Hathway Sucks. Review on Hathway Broadband

I have recorded all my conversations with Hathway & am taking them to court with CERC's help.

Following is my experience with them:

On the 24th of Nov I booked for a Hathway connection & selected the 512 blast package since that suited me best. All this AFTER TWO of Hathway's "Supposedly Qualified" Feasibility Analysts confirmed that it is very much possible to provide me with a connection since there is a Terminal box (or whatever they call it) is present right in the building next to ours. I was promised by these two people that the connection would be setup within the next 10 to 15 days at the most & was asked to draw out a Post dated cheque in the name of Hathway Internet dated for the 5th of Dec.

Since there was absolutely no sign of any progress with respect to my connection I finally called their customer care at +918040161616 on the 12th morning only to be told by a harried Cust care rep that they would ask the Installation dept to retrun my call later that day. Day ended with no call from Hathway. This was the breach of the second commitment from Hathway. 1st commitment being that the connection would be setup within 15 days (Max).

Called again on the 13th & spoke to a rep again, again to be promised the same that my call would be returned within the next hour. Since I did not get any call even after 2 hrs I called again. This time when they said they'd retrun my call I got irate & asked them to transfer my call to that department rather than having anybody retrun my calls (which they wouldn't anyways). At this instance I spoke to 'Staney' (that is what he claimed his name was, could be Stanley as well) from the Installation department. When I asked him the status he apologised & said that he is from the Modem Installation department and that he would need to get an update from the cabling department first & promised to retrun the call later that afternoon. At this point I had told Staney very clearly that I work from home many a days & thus internet is very important for me. Which he acknowledged & said he'd surely get back. Day ends with no call from Staney.

Called on the 14th Morning & spoke to Neeta from Cust Care, she promised that she'd arrange a callback within the next 20 mins since her attempt to transfer my call to the Installation dept (and to Staney) failed. 1.5 hours passed & no call from Hathway. At this point I lost my cool & called & spoke to Pankaj & fired him. Pankaj first claimed that they cannot transfer calls to the installation department. When I challanged him on that saying that he was lying since I had just spoken to Staney from the installation dept yesterday, he had no answer & then claimed that Staney hadn't come in to work that day. Gave them a piece of my mind about Customer Service & commitments, to no avail of course. since Pankaj again promised that he'd arrange a callback & an update on the status of installation of the connection. No call from Pankaj till that evening, so called again & spoke to Sadique. Again to be promised the same thing, of course a lie as always. Called them again that night & luckily or unluckily got Pankaj again. He apologised profusely (acting of course) & said that he'd arrange a callback from Staney first thing next morning. Waited till 10:30 AM on the 15th & finally called them again. This time I spoke to Shalini and she told me that the cabling guys would be coming on that day to complete the cabling & that it would take 4 more days post that for the activation of the account. Finally since I got a confirmation that cabling would be done that day, I agreed & hung up. Waited whole day & finally called Hathway again at 5:30 PM to check on the status. This time I was promised that I would get a call from the cabling guys within the next Ten minutes. Which was nice to know & I hungup. Post this is when I really got irate.Got a call from one Mr. I N Choudhary saying that they would refund my money within the next 7 days. When I questioned him why, he said that the cabling dept had confirmed that they cannot install a connection at my house due to technical difficulties. Upon which I questioned him about the “Feasibility Analysis” done by ‘Hathway Technicians’ and this Mr. Choudhary kept addressing these technicians as sales agents. When I questioned about whether sales agents were sent to do feasibility analysis, he didn’t have an answer. I got really irate & told him that I want an update within the next 15 minutes, that on which basis they had first told me that they could install & very eagerly taken my money & encashed it as well. This chap did call me back within the next 10 minutes & didn’t really have an answer & kept saying that my money would be refunded. To which I told him that the question wasn’t about the money being refunded right now & that they had to first provide me with answers as to on what basis Hathway had collected money from me! At this he provided me with the number of their Team lead (his name I forgot as of now but have made a note of it in my diary as well as have it in the recording of this conversation, of which I have made a CD & provided to my lawyer). This Team Manager’s phone number I still do have but will not provide it here as yet. When I called this Team Lead, there was no answer, neither was that call ever returned (All cellphones record missed calls, but this person chose not to) which obviously meant that their Team lead was right next to them right then & knew exactly what was happening. When I called Hathway back since I hadn’t been able to reach their Team Lead (I think his name was Loki) & asked to be transferred to mr. Choudhary, this call was at this instance answered by one Mr. Pravin from that same dept. When I asked for Choudhary, Pravin told me that Choudhary had stepped out & that he wasn’t available. When I challenged that saying that I had just been speaking to Choudhary, Praving says “Yes Sir, but he just went no sir”. And the Pravin committed the biggest mistake, he went on to say “Its about the refund no sir, tell me sir”. This obviously meant that Choudhary was there, right next to Pravin but was just to scared to speak to me again. When I challenged Pravin with the same he said “No sir, we all know what the issue is sir”. This time I pounced upon Pravin since he started the conversation with me on a wrong note, by lying to me! They all kept saying the same thing to which I  asked him to catch hold of the guys who’d done a feasibility analysis & taken the money from me & to get back to me with a proper answer. Pravin returned the call later saying that it isn’t possible since they need more amplifiers & stuff & that it would take another 10 to 15 days more, never offering me to wait a little longer (which means that this was a lie again). When I asked Pravin why then had Hathway taken my money when they knew they cannot install, he said “We had many orders in those days so we had to go & take all those orders in order to not lose customers & thus obviously take the money also” Do you all see the scheme around here? This is a money making mafia I have not only lost time but also lost interest on my money for 28 days if not more.