[Resolved]  MTS 3G Broadband — Poor Services

Address:

Gurgaon, Haryana

To ,
The Consumer Court
Date- 14 Jan,2012.



Respected Sir,

I am a resident of Gurgaon. I would like to register a case for MTS 3G Broadband connection. I bought this connection on 29 Dec, 2011 through Matrix Marketing Solutions located in New Delhi. Since the day I have bought this connection I am facing so many issues.

In December I had registered many complaints against them for more than 6 times in a month. In Order to register a complaint I had to call MTS customer care which is also not a toll free number and that too for more than 2 times in a day. Different customer care representatives came up with different solutions and promises.

In December I had registered a complaint in the night because the connection was not working. Around 11 pm Mr. Prakash (Customer Care Representative) picked up the phone , the conversation lasted for 30 mins and told me that it would start working within next 3 hours but nobody from technical team called me up. Next day when I again enquired I came to know that my complaint was not even registered.

I had bought an unlimited connection wherein you can use it as much as you want but they deactivated my services twice in the same month (Dec 2011) saying that you crossed the download limits. For both the times it remained disconnected for more than 24 hours. Despite of taking an UNLIMITED CONNECTION.

In December my connection was deactivated because of the wrong submission of address documents. I had bought this connection through Mr. Sandeep , his company address is A-96, Saket, Near Metro Station, New Delhi – 110030. Mobile No is [protected].Due to his mistake my connection stopped working. But again on 10 Jan 2012 I came to know that after a Prepaid recharge of 999 my services has been again deactivated due to wrong submission of address documents once again for this time. I called up Sandeep many times sometimes he didn’t even bother to pick up my call . And sometimes he didn’t even. He gave me Navneet number [protected] saying he’s the one responsible for submitting my address proof documents. Only once he picked up my call and after hearing my problem he never even bothered to talk to me . I had called him for more than 50 TIMES.

Even till now he has not submitted my documents. And in there database they still have wrong address proof. I ‘m struggling a lot because of my retailer who says he is not responsible for this.


Although, they activated my connection on 12 Jan 2011. But I’m not able to use the internet services. Again, I enquired in the MTS Customer care department because I was facing this issue from 10 Jan.

They told me I’m facing this problem because of the missing Patch Files. I went to the cyber café didn’t find a clue to download the patch files called up again on 11 Jan 2012 morning to know how to download patch files again the mts representative told me that your connection has been deactivated due to wrong submission of address documents. When I told him that the representative told me it’s because of the of the patch files he said we need it only when we are on roaming.

He registered my complaint on 11 Jan 2012 (Complaint Id – jan4810) and he said that once my connection is activated they would restart the billing cycle from the day it would be activated.
I kept on calling My retailer (Sandeep) and his friend Navneet who didn’t address my problem.
On 12 Jan the connection was activated . But the address was still wrong . I checked the connection by using my datacard but it gave me the same error I got on 10 Jan 2012(can’t access the serial port you don’t have the permission.) I again called the Mts department every time I called the call lasted for more than 20 mins. They again registered a complaint(Complaint id- JAN5459) saying it would be corrected and soon I would be receiving a call from Technical department .I did get a call around 4,30 to check the device from Mr Subhash . I asked the technical dept person to call me up again after half an hour to confirm . I checked it and again it was giving the same error (can’t access the serial port you don’t have the permission.)

I didn’t even receive a call back . So I had to call them up again otherwise they would close the office by 6 pm(Technical Dept). The representative said that don’t worry madam somebody would be visiting your house tomorrow for sure(call lasted for 30 mins). And again he raised the same complaint with same id on 12 Jan 2012(JAN4810) saying that it would be corrected in next 10 working hours.



On 13 Jan 2012 I received a call from Tech Dept and I again checked the device. I again asked them to call me back . The device was still not working. This time I didn’t even get a call back . So again I had to call the cust care service. Raised a complaint (jan4361) A lady picked up the call said today nobody can visit your home. It would be corrected only within next 10 hours at 1, 15 pm in the afternoon. I struggled a lot to explain her that this is what I have been hearing for so long (call lasted for 30 mins). She was not ready to listen a anything. I asked her to transfer the call to the supervisor but she didn’t. So I hung up.



I again called up the mts department to reverse my Rs. 999( Recharge Amount). Finally, the call was transferred to the supervisor Deepak Tyagi . He said it would be most probably corrected within next 24 hours and when I asked him to again register a complaint he didn’t do it saying it’s not possible there is some technical issue. Though, just few mins back I had registered a complaint.

On 14 Jan 2012 , till now I have not received any call . Nobody from the technical dept has called me up. I am tired of calling the customer care dept and Sandeep who are least bothered to look into this issue.


I am paying for these days and I’m not able to use the services. They refused to REVERSE THE MONEY AND ALSO TO RENEW THE BILLING CYCLE.





I look forward to you. I hope you will please look into this matter and would try to resolve my issue.
Your anticipated cooperation in this matter would be really appreciated. Please try to resolve this issue.


Thanks & Regards,
Priyanka Ojha
U-76/3.4,
Dlf Phase-3,
Dlf City ,
Gurgaon,
Haryana – 122002.