[Resolved]  Mts — Terrible-In Every Aspect

Address:

Bangalore, Karnataka

I am writing to express disappointment with my whole entire MTS experience. I don't have a complaint number with me but I am sure that will not stop you from lending an ear to a dissatisfied customer. Here are the points I am detailing about my entire experience. 1. Product Purchase: My troubles with MTS began the moment I stepped into the shop to buy the product. I visited the Sangeetha Mobiles retail outlet at Forum Mall, Koramangala on 11 Aug 2014 at 7:30pm to buy the MTS Mblaze Ultra Wi-Fi dongle. The person at the MTS counter (Mr. Thamothiran as he told me) appeared like he was hell bent on selling the product rather than explaining the features and plans. Secondly, I was told by him that the dongle would be activated within 12 hours after my documents are submitted to MTS. That is it should have been activated latest by 7:30 am on 12th August. But, the actual activation of the product took more than 2 days. I made repeated calls to Mr. Thamothiran but he gave vague answers. I also checked with the MTS customer service if my documents have been received but was replied in negative. Finally on the morning of 13th August, when I made another call to the customer service, I was told that my documents were received and my product was activated. Mr. Thamothiran never bothered to follow-up about my status. 2. Speed/Product Performance: You mention that the MBlaze Ultra Modem delivers speeds "up to" 9.8 Mbps. I understand that the speeds are averaged and cannot be expected continuously. However, I have been getting pathetic speeds throughout my plan (10 GB limit data limit, provided after first purchase). I have been receiving average speeds of 100-150 kbps and facing problems with streaming videos and other websites optimized for high speed connections. Why advertise when the company cannot live up to its promises? 3. Customer Service: This has to be the worst aspect of MTS. During my numerous calls to the customer service, I have been given an impression that the people providing technical support are "technically" incompetent and unfit to handle queries. The most disappointing aspect is that whenever I complained about speed, I was either put on hold and the person never got back to me or the call was disconnected from the other end . In one case, the person even acted as if he could not hear anything, despite me being in a good coverage area. 4. Lack of Transparency: Recently, after my the data limit of my second recharge of Rs. 599 got exhausted, I recharged with the Rs. 499 plan which offers 3 GB of high speed data with 21 days validity. I observed that I was still getting the same 64 kbps speed I used to get after my previous plan expired. Through the customer service I got to know that this plan would be activated only after my previous plan reaches its expiry date (28th September), no matter if I recharged with Rs. 499. So, essentially I had to live with tortoise speeds for another 10 days before my new plan kicked in. Moreover, the 10 days would count towards the existing plan's 21 day validity. Why is it that life is made so difficult for the customer? Moreover if so are the rules of the plan, why isn't there a focus on educating customers? There are so many better managed companies providing excellent customer service out there. There is not one reason I would prefer MTS. In all probabilities, this would be the last time I am using an MTS product. If you can take some action that would be good. However that does not change my prospects of choosing MTS. Thank you!