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MouthShut Score

23%
1.75 

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New Delhi, India India
Worst Customer Care ever
Feb 17, 2018 08:22 AM 60770 Views (via Mobile)

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ACT has the worst and most fraudulent customer service possible. The attitude of the company to take customers for a ride clearly reflects as to how one is treated by telephone support as well as on ground personnel.


I had raised a request for a connection shifting about 10 days back and after 15 calls and three visits to Act Office(inside appt), I still have no idea if anything will ever happen.


There are a lot of ironies in this:


1.ACT has a “wonderful” APP which they promote users to use actively. So one is “lured” into using the app to request a connection transfer. Mind you all they ask is new address and old address and all they tell you is you will be contacted within 48 hrs so basically nothing.


2.Being a loyal customer and maybe a stupid customer you wait patiently for three days for a call(72 hours staring at the phone waiting for the phone to light up with a call from the Gods(of speed) telling me the next step to eternal life,


Duh! Me and my high hopes, what happens instead is I end up calling customer care and I narrate my sad story with a hope of empathy from the other side, but that’s not what ACT execs are there for, in an authoritative voice I am commanded and scolded and it’s implied “How stupid can you be to not provide your documents and what the hell you haven’t paid the moving charges yet!”, not to reiterate a poor customer raising request using the app has no way to know all this


3.Many calls and pleads and angry conversations later I walk up to the local ACT office(INSIDE MY OWN APPT COMPLEX) yes they have their own office and server room here because they have a lot of people they could swindle and a market which boasts of more fools. Anyways coming back, there I see there hard working execs and my eyes light up maybe today is the day I will finally get a solution. Interesting snippets of conversations:


“Are you guys sleeping over my request”, I questioned. “Yes, we are!”, came the non challans reply.


“When did you get my request forwarded to you by any central team”.


“I am on leave for the last four days until the next few days,” said the illustrious ACT exec.


He is sitting there wearing an ACT T-Shirt watching a movie on his phone seeming to be a working on a laptop which surely suggests he was or is supposed to be working, he takes a call in between from another customer about digital tv query where again he passes on some lies and his response to some fibre team that that’s what they told how do I know. He again looks at me saying I am on leave, I look at the other two execs and I could see the smirk on their faces upon their ringleader's witty answers which basically leaves them with no work!


Customer care still claims they have sent details to the concerned team the required executives over several time. They would seem to be apologetic occasionally, but when u ask them for commitment if and when it will be done they go back to their gold standard non-communal reply.


It definitely seems to be a mistake to go ahead with a service with a company so deprived of its core customer value, shame on me!


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