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MouthShut Score

23%
1.75 

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Pathetic cust service,nodal officers&appellete Aut
Sep 10, 2019 12:38 PM 4328 Views

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I would rate them -5 Stars!


This is regarding my ACT FIBER-NET.


I always have connectivity issues. They claim that my router has a problem but finally figured out that it was a problem at their end.


I have spoken to multiple people like TL, AM, Nodal Officer and dropped an email to Appellate Authority which of no use.


Appellate Authority is yet to respond to my actual issue.


Below is the email I dropped to them yesterday and I got a Mail Acknowledgement telling


"Dear Patron, Your mail written to Appellate Authority Bangalore Circle has reached us. We will act on the mail at the earliest. You will receive a response within 24 hours


Sincerely, Team ACT


but I haven't got any response from them till now.


The email which I sent is below; This is not a SPAM I have spent a lot of time on this


I had connectivity issue and called your cust service yesterday(8th Sep'19) @ 7:45 am and spoke to an agent "Nirosha" but was not happy with the resolution she gave and she was ready to take a disconnection request to get rid of my call but I insisted to talk to her supervisor for which she told the managers to come to office only after 10:00 am as it was a Sunday. I insisted her to put me through someone Senior person on the floor for which she put me on hold and disconnected the call. I called back again, and "Komati" picked my call and put me on hold and disconnected again when I asked I wanted to talk to the manager. I called back and landed with Sowman who then transferred my call to "Krishnaveni" who claimed to be the TL, I told her the issue and about the agents who hung up on me. She told she will investigate the matter and provide feedback for which I insisted to get the "Call recordings/Transcripts" as I wanted to escalate this matter further. She informed me that she can’t do that as she is not authorized to do so for which I wanted to talk to her boss "Shashank Singh”, but she told me that the managers are not available and she can only arrange a call back in sometime.


I never got a call back from anyone and I called back your Cust Care by 2:30 pm, my call landed with "Pratyusha" and she told she will arrange a call back in 2 hours and put me on hold and disconnected again, I called back and spoke to "Karthik" the rudest agent I spoke to, he was not informing me but ordering me that I should wait for the call back and put me on Hold and disconnected again. I called again and spoke to another agent who dropped my call again after which "Krishnaveni" called me and told that she will escalate this issue and arrange a call back from Shasank Singh and meanwhile she will send me an email from helpdesk with all the details along with the action plan but as expected she failed to send me an email(haven't received it till now).


Later I got a call from the "Nagesh Prasad"(Claimed to be the Esc Manager) and he was not even aware of what exactly the issue was until I explained it to him coz "Krishanveni" did not mention anything on my account at all. I explained the issue and asked for the "Call recordings/Transcripts" for which he denied telling as per your policies he can’t share as he does not have the authority to do so for which I wanted to talk to someone who has the authority to do so and he asked me to speak to the Nodal Officer(Mrs. Sajala Vasu) for further details or drop an email to APPELLATE AUTHORITY.


I asked him to tell me which clause/point in your policy says you cannot share the details with me. He told me that he needs 24hrs to check that point and get back to me, but he still has not got back. I asked him to at least drop an email with all these details so that I have it documented for which he denied and told me that he will mention all these details on my account for which the Nodal officer has access to and I don’t have to explain the issue again.


I called the Nodal officer today(09th Sep’19) @ 12:25 pm hoping Mrs. Sajala Vasu can help me out with this issue. My call was picked up by Mr. Kishan and he was not at all aware of the problem coz “Nagesh Prasad” did not mention any of the details on my account. I again explained my problem to “Mr. Kishan” and all I heard from him is the standard cust care phrases “We will check and take necessary action”, I asked him to at least drop an email mentioning the action plan for this issue, but he denied it.


I insisted on talking to Mrs. Sajala Vasu but he told she doesn’t talk to customers and he is the only person we can talk to and I can escalate this matter to “APPELLATE AUTHORITY” as he can’t help me in this matter, and he was also ready for me to disconnect my services from ACT.


You can check my payment history, I have never delayed payment to date. This is not the kind of service I expected from your team, I have been ill-treated to the core and taken for granted. “This is an integrity issue and matter of my self-respect”.


With the way I have been treated, I have decided not to continue with your services. Will disconnect all your services shortly.Request one of you to call me so that I can explain the issues much better. I am assuming my email will be read by one of you and strict action is taken.


Awaiting response at least from your team!


Your most frustrated Customer!


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