Act Broadband — highly insensitive to customers need and not very responsive
Amambika.jan on Mar 25, 2014
I have been ACT broadband customer for quite some time now. I have been happy with the services, though there have been some glitches here and there but those were the times that even if the net is down for 2 to 3 days, it did not matter. Since, day before y'day (23-Mar-2014) we started to experience slowness though we have yet not consumed the entire GB that is allotted for our plan (around 40GB is the maximum download limit), we thought we will complain but waited for a day. Then, y'day (24-Mar-2014) since 4pm net connection was erratic and after some time we could not connect to the net, so we waited for some more time and around 6:30pm we called up the customer care; as I had an important webinar arranged at 8:00pm (and I had to get everything prepared and ready before it) and we could not expect this issue at this point in time. I did not know what to do, but thought after explaining the situation the customer care will do something about this issue. We did tell them we have an important call at 8:00pm and it is important for us to have net connection; as webinars on datacard is very bad. But, they never even bothered to that specifics we provided. Casually says within 24 hours this problem will be solved. We have seen this kind of behavior when you place a call in the evenings, they are least bothered. It sounded more like you like it or not, we are not going to do anything today. [We managed webinar with other alternatives. But, ACT guys attitude really disgusted me]. ACT promises for 24X7 internet without any issue, but that is broken. I understand there are downtimes, but the downtimes should lessen and not increase. Atleast have the courtesy to see what is the urgency and how can you look at it at the earliest; rather than being reluctant. And the next day, usually by morning the issue gets fixed and we thought some technician would come to fix this issue. Alas! no one. Also, today I had to take care of my kid so had to do a Work-From-Home. There is no net connection; I was really furiated at this point in time; I call up the customer care to know what is happening and the lady says she will take this on priority and I will get a technician's call immediately. But, none called. After 2 hours again I called up and some senior guy picks up the call and I just asked him to provide an escalation number to have this fixed as I need to do my work, I cannot wait and I am not sure what the issue was and neither has any one bothered to inform us about the status - we are clueless; Have they started to look at this issue? What is happening? Totally clueless. Then, he puts me on hold after about 2 to 3 minutes he says he has coordinated with the technician and now immediately they will look into this and then he says that the fiber cable has been cut (not sure if this is the right reason, I have my own doubts as the signal strength here is full, I can see the IP Address, this usually happens when there is connectivity but the service provider on their servers have put the connection on-hold; may be this is not true always and i would like to believe so - in this case as well) and it would take another day to fix and tomorrow by 4pm this will be fixed. I then asked him, who would compensate for the loss of the day. Why was this not communicated to us when we have registered a complaint earlier? Why is it only when a customer calls, ACT tries to find out the status of the issue? Really surprising. These sequence of events has led make me think that there is some other issue and thus making some excuse to just extend the fix. This call ends here. Again, after some time I called up to get the escalation number so as to discuss with some person who is higher up, who would be more sensible, responsible and let us know the exact reasons, status and help us understand. But, this guy again puts me on-hold and later says that his manager would call me in one hours time. Now, it is more than 4 hours and I have not received any call. This is the limit.
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