Aug 07, 2007 07:03 PM
2341 Views
I have used Hutch Mobile in Delhi for about 6 years now. It always has some problems like low network coverage, long wait for call center etc. But I stuck to it simply because I liked the Brand as such and the "Look and Feel" of the Brand was "Cool". The You and I campaign always brought a smile to my face.
But, a recent call center experience with Hutch has compelled me to change my service provider. Here is what happened:
I was out of Delhi for about 40 days, when I Came back my phone was blocked due to an unpaid bill. I went online the same evening and paid the "Current Outstanding" by credit card (as I normally do). I did not recieve any confirmation SMS to that effect for 2 Hrs. and niether was my phone activated (I was promised 1 Hr). However the Hutch Website showed that My current Outstanding was now zero. I got concerned and called the customer care. Here is the conversation, you make up your own mind:
Me: (Explained the Situation)
Agent: You have not made any payments as per my records
Me: (Tell him I used my credit card, and the website tells me my outstanding is zero)
Agent: You have made no payments.
Me: It could be a slow server issue at hutch. Please activate my phone. I can see on your website after logging in that my current outstanding is zero.
Agent: How do I know, maybe your card info got hacked. You block you card and fax us the bank statement.
Me: Please escalate the call.
Agent: I cant do that
Me: Why? You cant solve my problem...
Agent: I did
Me: How?
(Goes on for 30 minutes.. Finally his computer tells him that I did make a payment)
Agent: My system tells me that you JUST made a payment
Me: I made that 3 Hrs. Ago
Agent: You are lying.
Me: (Furious... but manage to keep my cool)
Agent: In fact you called me earlier in the day at 10:30 PM
ME: What!!! Its 10:30 PM right now... Are you sane?
(Brief Pause)
Agent: And you have not made full payment.
Me: I paid whatever was current outstanding.
Agent: What about the rest?
Me: The billing cycle is for 7th August. I have time.
Agent: So your current outstanding is NOT zero you see.
Me: Thats called the unbilled amount.
Agent: You need to learn maths.
Me: I need to speak to the supervisor.
I keep on demanding for a supervisor for 30 minutes and he flatly refuses... finally he puts me BACK ON THE MENU without my aproval. I connect to another agent to whom I explain the situation and he transfers me to the supervisor FINALLY
The supervisor tells me that everything with my account is fine, activates my account, lodges a comlaint against the agent and promises a callback within 48 Hrs.
I get no callback but my phone is blocked within 48 Hrs. again. I call up again to learn that some calculation fault by the website has led to me paying some 60 Rs. less and thats why the system automatically is blocking my phone. My Total outstanding in any case is way below my credit limit.
When I log on to the website I normally dont analyse my bill every month. If the amount is as expected I just hit on the pay button and pay whatever is the current outstanding CALCULATED AS PER THEIR WEBSITE.
Now where is my fault. And how can an agent tell me that I am a liar and do not know maths. I admit I am not strong in it :-)
I reminded them of the complaint but to no avail. I was waiting for a callback till date, but am now closing all three Hutch connections I have in favour of Airtel. I Dont know if airtel wil be any better, but I dont have any other way to express my frustration.
So please all you people
Hutch may be a cool brand to be associated with BUT
1) The network sucks (Its always busy and the coveragre aint great either)
2) Call center sucks (After 30 Minutes of trying to reach an agent this is what you get)
3) Billing errors (As explained above)
