ACT Fibernet — refusal to cancel & refund order

Address:

560046

Customer - alok belliappa/ david arun

I had purchased a tp link archer c1200 wifi router for rs. 4999/- on 21.09.2018, receipt #: 20180921111212800110168282237477124.

Call 1: customer care - 13.09 - promised delivery in 7 days.
Call 2: customer care - 21.09 - delivery in 4 working days.
Call 3: customer care - 26.09 - compliant raised, support team call back not received in 24 hrs, delivery scheduled for 01.10.2018
Call 4: customer care - 03.10 - complained raised, support team call back not received in 24 hrs, delivery scheduled for 05.10
Call 5: customer care - 09.10 - complained raised, requested cancellation & refund, raised escalation with escalation manager who assured delivery by wednesday evening 10.10 or thursday noon 11.10, also registered slow connectivity which was addressed by technical team, support team call back for not received in 48 hrs. Ticket no:[protected]
Call 6: customer care - 12.10 - customer service rep nikita - 13.56 hrs - complaint raised, cancellation & refund requested as i had purchased the router privately from external source. Refused to carry out cancellation, requested for more time. Even after stating that their router was of no use as i had already purchased one elsewhere, she refused to cancel the purchase. Requested to talk to senior team, was informed that they were unavailable. Arranged a call back in 1 hour. Nothing happened.
Call 7: customer care - 15.19 hrs - contact person - samuel sam - refused to provide designation - refused to connect to escalation team quoting unavailability - refused outright to accept cancellation & refund request stating order has been placed. Insisted that i wait till monday for delivery of router, but would not assure delivery, did not assure call from support team till monday. When told that i had had already purchased a router externally due to delay from their end & unfulfilled commitments, finally agreed to take a complaint. This is not a request for cancellation and refund. I could expect a reply in 72 hours, again monday. Ticket no:[protected]

If this is the state of customer care at act & if not resolved at the earliest, i have no further option but to lodge complaint with law enforcement & take them to court. I would also strongly publish my views over public forums.