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No Customer service ethics and just money oriented
May 14, 2019 02:57 PM 15012 Views

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I have migrated to Hathway by seeing the message ad which said 150 Mbps speed with 1000 GB under rupees 1000 with free WiFi router and installation. Contacted the executive and the process started via whats app. They were so Un-professional and lazy instead of meeting personally to complete all the procedure they wanted it to be done via whats-app(including payment link, id proof, etc), No documents no terms and condition were informed. I too provided the details and paid Rs 1343(Rs 400 security deposit) thinking they are using the technology to make the process simple and easy. But it was not, they just wanted the money from a customer without giving proper service and information.

Post connection I was getting only 40-50 Mbps I raised the concern but I got the reply from Hathway is the "FREE" router which they provide does not support 150 MBPS and if the customer wants 150 then they need to connect via LAN or need to purchase 3rd party router. I used the service with low speed for a few days and the internet was getting disconnected too often. I got frustrated, raised several tickets and called uncountable times to disconnect the connection and give me the full refund amount. Below how the conversation goes.

ME:- I was not provided with 150 MBPS speed and nor any information before taking the money. With free router support only 50 MBPS which was provided by you.

Customer support:- Sorry for not informing but we cannot refund as it is pre-paid.

Me:- But I was not given any information on your router capacity by any of your executives nor it was there in the advertisement. So I was fooled and money was taken without giving the service.

Customer Support:- Sorry for not informing we cannot refund as it was a prepaid connection. And nor the security deposit can be refunded as customer needs to use Hathway for at least 3 years(THESE WAS ALSO NOT INFORMED).

I let it go. After few more months, I got a call with some offer and now the executive says over the phone that this time the free router will support 150 MBPS and you can continue the service, but you need to pay it first sir. I was like let's try for a month and see but I will pay post checking the speed.

The technician comes home and says I need to pay for 3 months in advance then only we will give router which will support 150 MBPS.

So guys before buying it check the speed and then pay. Ask them to say all the hidden information. Customer service is worst I have come across from anyone in any field with UN-professionalism people working.

Better to pay some extra bucks to another broadband provider instead of Hathway and receive such CON tricks.

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Hathway Broadband