Jul 08, 2016 04:23 PM
2111 Views
(Updated Jul 09, 2017 08:32 AM)
Jul 17
Fed up of the following I have now ported out to Airtel:
brain dead, arrogant customer service
the "No error detected at our end" stupid replies, which no one can explain
cryptic replies to mails with no trace of which reply is for which issue
no redressal of DND complaints
refusal to shift to newer plans launched on the website
appellate being merely a superior parrot who just talks better than cust service but does nothing
Idea deserves to be doomed. Hopefully Vodafone merger, if it happens would restore some sanctity.
Jun 17
The web url used for logging DND complaint is not working. The calendar icon on this page simply does not accept the date.
Problem is nobody is willing to fix it. The customer service merely parrots back how to "enable" DND when I am talking about logging a DND complaint instead. On a lot of follow up they just took complaint on phone, but still no sign of fixing the broken URL.
May 17
Recently there was a billing dispute with them. They charged me for data usage when I had never exceeded the quota. On questioning they are saying, when you change the number of data packs in your plan, for next two hours, you will be charged at base rate for the usage.
This sounds some kind of a practical joke.
I have 3 data packs at the start of billing cycle. On the day new billing cycle begins I change it to 4. [It's another joke that you must change the packs on 1st day of billing cycle only. But that apart.] And I am charged for 2 hours of usage?
Thinking of going to nodal officer. But overall Idea is pathetic in dealing with customer complaints. Not much hope.
Jul 16
Idea is one of the oldest cellular providers in Maharashtra and has possibly the best coverage in the state.
This is not so outside Maharashtra. When I travel outside and look for coverage, people say "we have no idea about idea".
They seem to be complacent with their network and have never cared to get rest of the processes right.
DND complaint handling sucks:
I am usually particular about filing DND complaints, hardly any of which are addressed to my satisfaction.
Firstly, when you file the complaint form, your complaint text magically goes blank by the time you receive email acknowledgment of the complaint. This has happened with me several times. They obviously reject such complaints with no fault of the customer.
Secondly, not only for dnd, for any issue, they leave no traceability whatsoever. When they reply to your mail, you have no "idea" which issue they are talking about. If you have filed multiple dnd complaints you have to just guess which one they acted on.
In theory there is that huge cryptic complaint no. If you are going to take pains of noting it down and tallying you can probably relate their response to a complaint. But merely including the complaint details in the mail would have helped a lot in the first place.
Thirdly, they reject complaints without assigning any reason whatsoever. "There is no error detected at our end." is the standard text they paste.
Fourth, there is an on-paper escalation mechanism. The dnd reject message says you can call 198 and escalate. I tried that one or two time and repented calling them. The morons there are virtually trying to dissuade you from filing dnd complaints(and increase their work). Even after repeatedly trying this route the escalations have not solved any problem for me.
Fifth, above 198 there is that always sleeping appellate from whom you never ever get any response. You have to be lucky if you got one.
Sixth, this is the biggest practical joke. They call you to tell that your complaint has been resolved and the offending number has been barred. But an email follows that call saying "No error detected at our end" again. Now which one to trust - mostly the email as that is systematic and there is no record of what the moron tells you on phone.
Pathetic customer service
Many of the call center people are arrogant. Once I chose the language preference as Marathi and the lady agreed to speak with me in Marathi. She could not speak properly so I asked to transfer the call to Marathi speaking executive. The height of arrogance of the moron was she started lecturing me on my language preference. This was a horrible standard of service.
Not respecting own corporate offers
They advertise corporate offers through company channels. They do not honor those offers for existing customers though. This is unprofessional on their part.
