[Resolved]  Loop Mobile — Worst Customer Service Experience

The following complaint was sent to Loop Mobile via email. I haven't received a reply from them. May be they are thinking what else to write than apologies :(
[protected][protected][protected]-----
From: [protected]@mypacks.net
To: mobile.[protected]@loopmobile.in
Subject: WORST Customer Service Experience with Loop Mobile
Date: Mar 3, 2010 2:42 PM
Hello,

This is regarding the WORST customer service experience I have always had and recently had with BPL Mobile.

I have been using the # [protected] for more than 5 years. Recently, I received a message from Loop Mobile asking me to submit the documents to verify my identity and to prevent the suspension of the number.

I can certainly understand that in order to prevent the misuse of cell phones, the Director of Telecommunications requires the proof of identity for cell phone subscribers. As mentioned earlier, I have been using this number for more than 5 years now. Approximately 3-4 years back, I received the same messages from BPL Mobile (it was not “Loop” at that time J) and I had submitted the proof of residence & identity at the BPL Mobile Gallery, Naupada Branch, Thane[W].

I was surprised and upset too to see this message once again from BPL Mobile on my cell phone and contacted the phone support for help. The representative over the phone could not provide any reason as why I was asked to resubmit the documents. The person just read the message on his screen which was exactly the same message I had received from BPL Mobile. I was kept on hold several times and the person ended up stating that the “photo I had submitted last time was unclear and hence I had to resubmit the documents”. How come the documents were accepted at the BPL Mobile Gallery, Thane 3-4 years ago if the photo was unclear? Do you find any reason for this answer?

I had to then rush to the BPL Mobile Galley, Thane on weekend [spending the only time I am able to give to my family] to resubmit the proof of residence / identity. Once again, there was a wait time of approximately 20 minutes before I could reach to the counter. The lady over the counter was quite helpful.

Here are some of the concerns in addition to the above mentioned WORST experience with the Customer Service over the phone:

1. Please arrange for more chairs / improve the existing sitting arrangements at the BPL Mobile Gallery, Naupada Branch, Thane[W] as many customers have to “stand” waiting to reach to the counter. Though the LMS, Thane closes at 8 pm[to my knowledge], the shutters were pulled down before 8PM and some of the customers had to argue with the security to get in the store.
2. I have been receiving a lot o[censored]nwanted / marketing messages from various numbers on my cell phone. PLEASE STOP MY PHONE NUMBER BEING SPAMMED TO THE MARKETING LIST.
3. The only thing that BPL Mobile has done from past 5 years is the monthly rate has been downgraded to 50 paise/minute whereas other providers offer 1 paisa/second billing. The only reason I have stuck to BPL Mobile is all the other service providers have the same story when it comes to offer something important called as “Customer Service”. I am surely waiting for the day when BPL Mobile will have the prepaid subscribers on 1paise/second plan.
4. The day will come in the near future when cell phone subscribers will be able to port their phone numbers to other providers and this will be a very good LESSON for ALL cell phone service providers who have loyal customers like me waiting and waiting and waiting to hear something positive about the service.

In short, you care [censored] about your customers.

I hope that some one in the higher management carefully goes through this email and that this email does not go through the L1 so called “customer service representatives” who are expert in only copying and pasting. I also hope that necessary steps are taken to ensure that this type of situation does not occur in the future.

I would like to receive a written apology from Loop Mobile regarding this matter.

A Very Dissatisfied Customer,

Umesh Bapat