[Resolved]  Hathway — Account No.: 1171378. Issues unresolved for last 25 days.

Address:

Mumbai City, Maharashtra

• I happened to meet Mr. Vajid (Cell no: [protected] / [protected]) at Hathway broad band office at Kandivali West, who explained me the plans and advised to go for 50Mbps, 10 GB monthly plan. • He advised me to take D-Link modem from Hathway by paying a deposit of Rs.1050/- and pay for 6 months at a go so that the installation is free. • On enquiring about the service standards on Saturday / Sunday (as I am not available on weekdays) Vajid told me to be rest assured. • He immediately came to my house, saw my system and took a cheque of Rs.4, 869/-. This amount includes 6 months subscription and modem deposit of Rs.1050/- • On afternoon of 2-Sept-14 the wiring was completed and on Thursday afternoon I got a call from Vajid and asked me for convenient time for completing the connection formalities. • I told him that I want the Hathway engineer to visit on weekend so that I will be able to understand the connectivity basics such as staying connected, adding / removing laptop / phones for wifi usage, etc. • He said that I need not worry about all those things and he will help me understand all those minor things once the connection is established. • I agreed to his request and accordingly on 4-Sept-14 at around 4:30 pm the Hathway engineer visited my place and internet connection was established on my system. Subsequently I received a message welcoming me to Hathway ISP. • I wanted to add mine and my wife’s cell phones on the wireless network, but subsequent weekend I was not in town… but was very happy with the way the connection was established quickly. • To add the cell phones to the wireless network and understand the basics, I have been contacting Mr. Vajid and he has been assuring me to send an engineer on weekend… which never happened till date. • Yesterday again on Saturday, 27-Sept-14 I called Vajid and asked him to look into my issues. Vajid was with his friend / colleague and was in between keeping my phone on hold for long time while talking…. actually making fun of me. • When I told him this is not the way to deal with customers, he demonstrated me the height of audacity, he actually asked me to go and complain to anyone I want… this is too much??? • I had to tolerate this undignified behavior as I wanted my wireless to start working. Then he asked me to call on some Mr. Abhay (Manager Support… that’s what he mentioned) on [protected] and talk to him. • I kept trying Abhay for 2 hours from 10:30 am but there was no response. Every time I called Vajid and told him, he said he must be busy… keep trying. • I again called Vajid and requested him to look into this. He promised me to visit my place at around 4:00 pm personally to resolve the issue. • Since Vajid, did not come to my place, I called him at 4:30 pm but he did not attend my call and later started disconnecting my calls. • Finally yesterday evening, I called [protected] at 6:15 pm and spoke to Mr. Rihan. I narrated my experience and requested him that someone should visit my place and explain things properly to me. • I also told him that till date I have not even received the invoice copy for the amount of Rs.4, 869/- paid which is absolutely absurd. • Rihan was apologetic and registered my complaint. He said, tomorrow being Sunday, he can’t guarantee an engineer to my place but definitely my complaint will be addressed through telephonic call. I received a SMS at 6:33 pm confirming my compliant 10832684 is registered. Then I got an SMS at 6:49 pm confirming my compliant 10832680 is registered. (Different complaint nos.) • Next day morning, to my utter surprise I got a SMS saying that the registered complaint[protected]this complaint no. does not match to any of the earlier complaint no.) has been closed. In case of query, please call Helpline. • Immediately at 9:20 am (Sunday, 28-Sept-14) I called the helpline on [protected] and the call was attended by Ms. Pooja Gupta. I told her that I have received this SMS saying that the complaint has been closed whereas my issues are still unaddressed and nor have I got any phone call from anyone. • Pooja said that this SMS (complaint has been closed) has been received means someone will be attending my complaint soon. Amazing reply... a complaint closed SMS because someone will be attending my complaint?? • I told her this is not logical, but she was very sure that this is the right way of working. • Now even after 2 days on Tuesday, September 30, 2014, still my issues are unresolved. I have paid for wireless connectivity and my main purpose of taking wireless has got defeated.