[Resolved] ACT Fibernet — payment made but not installed and irresponsible customer service

priyake

from Hyderabad, Telangana

Address:

SAME AS PRIMARY APPLICANT, Hyderabad, Andhra Pradesh, 500037

I made a payment on 05th may 2019 for internet connection. Reference number is actb[protected].

Phone number: [protected]
Name: babu rao kethineni
Location: hyderabad

Their executive came on monday and collected documents and said that a technician will come and install. As nobody came, i called on tuesday. Customer service is pathetic, unprofessional rude and irresponsible. They kept saying that i will get a call which never happened. I called on wednesday. Customer care executives kept disconnecting my call and one lady said again that i will get a call which never happened.

I contacted the person who collected the documents and he also kept saying that he will send the technician but that did not happen. I called today and again they disconnected my calls. Their website states it is 24 hours service but this is false and misleading. I can't even cancel as they keep disconnecting the call. Now, i have no money and no connection.

If this is how they treat a new customer, no wonder why i want this to be resolved asap. I just called thrice today, and when i spoke to the sales team they said you should speak to the service team and they disconnected my call. I contacted the service team, they kept saying that they don't have my account at all and should speak to the sales team and this agent was very very rude and not empathetic at all. Now i am on hold for a long time and disconnected my call. I called the service team and this guy was not able to get my details and said that we can't do anything and i have to speak to sales team and he disconnected my call as i got upset. I called the sales team and once again another guy said the details are available online and they deal only with new sales i have to speak to service team and will transfer the call and the call got disconnected.

I really regret considering the services of this company.

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May 13, 2019

Complaint marked as Resolved

I called customer care on Saturday and was yet asked again to wait for 24 hours. I had no choice but to write an email to the nodal officer (e-mail address is on their website) and the appellate authority and to my surprise, they responded immediately and made somebody to contact us. I got the installation done today. Though I am happy that the nodal team responded, I am still upset that the customer care did not take any ownership to resolve the issue which is simple.Hope they give proper training to these reps and improve their team co-ordination.

customer support has been notified about the posted complaint.

May 09, 2019

Updated by priyake I called the service team and this time with some effort a guy was able to see the records. He said that the account id has not been created till now by the concerned team which is the reason for the delay in installation. He asked me for another 24 hours again. I have no choice, do I? I said that I wanted to cancel it and you know how he responded?? His words, " How can we cancel when we don't even have your account id?". Is he asking me a question??? It is as if I did not do my job in getting my account id created. There is nothing I can do now but to just wait and keep calling these people only to be DEMANDED to wait. If this is how they treat a new customr, no wonder how they consider the issues!!! I either want the service to be installed or cancelled and refunded full amount in 24 hours. Contact details: [protected] Babu Rao K

May 09, 2019

Updated by priyake I just called the service team as I wanted to get a contact number of the concerned team who is supposed to create an id and this time, and again this lady was unable to pull up my records. What should I say????? I said I just spoke an hour ago with a guy named Sai from her team and he was able to see my records with the same phone number.She spoke so rudely and said to me that I have set my mind to misunderstand her. I told that your mind is not right not mine and she said ok fine and disconnected the call. I was not rude and she used this statement against me. I really can't understand how they are trained to be so rude to their customers. They don't have respect for others and are not scared to even disconnect the call. What kind of ethics is this business following???? I have worked for international customer care as a quality analyst and have 6 years of experience and do you know what happens if somebody speaks like this. You would loose your job!!!You people just remind that this is India and this is how we are going to be!!!

May 11, 2019

Updated by priyake Called on Friday, no surprise...was asked to wait 24 hours for a call. No call!!! Called today, again asked to wait 24 hours. This is the only statement that I am hearing from the customer care since Monday! Can't cancel neither can get connection. Completely stuck with no connection!!!

May 13, 2019

Updated by priyake Called on Saturday and was yet asked again to wait for 24 hours. I had no choice but to write an email to the nodal officer and the appellate authority and to my surprise, they responded immediately and made somebody to contact us. I got the installation done today. Though I am happy that the nodal team responded, I am still upset that for all the calls that I made to the customer care since Monday, nobody helped. Hope they give proper training to these reps and improve their team co-ordination.