[Resolved]  Hathway Broadbands — Avoiding Complaints

THE MATTER POSTED HERE HAS BEEN SENT TO "HATHWAY BROADBANDS" BY E-MAIL DT: 03.12.2008 BUT THERE IS NO REPLY FORM THEIR SIDE, MY COMPLAINTS WERE AS BELOW...

From very beginning till today I am regularly facing service problem such as low speed other than offered as well as everyday frequent disconnecting fluctuations (which are not even complained), and at every interval of 1-2 days have to rectify remotely for modification in configurations which are altered automatically & displayed by various errors. Many times I have experienced poor and tired, weary language of customers care representatives as they may be dealing with several problem all the time with most of the complains from subscribers.

It has been noticed that, to attract more subscribers and grow up customer network Hathway announces and launches new upgraded plans for new customers with faster browsing speed in same tariff for what we are paying since long back for that old and poor browsing speed. Hathway management has no objective or anxiety to upgrade former customer and their sluggish services with faster & improved plans. It’s a simple logic that a month before I paid the renewal tariff Rs. 4500.00 for Combo12Mnt96D-256N Plan, for which new customers also pays same tariff Rs. 4500.00 and enjoy faster speed than us in upgraded plan called Combo12Mnt150D-300N. I called up and asked Hathway executive (Mr. Sunil Mali, Dt: 24.11.2008) to upgrade my plan to obtain faster browsing speed, for which initially I experienced his tired & weary language, secondly his attitude was to end up the issue, so in all hurry this non-corporate executive clarified with immature example that while rise & fall in price of Consumer Products (exampling Cooking Oil Container) no customer have arguments with shop keeper if they buy’s the product at high price yesterday and gets same product today at low price. We understand very well that even uneducated person will also have no complain with price rise-fall in consumer products, but I have sympathy on unawareness of your so called educated executive Mr. Sunil Mali that he is not Consumer Retailing or FMCG Co’s employee and Hathway is not an Shopping Mall or Consumer Store selling the Products, but it’s an “Service Provider Company” and dealing with services, wherein this type of non-professional arguments or logics have no stands, and in same hurry Mr. Sunil Mali hooked up the call with no-responsible attitude and short reply, that his marketing executive will visit us and shall explain for upgradation, but till today no one has stepped in which shows complain & follow up avoiding behavior of concerned employee.

Hathway’s “Customer Care Department” can be simply designated as “Complain Department” like rural management other than named as “Customer Care” like corporate style, because reason is that, the employee’s of this department are non professional in their Conversation, Attitude & Language Tone with bureaucratic behavior comparing with other Customer Care Desk of Corporate Companies. There are many unreported issues with us during complain logging, but I can put on attention about latest issue happened with me on 03.12.2003 (between 11.16 to 11.30 AM). During complaining process on login problem, related Officer’s problem resolving statement was non-logical and when, argueing with him logically, he simply disconnected the phone line as he was not in position to argue further or may be tired with this job. I was frustrated with this phone hanging up behavior, so to inspect that person’s name; I once again called up on this so called “Customer Care Department” where my call was attended by Mr.Kalpesh Prajapati (who was not that previous undisciplined fellow). I talked with him on the issue and asked him to name that fellow who talked with me a couple of minute before, but on asking his colleagues against my enquiry (which can be clearly heard on phone) none of them among 08 executive of Customer Desk answered him truly and said there was no call from any such customer, and no one took responsibilities of this misbehavior, which shows that, the fellow among 08 executives who created issue with me was incapable to face his miss attitude and neglected the query. I have experience this type of episode many times before also as well as other customers also may be facing the same problems, but due to time consuming, ignoring nature and as always your side taking behavior on behalf of offender’s guilt, may be this type of issues & complain are not reported . We can only appreciate the best and loyal part of your executives services that, after issues with them if we ask them to name their senior’s or HOD’s or can give their contact info, so we can put our complains ahead if it’s beyond their reach, they always refuse to give name or contact info of the concerns, which is suspicious matter that, is there any one ruling over their head’s or this Surat division is remotely operated?