| Address: Hyderabad, Andhra Pradesh |
Am a customer of beam fiber, now actcorp with Account no: 339889 and User ID: [protected]@yahoo.com..
I believe on Saturday, 7th March I called customer service and spoke to Rahul, requesting to upgrade my internet plan to A-Max 1050, and there was a ticket number# 16096931 sent to my mobile around 02:10 pm and he gave an assurance that it takes 24 hours to do so.
To my surprise, on Monday noon it was not changed. Again I called customer service and spoke to Ganesh around 3:40 pm and asked him to check if my Internet plan was changed. He said, due to some technical reasons it was not changed and assured that it will change in next 24 hours. I asked him what exactly mean “technical reasons” and he did’t have an answer. And again asked him if this time my Internet package going to change, and the same assurance was given last time and how you can assure this time. He gave positive assurance and I was relieved, and told him that by next day 4pm the package should be changed.
Next day, Tuesday around 6 pm I see the package was not changed. Though I was tired of calling customer service, as I felt beamtele has changed to INEPTCORP (yes, you read it right, inept) still called the customer service hoping for help. Spoke to Abhilash I believe, and thought he could not help me after the conversation, asked for supervisor and had to talk to Roshan, who I felt he was not a supervisor by the way he was handling the call or the way he is responding to me. He was not at all acknowledging to me and just interrupting. I don’t know, if he knows that, being a supervisor he should acknowledge the customer and should not interrupt. He said there is no back end/technical team available now (I did accepted that they might not be available, as its almost past 08:00 pm.), But he still tried to contact a guy through conference, and that person promised that he can fix it by next day morning 10am, but the line got disconnected from that back end guy and we could not speak to him completely.
So, being he a supervisor I asked him to help me out with few things in email, with (1) why there was a delay in service, (2) Why no one contacted me after 48 hours, for package not being activated, (3) what compensation am going to get for the delay in service as a disappointed customer.
In return, he confirmed that he does not have email access and he does not have any kind of authorities being supervisor. Asked him to contact respective email team head to arrange an email to me.
I asked him to update in his database whatever I said or asked him to do, with word to word and asked him to arrange call back next day morning (after activating the package) with an authorized supervisor who has authority/rights to help a customer, and told him that I will allow only 10 minutes to close the conversation by resolving my issue, and asked to mention the same in his database. He reconfirmed that he has updated everything in database.
Next morning I received a call from a lady and said within two minutes my Internet plan is going to change, when I asked her how come it takes only two minutes when it’s not activated from past three days, and she do not have an answer. As I wanted a call back from efficient/authorized supervisor, she had to hand over the line to supervisor named Sachin. I asked him about my email confirmation details which I requested supervisor Roshan. I so felt ridiculous that, he has no idea of my complaint history in his database. I told him that I have explained everything to Roshan and he has updated in the database. Sachin confirmed that he do not see anything, except saying, “customer called for package change”
Now this aggravated me. After so much has happened, there is no right person to help me. The one so called supervisor Roshan did not perform his duty, and made this issue to prolong. I had to again explain the complete situation to supervisor Sachin, and I was sad to hear that he being a supervisor does not have authorities to email me. Fine, I understand he may not have access, but I asked him to contact the email team head and arrange an email to me. He confirmed that he will talk to higher authorities and arrange for email.
I also asked him to raise a ticket/complaint on supervisor Roshan for not helping, for failing to update the database, though confirmed to customer, and for not doing his duty. Sachin agreed for the same, but I still did not receive any ticket or communication for the same.
Again a delay in service for the second time.
To my knowledge, after five days, maybe on Thursday (19th March) I have again called customer service to confirm if they are sending me an email with the requested details. The customer care executive, named Ghouse I think so, said he is updating and will get a communication in next 24 hours. But till now there was neither email nor any communication from ACTCORP, but couple of SMSs saying “Ticket# 16096931 is being closed. In case the issue is UNADDRESSED/UNRESOLVED, you can escalate it to us, by just forwarding this SMS to [protected]-ACT Fibernet (Formerly Beam Fiber” for which I forwarded and surprisingly I got the same message after few hours, and again I forwarded. Am sorry to say, but what a stupid customer service and technology you guys have.
Again a delay in service for the third time.
I just got a auto response saying...
{Dear Sir,
Thank you for contacting us,
Please accept our sincere apologies for the inconvenience you have experienced with respect to the Internet connectivity.
We would be grateful if you could allow us to make our best attempt to offer you a resolution to your satisfaction.
We have already directed our concerned senior technician to address your issue. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
Kindly bear with us until such time and please note that an escalation ticket 16264608 has already been registered.
The ticket generated as an acknowledgement of your mail is now being closed, since the permanent ticket number has been created for immediate action by the concerned branch team.}
The next day, Hi Team,
I just received a call from[protected]:44 pm, 22nd March), He said his name is Sheik Mujeeb from accounts department, ACTCORP and asking what is my concern, as he has received an email.
First mistake of company, when I already sent my issue in detail through email, they cannot ask what’s my concern is?
Second, I already mentioned in email that, am not expecting a call, only email should be fine… But I still received a call.
The caller, Sheik admitted that he did not read my email, but called to ask my concern. He said, he is raising a ticket and sending to his dept. And that's it i didn't hear from them.
Again on march 25th, i sent email saying "Its been more than 48 hours, i didn't received any email from you guys. Is someone looking into my email, or at least someone read my email?
Still no one responded.
Again on march 31st, i sent email asking the same saying"I still did not received any reply from you guys.
Did someone read this email? Are any one working on my email?
I also mentioned that if am not going to get a reply from the company, am going to update this on all social networking sites and also to the media and consumer court/official., And you guys are going to waive off my complete bill for this month as a compensation to me and for you failed service in replying emails and for your inefficiency. Am not going to pay the bill, and do not ask me to pay the bill or send SMS for the same or agent to my home.
But still no one responded.
I again, called the customer service on 31st march, and spoke to supervisor jagdish and explained what has happend and said, he will take care and my email will be responded and i will get help. But, instead i got a email and message on mobile with ticket number. but not nothing.
He failed to help me.
I again, called the customer service on 2nd April, and spoke to supervisor kishan and again explained everything what happened from the initial time. Said, he is taking care this time and asked to wait for 24 hours so that i will get an email form company. But, still i didn't
Am not sure how to make them work on my email and help me. Hope the consumer form will help, and beam fiber may see this, at least.
Here are the ticket numbers, which are sent to me twice, saying repeat call, for my calls made to them...16264608, 16422654, 16391968, 16328366, 16317996, 16295279, 16289410, 16264608, 16146265, 16096931
Thanks,
Srinivas
User ID: [protected]@yahoo.com
Account no: 339889
customer support has been notified about the posted complaint.
