[Resolved]  ACT Fibernet — No Installation for the past 1 WEEK

Address:

Chennai, Tamil Nadu

I applied for a connection with ACT Broadband in Sashthri Nagar, Adyar, Chennai. The salesperson was prompt to show up to collect the deposit amount and 1st month subscription of Rs 1622 on 13th Nov. My CAF No. is 23188. The salesperson Mr. Prabhakaran assured me that the service will be provided within 3 working days since they had feasibility and a Customer Switch (CX) that existed with 80 meters from my flat (it exists in the next building in fact). He said that it was a matter of just routing the cable from the switch to my house. The installation team came on the 14th and tried routing the wire from the neighbours building. They did not complete and gave me a stupid excuse that the neighbour is not letting them into the premises to route from the CX. LOL! And that was it. I never heard back from the installation team after that. So I called up customer service to ask for the reason for the delay and turnaround time. The first call was on Nov 16th. One Mr. Senthil assured me that someone would call me within the next 1 hour (Call Ref # [protected]). No one called. Two days later on Nov 18th, I called again. This time one Mr. Kumar assured me that some would call me within the next 1 hour (Call Ref # [protected]). I asked for the reason for the delay and he said not to worry. I guess it is a standard reply. No one called. On the 19th, I called again and was quite disappointed by the lack of customer involvement from ACT. I escalated the call to the floor supervisor Mr. Monish (Call Ref # [protected]). I expressed my dissatisfaction and asked him the reason for the delay, turnaround time and lack of response from ACT. He gave me reason which the technician gave me that the neighbour is not allowing them inside his premises. With no other solution offered and unwilling to wait without knowing a time line, I requested for termination of the connection and a refund of the fee paid. He assured that my account will be closed and money refunded. I was not convinced with his reply, and so wrote a quick email to ACT Helpdesk helpdesk.[protected]@acttv.in of the same and requested refund. There was no reply and follow up. Today I called up customer care and asked them the status of my request and was surprised when I was told that my connection request is still pending and will be followed up within the next 1 hour (Same standard reply). I escalated to the floor supervisor Mr. Monish again and he said he was wondering how to close the connection when it was not given in the first place. LOL !!! (Call Ref #[protected]. Now I am not even sure that I will get my refund back. When I go through other posts, I realize that the poor service reflects across the spectrum from installation, customer care and field service. Bottom line, I realized that it is futile to engage with an organization who is not established and matured yet. ACT Broadband – I would really appreciate if you can refund my money back, if there is any integrity left at all… or otherwise you can take this as my contribution to set your house in order... the least a customer can do for you.