ACT Fibernet — Reconnection and lack of professionalism and many issues

Address:

Hyderabad, Andhra Pradesh, 500045

Dear officer,

Hope you are fine and wish you would be taking some kind of action regarding the multiple issues and problems that I have faced for the past 6 days.

For your information, I am one of your customers, who has placed a request for reconnection and my account number is[protected] with registered mobile number [protected] and home address is 8-3-228/1280/146, jawahar nagar, yousufguda, Hyderabad.
Below are the lists of problems that I had faced because of mismanagement, unprofessionalism, lack of coordination, not keeping up the promise, etc. of your customer service team, escalation team, technical team, the receptionist at your branch office in Krishna nagar.

Problem 1: I requested for reconnection on April 1, 2016 and a technical person came to my home and reconnected the wire to the box, which was fixed at my home. The same day I received a call from a lady for the payment of amount, I told her that there is a power discount of 2 years (1200 rupees) and I want to go for 6 months plan rather 1 year plan (which I took earlier). She promised me that she would get back to me after taking permission from her manager about the same. Now here comes the issue, I waited for her call the whole Sunday and Monday and I received her call in the evening hours of Monday saying that she can give me power discount of 1200 rupees for 2 years and the amount I have to pay is 2893 rupees and she would be calling me within half-an-hour, but she didn’t turn up. I was waiting with my laptop and credit card for the payment of the amount. I made calls to your customer care service and they just came up with the sentence every time “I am sorry for the inconvenience caused and I am expediting the issue and it will be solved within 24 hours.” I know this clichéd sentence is taught to every customer service executive in your training rooms, but it was my bad luck that I had to listen to these sentences infinite times that I got fed up listening to it.

Problem 2: I applied for a reconnection and your technical executive’s work is to not to disconnect my service wire from the box and for your information, that box is fixed at my home. This technical executive, he came on Sunday evening when I was not at home and disconnected my wire and connected someone else wire though he is aware that I applied for reconnection and I have full right to let it be connected as the box is fixed at my home and I am paying the power bill from the past 2 years.

Problem 3: After not receiving any of the calls till Tuesday neither from technical team nor from the bill payment team, I requested your executive to escalate the call to the escalation supervision so that the issue can be sorted out as soon as possible. A lady by name Parveen took up my call and promised me that by the end of the day she would be sorting this issue out. I believed her words, but in vain. No one turned up at my home to reconnect the wire that was disconnected by the technical executive. I also informed her that I had waited nearly 48 hours just receive a call from backend team for payment of the bill and also told her that the lady didn’t call me or taken any action who has promised to call me within half-an-hour. And this lady (parveen) has given me reassurance that she would sort out the problem. I waited for the resolution for whole day and nothing happened.

Problem 4: The next day i.e., on Wednesday I made a request to escalate my call again to the escalation team. I don’t know it was my fortune or misfortune, the same lady (Parveen) has taken up my call and she again came up with the apology and a fake promise that she would personally call after 10:30 a.m. after speaking to the backend team and sort out the problem but nothing happened. She didn’t even call me that she was not able to keep her promise because of some reason.
Problem 5: When there was no response from any of the teams and no call backs, I again requested the customer care guys to escalate the call. Now another lady (Bharthi), she picked up my call and she reiterated the same thing and same fake promise. Moreover, I don’t understand who has made this lady an escalation supervisor who doesn’t know the mode of payments. She was saying that I cannot pay the bill by my credit card. She said credit card payment is only for some customers, not for everyone. I thought I must check about the mode of payment with someone else too and again called customer service and got an answer from one of the customer service executives that I can go to branch office and pay the amount through credit card or else can walk-in in any of the mee sevas and pay the amount. Because of these two ladies (parveen and bharti), I came to know that your escalation team members has no knowledge about anything and are truly unprofessional in retaining the customer and keeping up the promises and honing the knowledge about the service that they have to give.

Problem 6: I went to your branch office, which is in Srinagar nagar on Wednesday afternoon and told the lady who was at the reception about the issue. She said within 4 hours she would be sending a person to reconnect the wire. I made a request that I want to pay the amount as you have assured me that the problem will be sorted out. She denied taking the bill amount as she is looking for some kind of feasibility. I did not understand what feasibility she is looking for. She said I could do online payment after the portal is reconnected. Here comes the catch, she is not aware that I cannot pay the amount through act portal page as my account is still in deactivated mode. She too does not have any knowledge about the mode of payments.

Probem 7: A technical person turned up in the evening hours of Wednesday and reconnected the wire, and then I made call to your customer service just to let them know that I can see the portal page and I want to pay the amount. A customer service executive by name Ashwini has taken up my call and my goodness what a harsh tone she was maintaining while talking to me as of she is doing me a huge favor to me rather doing her duty. Oh my my! In my life, I never talked to such kind of executive who does not know how to empathize the customer and the attitude she was showing was intolerable.

Problem 8: I went to mee seva to pay the amount at 7:30 p.m. on Wednesday. When this mee seva person checked on the bill, it showed that it is not yet updated. It was the duty of the executive who called me up on Saturday for paying 2893 rupees to update it, but she neither called me up (as she promised to call within half-hour) nor she updated the details and again I was unable to make the payment.

By the end of Wednesday i.e., April 6, 2016, I faced these many problems and do not know how many I have to face in future.


Thanks and regards,
Syed Sarvar