MTS / Sistema Shyam TeleServices [SSTL] — Very low speed and unpleasant customer service

Address:	600011
Website:	www.mtsindia.com

After visiting MTS Chennai, Perambur store 3 times, bearing poor reply, I got MTS postpaid dongle in pongal offer for Rs 799/-. Their postpaid plans were attractive.

Faced 1st issue on activation of the device. They said signature which was featuring in my license (got 7 years back) did not match my current signature. After few tough calls, device was activated with a 24 hours delay.

Device got activated on 15th Jan 2016 and gave me very slow speed on 0.2-0.3 Mbps. Called customer care on same day to raise complaint. But they forced me to check speed for one more day and raise a complaint.

Checked speed for 2 days and results were same.
Following this I visited MTS Perambur, Chennai store to surrender the connection on 18th Jan 2016.

The representative told

1. To give dongle to them to check malfunction for device
2. Technical Back-end team will come to check your connection at home.

But till 20th Jan 2016 no technical team came. No response from the MTS representative from store. They were having my device.

Dongle was withheld by them full day of 19th Jan 2016 and on 20th Jan 2016 we approached them for a solution. The representative again asked us to check speed.Dongle given back.

On 20th Jan 2016 speed check as follows:

1. At 12:14 PM - 0.80 Mbps
2. At 01:0 PM - 0.36 Mbps
3. At 2.44 PM - 0.67 Mbps
4. At 5.10 PM - 0.47 Mbps.

Regular mails were written to MTS (All mails attached below for reference). MTS Representative Mr. Ritesh Mahendra wrote back that refund is not possible because we have not raised a complaint. But complaint email was written within 2 days of problem.

Adding to all upset, I have called customer care on 20th Jan 2016 to surrender and get refund.

20th Jan 2016 call:

Shasikala, MTS representative from escalation desk gave me below reply

1. We cannot see mails which you have written
2. We cannot process surrender
3. We cannot give you ticket or reference number for the call made.
4. Surrender of device not possible. Only connection complaint raised (Ref No JAN9344).

Further 21st Jan 2016 I visited MTS perambur shop to surrender the connection and avoid further head ache. But MTS representative told

"Reimbursement of device amount is possible only i[censored]sage is below 1GB and within 15 days".

To my shock the usage was 900 MB they said. A device which is giving 0.2-0.3 Mbps speed is showing usage of 900 MB. We fought back with them. But no further proof on day-wise usage or any other further info is given.

The MTS representative at Perambur shop told me that[protected] network team will visit my residence to check, Between 12Noon-2Pm.

But no technical team came. Only series of calls with confusing replies and united effort to not pay my device cost and further loot money from me.

For your kind info, we went 3 times to MTS store to get this connection as I had very good brand image on MTS. But my experience is something contrasting to my belief.

DO NOT BUY MTS . CUSTOMERS ARE TREATED VERY BADLY WITH NO SUPPORT. I FEEL BAD AND WANTED TO SAVE OTHERS.

xxxxx
Date: Sun, Jan 17, 2016 at 7:38 PM
Subject: MTS dongle - connection surrender
To: [protected]@mtsindia.in

Dear MTS,

I got an MTS postpaid ultra wifi USB dongle with 10GB (5GB day+5 GB night) plan on 13th Jan 2015.
The dongle got activated on 15th Jan 2015 after user verification.

But we are sorry to say that speed in utterly slow at 0.21 Mpbs which is check during different time in a day and at different locations.
I raised a customer call complaint on 16th Jan 2015 to surrender the card and cancel the plan. But MTS representative requested me to wait for one more day and check the speed at different time period and at different location.
As speed is stuck at 0.21 Mbps it is difficult to use for normal internet usage.
I want to surrender the device and cancel my plan. Kindly reimburse the amount paid for dongle.


Regards,
Customer


[protected] Forwarded message[protected]
From: MTS Customer Care
Date: Tue, Jan 19, 2016 at 12:21 PM
Subject: RE: MTS dongle - connection surrender
To: "xxxxxxxx"

style='orphans: auto;text-align:start;widows: 1;-webkit-text-stroke-width: 0px; word-spacing:0px' v:shapes="_x0000_s1026"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, 17th January '2016 regarding refund of data card, We would like to inform you that to resolve your concern we would require the 10 digit MTS MDN number. Kindly provide us with the same.

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

Thanking you,
Ritesh Mahindra
MTS Customer Care
________________________________________
' alt="SelfCare Img" v:shapes="_x0000_i1026" MTS My Account - Your account on your fingertips!
• Online Bill payment
• Check your prepaid balance and postpaid bill amount
• Last 5 Recharge History
• Register your query/complaint and track same
• Last 6 months bills & much more is click away
Just logon to www.selfcare.mtsindia.in and register yourself for ‘My Account’
1035897
The reference number for this e-mail is 1035897.


[protected] Forwarded message[protected]
From: Madhumathy Vijayakumar
Date: Tue, Jan 19, 2016 at 6:52 PM
Subject: RE: MTS dongle - connection surrender
To: MTS Customer Care


MTS number 8xxxxxx414
On 20-Jan-2016, at 8:21 AM, MTS Customer Care wrote:
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, 19th January '2016 regarding postpaid MTSnumber 8xxxxx414 about refund policy, we would like to inform you that if the customer have used less than 1 GB data and raised a complaint against service related issues within 15 days from activation then he would be eligible to get a refund. However, we have not received any complaint from your side. Hence, we are unable to refund the cost of the data card.

Further about speed issue, kindly write us back with below details to raise a complaint.

• Contact Number:
• Signal Bar:
• Speed test with MTS server "http://speedtest.mtsindia.in/netgauge.swf" without DL & UL the data:
• Area Pin Code:
• Complete Address:
• Checked on all Modes:
• Checked on another system:
• Checked at other Location:
• Since/when issue occurred:
• Slow speed trend (Whole day/Specific time):
• Preferable timing when our engineer can call you for remote troubleshooting/testing:

about service disconnection, we would request you to contact our customer care team ([protected]) on the same day to register the request.

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

Thanking you,
Ritesh Mahindra
MTS Customer Car
[protected] Forwarded message[protected]
From:
Date: Wed, Jan 20, 2016 at 7:20 PM
Subject: Fwd: MTS dongle - connection surrender
To: [protected]@mtsindia.in

Kindly route the below mail to Mr.Ritesh Mahindra who wrote that we didn't raise any complaint before 15 days.

Below mail is answer to your wrong statement.

Deactivate and process refund.

Sent from my iPhone

Begin forwarded message:
From: xxxxxxx
Date: 17 January 2016 at 7:38:37 PM IST
To: [protected]@mtsindia.in
Subject: MTS dongle - connection surrender
Dear MTS,

I got an MTS postpaid ultra wifi USB dongle with 10GB (5GB day+5 GB night) plan on 13th Jan 2015.
The dongle got activated on 15th Jan 2015 after user verification.

But we are sorry to say that speed in utterly slow at 0.21 Mpbs which is check during different time in a day and at different locations.
I raised a customer call complaint on 16th Jan 2015 to surrender the card and cancel the plan. But MTS representative requested me to wait for one more day and check the speed at different time period and at different location.
As speed is stuck at 0.21 Mbps it is difficult to use for normal internet usage.
I want to surrender the device and cancel my plan. Kindly reimburse the amount paid for dongle.


Regards,
Customer