MTS / Sistema Shyam TeleServices [SSTL] — Pathetic Internet Service and Horrible Customer Care experience

Dear Team,

I am a consumer of "Reliance Wi-Pod" Powered by MTS 3GPLUS NETWORK since June 2016. My Datacard number is [protected]

Product Features are:
Download Speed o[censored]p to 14.7 Mbps
Upload Speed o[censored]p to 5.7 Mbps

Complaint 1. Pathetic Network Speed

I contacted customer care for this concern and informed them that I have never got a downloading speed more than 150 Kbps. Net surfing speed doesn't even compete 2G internet.

I was advised that there is some temporary technical and network glitch going on and they assured me that it will be improved soon. Unfortunately, that didn't happen. I am still suffering with the poor and intolerable network service of MTS.

Complaint 2. Horrible Customer Care Support

Since I have purchased above mentioned product, I recharged timely and got my Data balance carry forwarded. Last time my Data balance was expired on 25 Nov 2016 and I had a Data balance of about 10 GB. This time I did not get any intimation of data expiration as I had been intimated earlier. Next day on 26 Nov 2016 when I was unable to access Internet service, I recharged immediately and requested customer care team to recover my Data Balance as I paid for that and spent my hard earned money. Customer care did not even registered my request and denied very rudely. Thereafter I wrote an email for the same request and also asked for the amount of Data balance which I had lost.

Instead of appropriate and to the point answer, customer care sent me template emails. There is nothing like customer care.

*They don't even understand what I have written*
*They don't even have a will to give satisfactory and to the point answer*
*They don't even do a research before answering to customer*

The complete conversation is as below for reference:

( Vinay Sharma to customercare Nov 28 (12 days ago)

Dear Customer Support,

My MTS Datacard no. is [protected]. Kindly reinstate my data balance of around 10 Gb which was being carry forwarded from months and was lost on 25 November. This month i did not get any intimation of data expiration, on next day i came to know when i was unable to access internet. Thereafter I recharged instantly.

Please assist me.

Regards,
Vinay Kumar Sharma

MTS Customer Care to me Nov 28 (12 days ago)

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 Mon, 28th November '2016 regarding prepaid MTS number [protected] about balance carry forward, we would like to inform you that you need to recharge your account with a balance carry forward pack within the validity in order to get your balance carry forwarded. Further, we have mentioned balance carry forward feature against the limited STVs only on our website.

About intimation, we would like to inform you that MTS team intimate their customers through SMS option only. SMS must not have reached to you due to reasons like number out of coverage area, mobile number is switched off, and etc.

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

Thanking you,
Saurabh Singh

Vinay Sharma to customercare Nov 28 (12 days ago)

Hello saurabh

Kindly check the data balance which i have lost.

MTS Customer Care to me Nov 29 (11 days ago)

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 Mon, 28th November '2016 regarding prepaid MTS number [protected] about data balance, we would like to inform you that currently 3652 MB of data has been left in your account and same is valid till 23-Dec-2016 23:59.

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

Thanking you,
Anuj Mukherji

Vinay Sharma to customercare Nov 29 (11 days ago)

Hello,

I asked about data which I have lost on 25th November. Reply only after reading past conversation.

MTS Customer Care to me Nov 30 (10 days ago)

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 Tue, 29th November '2016 regarding prepaid MTS number [protected] about balance carry forward, we would like to inform you that you need to recharge your account with a balance carry forward pack within the validity in order to get your balance carry forwarded. Further, we have mentioned balance carry forward feature against the limited STVs only on our website.

About intimation, we would like to inform you that MTS team intimate their customers through SMS option only. SMS must not have reached to you due to reasons like number out of coverage area, mobile number is switched off, and etc.

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

Thanking you,
Vikas Mehra

Vinay Sharma to customercare Dec 1 (9 days ago)

Hello MTS Customer Care Team,

I expect appropriate answer to my question. Do not irritate by sending template emails.

Can you expedite and escalate this matter to next level so that i can get appropriate answer ?

MTS Customer Care to me Dec 1 (9 days ago)

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 Thu, 01st December '2016 regarding prepaid MTS number [protected] about balance carry forward, we would like to inform you that we have checked the details and found that you have recharged your account on[protected] which was valid till[protected] as per 28 days validity. However, you have recharged your account on[protected] hence your data was lapsed. We are unable to reverse the data balance.

Further about not receiving the message for validity expiration, we would like to inform you that MTS team intimate their customers through SMS option only. SMS must not have reached to you due to reasons like number out of coverage area, mobile number is switched off, and etc.

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

Thanking you,
Vikas Mehra )

It is really sad that MTS claims 100% customer satisfaction in their services. However, I have not experienced the same in my case. Even though my complaint has not been entertained timely and properly. Thus, I reached to you in the hope that you would help me out to resolve my problem and assist me in getting justification from MTS services.

(Note:- one side consumers of "Reliance Jio Infocomm Limited (RJIL)" are enjoying hassle-free high speed Internet for free whereas on the another side consumers of "Reliance Wi-Pod Powered by MTS 3GPLUS NETWORK" are suffering from this paid pathetic Internet speed and Horrible customer service)

***All I want Justice for my Hard Earned Money and My Time***

Regards,

Vinay Kumar Sharma