[Resolved]  Jet Airways — Negligent customer service and cellular network provider

Address:

110027

It is with sad plight that i have to write this complaint regarding a network provider that i have been using for more than 20 years.

I have a vodafone cell number which i have been using for a long time. Recently i got a new phone which required a nano sim. As a result i called the vodafone customer care people who raised a request and delivered me a free 4g sim (For the same number) through blue dart yesterday (10/18/2016) at 4 pm ist. I followed the entire steps as mentioned in the letter to get the 4g sim activated.

As a result my 3g sim network got disabled. Now started the journey of inconvenience and pain with this network. Though my 3g sim network/ service got disabled but i realized that my 4g sim was also not activated. I was only able to make calls to the customer care center but was unable to receive any incoming or make any outgoing calls.

I have called almost 5 times today to the vodafone helpline number 199 since morning 5:27 am ist. I have spoken with anamika, sandeep and pankaj to name some. All these people who absolutely dont have any knowledge about their process keeps asking the same questions to without understanding the actual cause of the issue and without providing any concrete solutions.

So here's a brief description of the solutions being provided by all the them. When i called and spoke with a person without understanding the actual issue he transferred by call to anamika from data activation team. On speaking with anamika for 15 minutes she realized that she realized that my account was suspended due to which she wouldn't be able to provide the solution nor transfer my call to the previous team. As a result she asked me to call 199 again tell the team to provide me a resolution for suspended account activation.

I called the helpline again and they assured me that hey have raised a request and the needful shall be done. The sim would be activated and i would be able to make calls precisely after 2 hours. More than 6 hours lapsed and i called 199 again at 6:30 pm ist. I spoke with sandeep who told me that my request was raised to the incorrect department and that he has raised my concern/ request to the right team and it will further take 2 hours to get my sim activated. I called the 199 again at 8:30 and this time i spoke with pankaj who told me that the request was raised at 6:30 pm ist however, it will take 4 hours for it to e processed. All this time all the customer care people told me that it takes 2 hours to get the sim activated. He was the only one who asked me to wait for 4 hours. On retaliating with him regarding their negligence to understand the issue properly and provide timely resolution. He asked me to wait for another 1 hour for my sim to get activated. The time is 10:30 pm ist now. Its been more than 15 hours now and not 2 hours or 4 hours and still the [censored]ing sim is not yet activated. Still not able to make any outgoing calls or receive any incoming.

Considering the history of this huge brand who is one of the top cellular network provider. I fail to understand how could they keep careless and negligent people as part of their customer service team. They hardly have any process knowledge and hardly provide any satisfactory customer service to anyone. Now none of my sim is working (#g is disabled) and $ g unable to make and receive calls.

Now i know the final solution to this would be getting my network changed to airtel. It wouldn't even matter to them to lose one loyal customer but they should consider if they continue to provide a service like this, the day is not far behind when they will start loosing out all their customers.