Follow us
Log in        Register
     
 

ACT Broadband - highly insensitive to customers need and not very responsive

 
4 Reviews
User
  ambika.jan on Mar 25, 2014
I have been ACT broadband customer for quite some time now. I have been happy with the services, though there have been some glitches here and there but those were the times that even if the net is down for 2 to 3 days, it did not matter. Since, day before y'day (23-Mar-2014) we started to experience slowness though we have yet not consumed the entire GB that is allotted for our plan (around 40GB is the maximum download limit), we thought we will complain but waited for a day. Then, y'day (24-Mar-2014) since 4pm net connection was erratic and after some time we could not connect to the net, so we waited for some more time and around 6:30pm we called up the customer care; as I had an important webinar arranged at 8:00pm (and I had to get everything prepared and ready before it) and we could not expect this issue at this point in time. I did not know what to do, but thought after explaining the situation the customer care will do something about this issue. We did tell them we have an important call at 8:00pm and it is important for us to have net connection; as webinars on datacard is very bad. But, they never even bothered to that specifics we provided. Casually says within 24 hours this problem will be solved. We have seen this kind of behavior when you place a call in the evenings, they are least bothered. It sounded more like you like it or not, we are not going to do anything today. [We managed webinar with other alternatives. But, ACT guys attitude really disgusted me]. ACT promises for 24X7 internet without any issue, but that is broken. I understand there are downtimes, but the downtimes should lessen and not increase. Atleast have the courtesy to see what is the urgency and how can you look at it at the earliest; rather than being reluctant. And the next day, usually by morning the issue gets fixed and we thought some technician would come to fix this issue. Alas! no one. Also, today I had to take care of my kid so had to do a Work-From-Home. There is no net connection; I was really furiated at this point in time; I call up the customer care to know what is happening and the lady says she will take this on priority and I will get a technician's call immediately. But, none called. After 2 hours again I called up and some senior guy picks up the call and I just asked him to provide an escalation number to have this fixed as I need to do my work, I cannot wait and I am not sure what the issue was and neither has any one bothered to inform us about the status - we are clueless; Have they started to look at this issue? What is happening? Totally clueless. Then, he puts me on hold after about 2 to 3 minutes he says he has coordinated with the technician and now immediately they will look into this and then he says that the fiber cable has been cut (not sure if this is the right reason, I have my own doubts as the signal strength here is full, I can see the IP Address, this usually happens when there is connectivity but the service provider on their servers have put the connection on-hold; may be this is not true always and i would like to believe so - in this case as well) and it would take another day to fix and tomorrow by 4pm this will be fixed. I then asked him, who would compensate for the loss of the day. Why was this not communicated to us when we have registered a complaint earlier? Why is it only when a customer calls, ACT tries to find out the status of the issue? Really surprising. These sequence of events has led make me think that there is some other issue and thus making some excuse to just extend the fix. This call ends here. Again, after some time I called up to get the escalation number so as to discuss with some person who is higher up, who would be more sensible, responsible and let us know the exact reasons, status and help us understand. But, this guy again puts me on-hold and later says that his manager would call me in one hours time. Now, it is more than 4 hours and I have not received any call. This is the limit.

highly insensitive to customers need and not very responsive

Complaint comments 3 Comments     Updated:
Resolve this Complaint  

Comments

N Mar 25, 2014 by
User
ambika.jan  
 
Another thing I would like to point is that only ACT is the ISP which bills you even before the usage of the service, one month in advance. They are so proactive in billing and collecting the bills, then they should also be proactive to stop any issue that can cause inconvenience to the customer.

And if you delay in paying, they call you everyday, send you SMS everyday and really make your life miserable; not that we have used the service and we have not paid. Instead of investing all the energy and time to just bill customers before hand and collect bills, they should also proactively channelise it to prevent and get the issues fixed at the earliest.

I think, ACT being in this business by now should know that fiber cabels can get cut and that should not cost 2 days to fix, according to me.

I still like other features of ACT, but due to these insensitivity's and costing time to call, follow-up, etc. really frustrates. I wish this would be one of the cases.


N Mar 26, 2014 by
User
Act Broadband  
 
Hi Ambika,

We deeply regret the inconvenience. We assure you that your grievance would be escalated to the highest authorities and would be addressed on priority. Kindly share your customer ID or registered contact number with us.

Regards,
ACT Broadband
N Mar 28, 2014 by
User
dungmypham  
 
Alfred Madox avanti.worldexpress@post.com
7:54 AM (0 minutes ago)

to me
Hello Madam,


Good day, I am contacting you regarding this luggage being sent through our company by Mr Johnson Phuc Location England United Kingdom. to Vietnam.

Senders information:
Sender: Mr Johnson Phuc
Contact No: +447087640480
Address Location: 12 B214, Westminster,
London SW1P London W6

==============================

Receiver information.

Tracking No: 09837394730
Reciever : Pham Dung
Package code: 32632772323
Contact email: phamdung181185@gmail.com
Contact No: +84983899972 / +84934164305
Address: 21 nguyen hoi street, An lac ward, Binh Tan District, Vietnam


Madam confirm the information which is written above. Madam the package is here now with us in our address. but we discovered that the sender did not pay the clearances charger and handling fees. so we contacted him but we couldn't reach him. so we Oblige you to pay up the fees so that we can dispatch this luggage to the receivers as soon as we confirm your payment. below is the payment information. and the amount to be paid.


Total amount for the chargers : 29, 894, 736.84 VND


Bank Detail:

Bank Name :ASIA COMMERCIAL BANK
Receiver name: TRUONG THI HGOC HUYEN
Account No: 4214945900009739


So Madam as soon as you make the payment forward the payment slip to us by same via. as soon as you make the payment we shall deliever it to your address Immediately. we shall be waiting to hear from you soon.
they got me 1500$ to get luggage form Phuc Johnson
then after they say me send 2500$, i now i be trick


Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    Your Rating (1 star is bad, 5 stars is good) No Rating
    code
    ACT Broadband - highly insensitive to customers need and not very responsive