| Address: Hyderabad, Andhra Pradesh |
BEAM Telcom's response to my complaints regarding the undue delay in the broadband connection. Many promises for connection, call backs were made but never met. Every time they quote a new time window and its me who has to chase them again and again for an update. I can understand a delay in connection due to technical reasons but its not at all acceptable that they dont even give me a call back not even an update when I call or mail them. Numerous tickets were raised and they closed them with out resolving it. They are so shameless that they close the tickets and send me a mail that they closed the ticket. Even a mail to their nodal officer or appellate tribunal failed to generate a response. All I get is an automated email to my online complaints and a new time window when I call them. Frustrated when I asked for a refund, even for that they gave me a time window of 15 days. This is absolute unfair trade practice. When they can take money so quick, why would it take 15 working days that is 3 weeks. That is absolutely cheating on customers, take their money and sit on it with out giving connection nor their money back. Its not the money I want, its a internet connection. Below are the mails that I sent to their highest authorities and even to them I got automated responses. All I get from them is ticket numbers and nothing else.
Mails sent to Beam:
[protected] Forwarded message[protected]
From: Kanaka Durga Chittoori <[protected]@gmail.com>
Date: Mon, Oct 31, 2011 at 2:25 PM
Subject: Re: Saga Of Appalling Customer Service
To: [protected]@beamtele.com
Cc: Beam Telecom - Nodal Officer <[protected]@beamtele.com>
Hi Lakshmana,
This is ridiculous and outrageous. After waiting for a month I was given another time window of 3 working days on 25th October.
Even that time window is complete and I am yet to get a connection. So many mails and calls have been made, tickets have been logged. But still I do not get any resolution. When I ask for a refund of the money I am given an ridiculous SLA of 15 days to get my money back.
EVen now when I call for an update, I am being given a new time window of 48 hours. I wonder if I paid the money for a internet connection or for getting time windows from Beam.
I am yet to get a single non autimated response to my mails. More than 10 call backs were promised by various departments and not a single call back has been made.
Its otrocious that a mail to the nodal office or appellate tribunal have not enough to generate even an acceptable response.
Please note that I have copied and pasted this mail conversation to appellate tribunal and nodal officer in the web page of "Indian Consumer Complaints"
All I want is an internet connection and all I get is waiting time.
Not at all acceptable.
Regards,
Prabhu K
On Thu, Oct 20, 2011 at 6:46 PM, Kanaka Durga Chittoori <[protected]@gmail.com> wrote:
Hi,
Ticket No:3179747
Ticket No:3257808
Ticket No:3310962
Ticket No:3324868
This is to bring to your notice that the above ticket numbers were raised by me with Beam Tele customer service department on the issue which I am facing for the past few weeks. It is very disappointing the way I have been treated by your company as a new customer. I would like your help in solving my issue. Rs.1100/- was taken from my account on 2nd Oct,2011 . I gave the payment cheque in the last week of September. I was advised on the Standard timeline of 25 days for connection. If I calculate the number of days from the day I have completed the joining formalities, then I believe that more or less those timelines are complete. I live in Nagaram near Dammaiguda and the sales person did tell me that there are connections in that area and that the connection has to be extended with a junction box. Working as a Project Manager handling ATT Network projects, my common sense says that there would be a site survey to check the exact location of my house to decide on the length of the cable etc., before actual installation is done. So far, didnt see wee bit of action from your end.
I tried calling the sales executive and asked him regarding my connection . I was informed that it is not his duty any more since he is a sales executive and responsible for only sale . Rest is the technology team which would take care of it. Overall treatment given to the case suggests that you are the customer and I am customer care trying to help you out, instead it should have been the other way round. Surprisingly care team has no information about the installation team. Looks like nobody has a clue as to where the technical team is located, not sure if they live in different world altogether where no one can reach them.
And your care has been absolutely out of sorts and left me disgruntled. All they can do is make false promises and send out a standard mail saying that they are looking in to it. So far 3 promises have been made which were never met. 1st by the care agent who agreed to expedite my installation request and never came back. Second promise o[censored]pdating me in 24 hours which never happened. 3rd promise of another call back, this time it extended to 48 hours. Today I ended talking to Sujatha, who didn’t even have the patience to and was on verge of shouting at me. I thought it’s the customer’s right to shout when not served properly, looks like in Beam’s case even that right is reserved with the company. I feel, now that you have mentioned 25 days standard timelines, you will not be even talking to me properly. Time and again I did ask if the all activities right from site survey to cabling to installation would be completed on the same day, and every time I have been advised that it will not be the case. Looks like nobody has any clue as to what is happening to my connection or in which stage is it lying in. All I am told is to wait till 25th October, looks like there is a magic wand with Beam which is used for instant installation.
I feel it is a high time for me to get in touch with the management and escalate things since there is no proper outcome from whatever the efforts that I am making to get a connection . I am a Project Manager and need the connection very badly since I have to work from home often. Although it might sound that I am expressing my personal issue to you but still as a customer I feel that I am supposed to get what I am supposed when I am paying . Please correct me if I am wrong . I got to hear many things about your company and despite warnings from few of them I thought I did take a wise decision coming to you guys for a connection .
Kindly take some corrective actions. Beam is one company with great potential of immense growth but is played down by lack of customer support. I hope I will not face any technical issues, else my experience would be horrifying.
Thanks for your time and patience in reading out the mail , hopefully I made some sense in letting you guys know and help better your customer service and expand your company . Kindly help me in not feeling sorry for taking a Beam connection.
Regards,
Prabhu Kumar
Aug 13, 2020
Complaint marked as Resolved 
