[Resolved]  ACT Fibernet — router not provided during installation which was agreed during sales

Hi,

I reached the act help desk hoping that service would be good. I paid a 3months basic plan with the sum of rs 3403. We received a confirmation from sales officer that installation will happen within 3 to 5 days. On second day i received a call that installation will be done on september 3.

On september 3rd technician neither had an router or proper tools to perform installation. Routing of cabling was done crossing the neighborhood homes. They raised a concern on this that it can be done outer to the building. But the cabling was done like a hanger at the middle of the terrace disturbing them. Technician was saying that he would rectify it at the last and was least bothered in fixing at the end.

Wiring was done to home with the ventilator doors to be kept opened permanently. Installation was made successful without being provided the router and incomplete routing of cables. He mentioned that router it would be provided before evening.

Every time i hear a false commitment from technician and also from help desk that i would receive call back and router would be provided. But i am really upset with the service being provided at the first instance. Almost every day spending really 30 mins in the call of help desk and nothing happens at the end.

Ensure to provide me call back to fix it before tomorrow or reimburse the money back where i look for good service provider who focus on customer satisfaction.

Regards
Basker s
[protected]
Hi team,

Request for a swift action on below email. Call me for understanding incase of any queries.

Regards
Basker
[protected]

— forwarded message —
From: basker bas
Date: fri, sep 11, 2020, 3:58 pm
Subject: act new connection queries reg mob no : [protected]
To:

Hi,

I reached the act help desk hoping that service would be good. I paid a 3months basic plan with the sum of rs 3403. We received a confirmation from sales officer that installation will happen within 3 to 5 days. On second day i received a call that installation will be done on september 3.

On september 3rd technician neither had an router or proper tools to perform installation. Routing of cabling was done crossing the neighborhood homes. They raised a concern on this that it can be done outer to the building. But the cabling was done like a hanger at the middle of the terrace disturbing them. Technician was saying that he would rectify it at the last and was least bothered in fixing at the end.

Wiring was done to home with the ventilator doors to be kept opened permanently. Installation was made successful without being provided the router and incomplete routing of cables. He mentioned that router it would be provided before evening.

Every time i hear a false commitment from technician and also from help desk that i would receive call back and router would be provided. But i am really upset with the service being provided at the first instance. Almost every day spending really 30 mins in the call of help desk and nothing happens at the end.

Ensure to provide me call back to fix it before tomorrow or reimburse the money back where i look for good service provider who focus on customer satisfaction.

Regards
Basker s
[protected]

Hi team,

Kindly read the below email and arrange for a call back to address queries. Lot of false commitment with customer set and it was never met. Installation without a router is done.
Queries
1. Installation without router, never agreed with customer that it would be delayed.
2. Cabling of wires crossed neighborhood home middle of the terrace and affects them.
3. Improper response for perform poor cabling and requesting for shifting later with charges.
4. Wiring done with windows to kept open permanently in open condition.
5. Using only cables but installation consider successful since the day cabling alone been done.
6. Lot of false commitment from helpdesk on delay of the service timeline.

Regards
Basker
[protected]
— forwarded message —
From: basker bas
Date: fri, sep 11, 2020, 3:58 pm
Subject: act new connection queries reg mob no : [protected]
To:

Hi,

I reached the act help desk hoping that service would be good. I paid a 3months basic plan with the sum of rs 3403. We received a confirmation from sales officer that installation will happen within 3 to 5 days. On second day i received a call that installation will be done on september 3.

On september 3rd technician neither had an router or proper tools to perform installation. Routing of cabling was done crossing the neighborhood homes. They raised a concern on this that it can be done outer to the building. But the cabling was done like a hanger at the middle of the terrace disturbing them. Technician was saying that he would rectify it at the last and was least bothered in fixing at the end.

Wiring was done to home with the ventilator doors to be kept opened permanently. Installation was made successful without being provided the router and incomplete routing of cables. He mentioned that router it would be provided before evening.

Every time i hear a false commitment from technician and also from help desk that i would receive call back and router would be provided. But i am really upset with the service being provided at the first instance. Almost every day spending really 30 mins in the call of help desk and nothing happens at the end.

Ensure to provide me call back to fix it before tomorrow or reimburse the money back where i look for good service provider who focus on customer satisfaction.

Regards
Basker s
[protected]
Thank you for your response. Queries are still open. Request was your swift action. I have not received an router yet and cabling remains open. Almost now 13 days over and i was able to use less than 3 gb of monthly data (200 gb) because of router not available. With cabling it is very hard to work from a single desk at home and i am using a other options with paid service.

Regards
Basker

Show quoted text
Hi team,

When i discussed with the help desk they mentioned me that act no longer provide the offer of router as compliment for 3months payment. No customer or given with router. Is that true statement???
So the charges paid by you is only for monthly. Is the compliment then just an option for sales person to cheat the customer and when customer call back helpdesk respond in harsh way. I don't really understand the way they react to customer and respond to queries.

Few things need to understand from the team. Not sure you are reading all these emails fully. I never get a call from any supervisor listening to my queries. This is not the way a corporate unit has to work. I was also person worked in a carrier of help desk. Customer satisfaction should be the key for an service. Might be it's the case for me alone i don't know.

I have never faced this much bad experience with a customer service.

Vamshi krishna is the sales person who booked my order. He responded my queries two days back assuring that router will be provided shortly. After he stopped answering my calls. Every day i spent 2 hrs calling customer care and asking for router and cabling to be corrected. Today i spoke with another person sales person name vinoth who shared me his personal no and guranetee that issue would be fixed by tomorrow. More than issue the response and commitment is really disappointing.

Regards
Basker s

On wed, sep 16, 2020, 2:56 pm basker bas wrote:
Thank you for your response. Queries are still open. Request was your swift action. I have not received an router yet and cabling remains open. Almost now 13 days over and i was able to use less than 3 gb of monthly data (200 gb) because of router not available. With cabling it is very hard to work from a single desk at home and i am using a other options with paid service.

Regards
Basker

On mon, sep 14, 2020, 10:24 am wrote:
Dear mr. Basker,

Greetings from act fibernet!!

We regret the inconvenience caused.

This is in reference to your email informing us about the incomplete installation on your act account number[protected]

Sorry to learn that you have had a disappointing experience. We would like to assure you that the details of the incident have been forwarded and you can be rest assured, it will be investigated and necessary action will be initiated.

We would like to inform you that we have escalated your complaint sr[protected] to the concerned team and please be assured that the needful will be done on top priority.

Thanks and regards,
Avudaiyappan
Nodal team
Act fibernet