[Resolved] Sify Broadband Services — DONT TAKE A SIFY CONNECTION | Complaint | Poor Service | Sify Customer Care or Sify Customer D’t Care.
Date : 17th June 2009
Subject : Complaint | Poor Service | Sify Customer Care or Sify Customer Don’t Care.
My Name is Wasim Sayed, sify account swbfsnfw, this has reference to SR# 8620242.
It took me more than 2 hrs on the phone (all outgoing paid calls), about 3 Days of Wait time, Experience with Some un-ethical practices, Tremendous Dis-satisfaction, Introduction to the worst customer experience I have ever come across. All this hardships to get the answer to a simple question : Yet unanswered.
What will be the Installation Charges for shifting a connection ???
Does anybody at Sify really know the answer to the above mentioned question ?
I called Sify Customer Care on 13Jun-Sat and placed a request to shift my connection from kurla to Mira Road. I was given an SR# 8620242.
I Received a call from Swastik Net(my then local Service Provider from Kurla) later the same day, they informed me that for this issue, they cannot help me because they do not have connection outside kurla. Obviously, but why was my case handed to the kurla local provider and not my mira road provider. [Why was the kurla provider intimated instead of any local mira-road provider]
I called Sify Customer Care once again on 14Jun-Sun. Informed them about the issue, they once again assured a call from the respective team.
I Received a call from a rep from Head Office[protected], I was in train, I told him very corteously that I was in train then and I couldn’t speak, I asked him whether I could call him in 10 mins, he assured a callback in 10 mins. He didn’t call me back but he worsened the situation even more. He made a false documentation in his notes that my area is not in feasibility. [Why didn’t this Rep call me back when he had assured me a callback, Why did he made false documentation in his case notes]
I called Sify Customer Care once again on Monday once again. Informed them about the issue, they once again assured a call from the respective team.
I Received a call from a rep Mr. Mandar from Head Office[protected], He begin his conversation with the remarks from the previous rep, “My Area is not feasible”, I informed him that one of my neighbours have the same sify connection that I had. He apologised and asked for my information once again and then he said that my area would definitely be feasible. He gave me some phone numbers and asked me to call them.
Mr. Mandar gave me the Following phone numbers. :
Mr. Riyaz (Local Cable Provider) – Mob : [protected] | LandLine : 65256184.
Mr. Ali (Local Promoter) – Mob : [protected].
Mr. Sudeep (Territory Manager) – [protected] .
[Why do I need to call them and why not they can call me, Am I calling for recovery and not for business]
I Called Mr. Riyaz([protected]), he confirmed that we can have a connection at my residence, but for the official Procedures, I will have to call his office at 65256184.
I spoke with a lady with the name Rinku at[protected]SpaceNet, Sanghvi Nagar). She said that the cost will be 1500 Rs. For the shifting. I informed her that I had my cable, I just needed a connection shifting, she informed that she can relax it to 1000 Rs. As I have my cables. I protested against it, why to pay 1000 rs, just so that their tech can put a connection of my cable from my house to their nearest switch. She said that she doesn’t know the exact cost and directed me to Mr. Ali([protected]). [I Guess, This amount is not decided by sify and she can charge me anything as per her wish, who cares for the customers]
I Called Mr. Ali on [protected]. Informed about my case and he said that we can go ahead with the connection. The cost will be 1000 Rs. When I informed him that I already have all the cables. He said that the charge will be 500 Rs. He says that the I will have to proceed with a new sify account, I will have to apply for a new sify account and he is charging 500 rs for this procedure. According to him, my sify account swbfsnfw is only a local account with swastik net that would be available ony lin kurla and for mira-road I need to re-apply for the internet connection. [Why would I need to create a new account with sify (ill-logical), Are all of your customer’s being left by you at the sole discretion of the local operators, they can charge as per their wish or do you have any rules/regulations, first I was told 1500 then 1000 then 500, to let you know I paid Rs. 200 only towards installation charge in Kurla]
I tried calling Mr. Sudeep (Territory Manager) and his Cell phone# ( [protected] ) is disconnected (out of service). [Can we have updated Phone Numbers in your database]
I called sify customer care again on 15Jun-Mon, around noon. to actually undertand what the sify law states in this scenario, I thought there must be some rule written by the sify management. I Spoke with Ramya, she surprised me, she said that I do not have feasibility in my area, I told him that one of my neighbour has a sify connection, now she says that the maximum connection that my area can take is full and now they cannot even add one customer in their network. I told her that I just had a word with the local dealer and he says that I can proceed with the connection. She is not ready to listed and very argumentative. [These Representatives exploit customers on the pretext of feasibility, Does anybody ever check whether a rep has intentionally mis-used his position]
I asked for an escalation and she says that her supervisor will call me before 4pm – I insisted on waiting and getting this finished after sometime I Spoke with Mr. Abrar Ahmed(supervisor), I told him about the issue, I asked him a simple question What will be the charge for shifting my connection if I have all my cables, I just need a local operator to take a cable from my home and connect it to his nearest switch. All and even he is not sure what the cost would be, he is simply insisting on calling me back before 4pm same day. I told him I just needed the information as I am going to send a complaint and he can put me on hold, he says that he cannot get the information right now and the only way will be that he will call me back before 4pm. When I asked for his last name expressing my interest in even mentioning his name in the complaint that I am going to send, he was so confident and sarcastic in giving out his full name like he was sure that none of his seniors actually take the heed to check complaints against him. I felt very insulting with the way I was dealt with a supervisor from customer care, I asked him for an escalation and he said that he doesn’t have a supervisor with whom I can speak. [Whats should be done with such rude supervisors who are not able to answer a simple question, he had promised me a callback in about 3-4 hrs, it is been more than 48 hrs by now and he has not bothered to callback]
It is so unfortunate, how you deal with a would be customer, I am Curious how would your After Sales-service would be.
You Expect Sify to Grow and in turn INDIA to grow, Sorry, if you dis-respect business like this how can you grow, In this matter Reliance is good and definitely that is the reason for its exponential expansion even today. They want business and are eager to expand it. And with sify, a potential business is rejected. The main problem here is that nobody does his part of job correctly. If atleast somebody checks this complaint and takes the responsibility to rectify this, you would possibly not lose some more business in the future.
I Believe the way a customer is dealt with is not entirely based on the representative, the major aspect impacting this is the management and the rules that are laid down.
I have definitely lost all hopes in Sify, I will never ever recommend your company to anyone. I cannot even dream of getting a response to this complaint. Now Let’s See how much Customer Service Skills You Posess.
PLZ NOTE : You can also find a copy of the same complaint at the following web locations :
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Aug 14, 2020Complaint marked as Resolved