[Resolved]  Idea Cellular — High Level Complaint to be resolved on Priority

Address:	Mumbai City, Maharashtra, 411048
Website:	www.ideacellular.com

Hi Nishant & Team,

Thank you so much for your swift response.

However, it seems that you haven’t read my email properly. Let me answer your response one by one.


We sincerely apologize for the inconvenience cause to you. We absolutely understand your grievance and realize the distress that you have undergone.

 Is your Sorry or apologize going to resolve my issue? Of course not, then what is the use of saying Sorry or apologizing?

Further, we wish to inform you that services of your number has been restored with effect from 21st May 2016 as you have made payment to previous operator and currently services are active at our end.

 However, I am still unable to use 3G Internet service, call waiting & call forwarding facilities on my mobile due to technical glitch (as per your customer care representative) and it’s impossible for me to find out the exact problem as I am not an IDEA employee. I really wonder that Idea has employed educated people or it seems like they are all ______________ human beings.

However, if you have any issue related to SIM card then we request you to visit nearest My Idea to get your SIM check.

 I have already mentioned on my earlier email that I have changed my SIM twice after visiting your store and both the times it was checked by your staff only not me. Do you want me to stay back in your Idea store until my problem gets resolved? And if so then who is going to pay the salary for the days I would be absent from my work as Wipro surely will not be paying the salary?

We request you to click on below mentioned link for My Idea details.
http://www.ideacellular.com/idea/select-circle?PlanType=StoreLoc

 Why should I click on the above link when I am having other problem which can be resolved by your team only not me? Do you really think that I am an unemployed person who doesn’t have any work to do in day to day life and he can waste his time by clicking on the above link for just doing timepaas?

Moreover, we wish to inform you that MH_N_Wipro_245_1000 bill plan is active on your number along with 3G 349 3GB FUP GPRS pack with effect from 19th March 2016.

 Can you please let me know the name of the person of your company whom I can meet in Pune, Maharashtra nearby Pune Railway Station or Camp Area so that I can show it to him/ her the excellent services providing by your company is not at all working on my Mobile (3G 349 3GB FUP GPRS – Has been stopped since 19th May 2016 morning)? I would suggest you to read out the email properly before replying to any email. If you would have read my email properly, you wouldn’t have written above statement.

Also, we have taken note of your feedback. At Idea, we immensely value your feedback and suggestions for further improvement of our services. Thank you for writing to us at Idea.

 Can you let me know the use of writing such statement in your email when you are not at all able to resolve customer issues/ problems? Do you really have a common sense or you are just writing what company has asked you to write?

We have addressed your services concern which you have raised through your email. Since you are our valuable customer we recommend you to enjoy our special dedicated helpline without IVR on 12345 for any of your concerns. The agent assistance on this helpline will give prompt service 24x7. Thank you for writing to us.

 What do you think I have invested 90 minutes of my time just to receive the response as “we recommend you to enjoy our special dedicated helpline without IVR on 12345 for any of your concerns”? I have many other things to enjoy in my life. Do you also enjoy by calling any customer care? What kind of statement is this, so pathetic?

Should you need any further assistance, please call our Customer Service help line number 12345 or email us at [protected]@idea.adityabirla.com. You can also check your account details by creating your account on our website www.ideacellular.com; if you are a corporate customer registration can be done by the authorized signatory of the account. Moreover, you can also download My Idea App from your smartphone for easy access to your Idea account.

 I have logged a complaint to resolve my issue. I have not asked the questions like “How to create an account, How to download My Idea App & what is Idea Customer care helpline number or email ID”. Again, what is the use of mentioning such statements in your reply which are not at all relevant to my issues?


Instead of the essay that you have written in your email, if you would have written 3-4 worthy lines which could have actually relevant to resolving my issues and pointed to a right direction then I would really have been grateful to you. But, you also wrote like a ROBOT not as a human like the customer care representative responded on the call.

Apart from all this, I did ask three questions on my earlier email which I am still awaiting the response for. Hence, would request you to answer below questions raised by me on high priority otherwise, I will not have any other option but to escalate this to your MD/ Chairman (Mr. Himanshu Kapania/ Mr. Kumar Mangalam Birla) directly. I will somehow manage to get either their email ID’s or mailing address. So, you can better understand what can I do or where can I go to resolve my issue.

1. All I want is to get all the services such as Internet, call waiting & call forwarding etc. activated on my mobile ASAP as failing to this would lead to customer high level dissatisfaction. – Need appropriate answer

2. The rental charges should be waived for the days I have not used my services as I am not going to pay any amount for those days at any cost. – Need appropriate answer

3. If same problem would have happened to the Owner of this company/ CM of Maharashtra/ PM of India then would this have taken the same amount of time by your company? – Need appropriate answer

Just to update you that “I have managed to get the email ID of Mrs. Pragnya Ram (pragnya.[protected]@adityabirla.com) – Group Executive President at Aditya Birla Group” though I have not kept her in CC this time but I could if not resolved on high priority.

I need the answer of all three questions raised by me at any cost along with the resolution.

Thank You.

Regards,
R K Manishan