MTS / Sistema Shyam TeleServices [SSTL] — Best email writing skills but worst customer support skills

Address:	Jaipur, Rajasthan
Website:	www.mtsindia.in

I had been a customer of MTS data card for past 6 years. I had been facing speed related issue for last many months. I made several complaints in customer care but there was no action.

Then on 25 Dec 2015 I wrote to [protected]@mtsindia.in :

"Dear Sir,

I am very much displeased with the conduct of a MTS customer care executive who took the complaint numbered Dec-8220. I was trying o explain him the issue but he was as if lost in his own tune. He showed no interest to listen to me. Later I requested him to update my new address. He took the address and I asked him to repeat the same for confirmation. When he repeated, I understood that he made lots of mistakes and did not even note down the complete address. Due to his poor English I patiently tried to help him with the spellings. But he was so impatient that while I was repeating the address and the spellings he interrupted "Aap nischint rahea, aap ki address update ho jayegi". I asked him that how would it get updated when he has not entered the address correctly. At this, when I asked him to transfer the call to his supervisor he put my call on hold for few minutes without my permission before disconnecting it completely.

Sir, was he not supposed to ask me the spelling when he was not sure of it. In such a case I would have been very happy about his sincerity. It appears as if he is careless about his role and takes everything very lightly. This could be a serious attitude problem.

May I therefore request you to kindly take necessary action on this issue. I would also recommend you to kindly train him in very basic English communication as he is handling English speaking customers.

I have been using MTS for 6 years now. Earlier I was a pre-paid customer and now a postpaid customer. Recently I have been very upset with the way Technical and customer care executives operate and conduct with customers. This needs to be reviewed and if this continues then I don't know when I would decide to quit my engagement with MTS.

Thanks & Regards,
Sujoy Adhikary
MDN: [protected]"

Then I got a very nice reply on 27 Dec 2015:

"Dear Customer,

Thank you for writing to MTS.

We sincerely regret the inconvenience caused to you.

You have expressed your concern in the email dated Fri, 25th December '2015 regarding postpaid MTS number [protected] about unpleasant experience, we understand your concern and have taken a note of your complaint. Please accept our sincere apology.

We would like to assure you that your feedback has been shared with our concerned team to take the necessary action as per company norms to ensure such instances are not repeated.

We thank you for sharing the feedback and giving us an opportunity to improve our services. It is our privilege to have you as our valued customer and we look forward to a long and fruitful association with you. We earnestly hope that this does not affect your patronage to MTS.

Further, about address change request, we request you to visit at your nearest MTS retail outlet along with below documents to take the request for further processing.

• Address change form to be submitted (this will be provided by MTS retail outlet team).
• Proof of Identity (Same document to be submitted which was provided at the time acquiring the connection)
• New Local Proof of Address (In case of outstation address proof- Local referee name and address to be filled in CAF along with contact number).
• Self-attested coloured passport size photograph.

We would like to inform you that the change request will be processed within 72 hours after submitting the documents.

For your reference we have attached the list of valid documents accepted as proof of identity and address along with MTS outlets list.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh Kumar
MTS Customer Care "

Then I wrote back to them on the same day, 27 Dec 2015:

"Dear Sir,

Thank you for your prompt action. Also I would request you to provide a solution to the speed issue I am constantly facing for few months. I have raised several requests but the technical executives have never called me even once. They close the request on the pretext of the excuse that my number was not reachable. This cannot be not true. You can try my number +91 [protected] and you would know.

Thanks & Regards,
Sujoy Adhikary"

Again, on 28 Dec 2015, I got a very pleasant reply:

"Dear Customer,

Thank you for writing to MTS.

We sincerely regret the inconvenience caused to you.

You have expressed your concern in the email dated Sun, 27th December '2015 regarding postpaid MTS number [protected] about speed issue, we would like to inform you that we have registered a complaint to resolve the issue.

The complaint reference number is DEC/9547. We will update you on your concern by 29-DEC-2015.

Further, about dissatisfaction towards the resolution provided, we understand your concern expressed and have taken note of your complaint. It is unfortunate to note that your recent experience with us was not up to your satisfaction. We thank you for giving us an opportunity to improve our service.

If you require further assistance please do get back to us. We would be glad to assist you.

Thanking you,
Vimlesh Kumar
MTS Customer Care"

I acknowledged the above reply as follows:

"Dear Sir,

Thanks you for looking at the matter so carefully and promptly. I am positively looking forward towards the resolution of the issue.

Thanks & Regards,
Sujoy Adhikary"

Later I came to know from customer care that there is no complaint in open status. They are very clever in closing the complaint under the pretext that the called several times but the customer did not respond to the phone calls; liars.

Finally I wrote to them on 6th Jan 2016:

"Dear Sir,

I was very optimistic about your assurance. But it appears that this too turned out to be a fake promise. Yesterday I called up customer care and they said that all complaints have been closed. I argued that I am still facing speed issue. They said that they would arrange for a callback in 4 hours, however nobody called.

I sometimes feel like dragging you people to consumer court. But the easy way would be to forget this painful experience and relinquish the use of any MTS product. I would, henceforth, not use any MTS services and would recommend others to do the same.

Thanks & Regards,
Sujoy Adhikary"

Now I get regular calls from them threatening me with various consequences. One such caller is Pooja Rathode whose number is +[protected]
I would not disclose her complete number, as courtesy.

The conclusion that I draw is that MTS is very adept in writing pleasant mails, but their customer support is worst. They won't even read your complete email before replying. They must understand that if they continue to do this then they would not survive in the market for long.

Thanks.