literally only once despite the many times we faced this issue repeatedly. And your representatives on the phone were once able to reset remotely too.
This last time I realized that my internet was not working starting the night of Feb. 27. I waited one day(Feb. 28) to see if it’s some remote issue(like server down on your end) before I called Hathway on March 1 onwards. From Feb. 27 until present day, I still do not have regular working internet or speed.
Everytime I call Hathway I get a SMS with some complaint ID and also meaningless reassurance from your representative that someone from the technical team will call and visit on that day. No one EVER calls. No one EVER visits. I have to follow-up with phone calls and they just say “Wait until end of day. Someone will surely call or visit.” Not once has it happened despite being told that every single time.
I literally have eleven different complaints(those of which I have saved and doesn’t include all those I already deleted) with service ID’s but NEVER a follow-up, call, or visit, much less a resolution:
Feb. 13: Your Request for CC GPON L2 has been generated with a Service ID - 13022018C7155
Feb. 13: Your Request for Hygiene has been generated with a Service ID - 3022018C7402
Mar. 1: Your Request for CC MEN L2 has been generated with a Service ID - 01032018C11434
Mar. 3: Your Request for CC MEN L2 has been generated with a Service ID - 03032018C11316
Mar 3: Your Request for CC MEN L2 has been generated with a Service ID - 03032018C5080
Mar. 5: Your Request for CC MEN L2 has been generated with a Service ID - 05032018C1784
Mar. 6: Your Request for Hygiene has been generated with a Service ID - 06032018C10584
Mar. 7: Your Request for CC GPON L2 has been generated with a Service ID - 07032018C9020
Mar. 7: Your Request for CC MEN L2 has been generated with a Service ID - 07032018C9349
Mar. 10: Your Request for Hygiene has been generated with Service ID - 10032018C10508
Mar. 12: Your Request for CC MEN L2 has been generated with a Service ID - 12032018W290288
Never did anyone call me back nor did anyone ever come to my place to check out the complaint nor fix the internet. Explain to me how and why that is even acceptable?
For the brief times I did have internet working, I needed to get signal in other rooms and therefore installed a powerful wifi extender. That private company representative is the first one that informed me that I am not getting any speed, at least nowhere near where I should. I was getting about 11 to maybe 18 mbps if I stood right next to the device only; mind you, I paid for 50 mbps. I should have been getting at least 45 consistently, esp. when standing right next to it. So you can only imagine the speed, or lack thereof, that it would have been stepping away from it. I immediately called Hathway to lodge a complaint about the speed and again was given the false promise that it would be looked into. No one ever called. No one ever came.
After speaking to so many representatives with no resolution, I had to escalate to supervisors. I spoke to four different Floor Supervisors(William on Mar. 6; Himanshi on Mar. 7, Ravi on Mar. 12, Ameet on Mar. 13) and even Team Lead Mahindra on Mar. 13. Unfortunately, like your representatives, the supervisors also would only do a canned apology and make empty promises of which I was already tired of hearing as they meant nothing. The supervisors wouldn’t follow-up on their own with technical team nor did they call me back. William said that “due to some technical error in the system, my complaints weren’t actually getting registered.” I told him I had numerous sms with complaint id’s. Himashi said that she would tell the technical team and someone would contact me(which of course didn’t happen) and next day when I asked to speak to her, I asked if she followed-up and she said no. Ravi and Ameet never called me back. I was even promised that the head engineer/technical person would get involved and I would hear from them; nope, that never happened. I asked, why can’t someone just come to the house and visit and look into the issue. Why was that so hard? They wouldn’t visit, and they wouldn’t even call to find out the problem. I told all the supervisors I should at a minimum get a call back from them giving me an update and to check if I had internet working properly or not. At the very least, a customer should be able to expect that, especially from someone that is at a supervisory level. But again, you miserably failed. I even told your supervisors to cancel my connection if you do not want to provide me internet, but they kept me at bay with false reassurances it would be fixed.
On Mar. 13, a technician named Pragnesh called to say there was some line issue at Diamond Garden and that my internet would be fixed permanently now since they fixed that. Nope, it wasn’t the case, and this was also the first I was ever hearing of something about my connection having anything to do with Diamond Garden. I asked him to send someone to the house anyways as there is always an issue with my internet and I have an old media device and to send a new one. He said it was just an issue at Diamond Garden and he didn’t want to send someone despite me telling him that I only have a speed of 0.1 mbps even if he says he’s fixed it permanently. Eventually the earlier-mentioned technician Jay came and even he did his own speed test with his own device and saw that I did only have 0.1. Mbps. By this time, I was on the phone with Vishal(Regional Head) updating him on my aforementioned issues.
Technician Jay told me he would be back in an hour to hour and half with a new device and a laptop to check. At 2 pm, I called him as two hours had easily passed but he didn’t return. He said he’d come around 5. 5 pm passed and no news. I called back at 7 and he said there was no device. He could have called me to tell me he wasn’t coming or there was no device but he didn’t. He told me he would have the main tech guy Mahesh call me but no one called then nor the next day and on Mar. 14, I still did not have internet.
Then in the evening of Mar. 14, Jay came and took the router and old media device and installed at ZTE device but I still did not have internet. I called him and he said because the network is full it is not allowing a new connection and that he would call me with a password when it was up and running and it should show four lights if it’s working.
He never called but the next day or so I noticed four lights and so I looked on the back of the device and entered what I figured to be the password. It connected briefly but since then and till date I still do not have any internet. It came and went as did the speed when it did temporarily connect. Since installing the device, I still have not received any phone call or visit from the technician or Hathway to advise me; they should at least guide me on how to change the device name and password.
I have repeatedly asked to have a new/proper device and/or wiring put in, at an extra cost if that’s the issue, so that we have exclusive internet and don’t face these connection nor speed issues. Apparently, that’s not possible. The power/range comes from two buildings away and from what I’ve been told, the signal keeps getting cut from there and hence I don’t have speed either because of the wiring. At this point, I do not know what or whom to believe about how or why I don’t have internet.
Hathway is quick when it comes to getting a new customer and setting up(even if incorrectly) a new connection, but absolutely apathetic when it comes to service or follow-up. Hathway is also prompt in sending countless reminders, calls, sms, and emails saying that payment is due for renewal “to continue to enjoy uninterrupted service” and “always eager to help.” Excuse my language, but that is total BS. I have had NOTHING BUT interrupted service and definitely have not received any help.
This is the most egregious and ridiculous experience ever with a service provider. If you do not wish to provide me internet, then just have the gumption to be direct about it. Do not continue to patronize me. Out of our three months contract, I have never ever had the speed nor even close to the speed I signed up for; I have never ever been given the proper media device; I have never ever been called back proactively; I have never ever had a technician visit despite my actual service id/complaint numbers; I have consistently not had uninterrupted internet more often than I have had internet, and this last month, I have not had it for over three weeks straight now. And I still don’t have internet! Now you tell me, is this the kind of service I signed up for with Hathway and what a customer is to expect with your company?
I do not want an apology because as you all have proved time and again, it means absolutely nothing. I want you to give me a private hassle-free connection with totally uninterrupted internet and actual 50 mbps speed. I want a technician to visit me when I actually call Hathway and provide a complaint without me having to call back again and again as no one visits and no one calls. I want credit for all these months of no internet. Do not expect me to renew my contract if you are not able to make the right amends. You have blatantly and seemingly willfully cheated us. I will be taking this to social media, consumer bureau, Google review, word of mouth, and wherever else possible. You fix whatever the heck you have to fix on your end and go to whatever length required to do so. Enough is enough.
Your most dissatisfied customers,
Swati and Jayesh Vasan
Account Number 1153357198
