[Resolved]  You Broadband — Account Not Activated & Poor Customer Service

Address:

Mumbai City, Maharashtra

Pathetic Customer Service and Poor Delivery Process:
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1. I was approached by Mr.Dutta (Mob: [protected]) and was asked to take a new You Broadband connection. I was already using SSV(a local broadband-cable ISP) connection. I had heard about You and was told that they provide a good speed over internet. I was interested and on 9th November, I met Mr.Dutta in Chembur and gave him the application and cheque for Rs 1610 (Rs 860 for 320Kbps unlimited downloads for 3 months and the remaining as deposit). I was told by him that by Friday-11th Nov, my connection would be active.
2. On Thursday, 10th November 2011, my account got debited of the cheque amount. Also, a You-representative came down to my place to put the cable and modem and he attached the same to my PC.
3. On Satuday, 12th November 2011, I received my account details and password through SMS (account num:745324). I tried logging in but it was showing a modem error-Error Code 651.
4. On Monday, 14th November 2011, I again tried loggin in on Internet, but I couldnt. Same error was popping up. I call up Mr.Dutta on his cell and tell him about it. He gives me the call centre's number and tells me that he will follow up next day morning. I call up the call centre number [protected] and tell them about my problem. They tell me, that since its late (9PM) I have to call up next day morning to log my issue.
5. On Tuesday, 15th November 2011, I again tried logging in (after 8PM, as thats when I return back from job). Still no success. I call up Mr.Dutta, he said he will follow up next day.
6. On Wednesday, 16th November 2011 morning, I call up Mr.Dutta & call centre. I get a call from You and was told to switch on the modem. I told them I am not at home, and since I stay alone, I can only do it after I reach home, around 8PM. I forward him, Mr. Javed ([protected]) the details of my account. He says, he will come to my place after 8 and check as he also stays near Vashi sector 9.
7. On Wednesday, 16th November 2011 evening I reach home at 8PM and call Mr.Javed who said was busy at some place in Koperkhairne. I told him about my account not being activated yet and to accelerate the process. He said, that since its already late, it will not be possible then to check and tomorrow morning I should check. I call up Mr. Dutta again. He gives me Mr.Amir Sheikh's number ([protected]). Mr. Amir Says that he will go to office within the next 30mins and will ask someone to check my issue. I was told to expect a call. No one called and I asked Mr. Dutta to push on it. He says, he had a meeting and he completely forgot about my issue ( which reminded me how eager he was to get me the connection).
8. Today, thursday 17th November 2011. I am still trying to get the account activate. I was able to lodge a complain[protected]. And am yet to get any proper response from any personnel. They didnt even seem to care if I cancelled my account and I was told "it will be 45 days to get the money back". Customer is god- is now a fable.
Mr.Pramod, an engineer, from You, calls me at 8PM and tells me that my account has been activated.
When I log in, I am still shown the same error. I call up the call centre again. It was answered by Mr.Umesh. He said my account details are absent and he cannot even see what plan I applied for. It was really getting too much for me. I asked for a supervisor/floor manager. He keeps me on hold for sometime. And them comes back and tells me, they are all busy and not available to talk. Maybe thats how the customer-service people work these days and how the escalation matrix is skipped.

I really do not know what to do now. I am not even getting a proper escalation channel.
I need the connection, but the hassles are a lot to handle.
Is there any legal/customer-centric help I can expect from somewhere?


Thanks,
Pramit Pal
[protected]
pramit.[protected]@gmail.com