| Address: | Sec 21 D Faridabad |
| Website: | my.excitel.com |
Just a kind request to everyone that do not fall prey to the services and offers Excitel is providing. One of the worst customer services I ever came across. Check the rating on
Date of Installation - 8th June 2022
First ticket raised - 13th June 2022
Issues starting cropping up from 22nd June where I faced Issues pertaining to frequent disconnection, slow speed issues.
Everytime I raised tickets by calling Customer care and no resolution provided.
The team lead Mr. Jay Pandey was the point of contact who came to my home for documents collection . He assured me regarding the best services provided by Excitel. But it went other way around. He told me different excuses and reasons when I raised the termination request.
Today when I asked him to meet in person since he was not coming to my home to see what exact is the issue, then he suddenly started shouting and started saying that I will raise a false complaint and will see you. So this is the kind of services and behavior of the Excitel employees when customer raises an issue.
No action has been initiated against 2 employees who seems to be a threat to me know.
Below are the emails I have sent to them on [protected]@excitel.com and [protected]@excitel.com.
Email thread:
Hi Team,
I am writing this email with a lot of dissatisfaction and the kind of services I am getting from Excitel. I am thinking right now that I should not have gone for Excitel in the first place.
My user id is XXXXXX1614 and the connection start date was 8th June. Jay Pandey (Team Lead)
from Excitel came to my home to provide the information regarding the plans and also to collect the documents. I asked him to have my router installed (TP-Link Archer AX73 AX5400 Dual Band Gigabit router supporting WIFI-6, 8K streaming, USB Sharing, 1.5GHz Tiple-Core CPU)
rather than the one from Excitel.
The technical team came and they told me that they do not have the ONU device with them and they called their owner from a third party vendor which is SKYMAX (SGM Nagar Faridabad) and asked me to talk with him over the phone . The owner was first adamant and was forcing me to have the Excitel router installed instead of my own router and was saying why you are wasting your money to have the ONU device installed since we are providing the router free of cost.
But when I insisted on having my own router installed and then I asked whether the team is having the ONU device then the answer was a big NO. This was the reason they were not installing the ONU device . But the day before yesterday(22 June) I came to know from the CSE that the plan that I have been offered does not have any downgrade option which Jay Pandey did not tell me when I was asking for my router to be installed.
Everytime I had a call with Jay Pandey he was saying I am new to the company and I did not know regarding the process and the offers that are prevailing. But on the installation day the technical team was asking for 2000 rs for the Router that was installed at my home from Excitel and over the call Jay Pandey told the team that this router is free of cost as a part of the Offer under the Plan. So by looking at the statements here from Mr. Pandey looks like he knew everything from day one.
From 13th June onwards I started facing issues like No connectivity, frequent disconnection and speed issues .
Everytime I had to call the CSE to resolve these issues since the app was getting stuck while raising the tickets. Everytime I have called the CSE I have been told new things regarding the resolutions for the issues.
Day before yesterday when I raised the termination request, Zayd from the CSE team asked me to have the downgrade request for the router so that my router can get installed since the Excitel router was having issues as the session was getting stuck at the router's side as per the conversation with the CSE. So every time I had to restart the router in order to have the issue pertaining to the disconnection get resolved.
Mr. Zayd raised the request under the OTT Plan ticket which I came to know from another CSE when I called a day after I raised the request. I was surprised on that day since CSE was asking that you have to have a separate ticket open to get this request resolved. So she transferred the call to the Senior escalation team member Mr. Mansoor and he raised my ticket yesterday for Device Change and he mentioned the current and new device as same in the ticket and downgrade request details internally under the same ticket (which customer cannot see in the ticket as it is internal to Excitel as per the CSE).
I called Jay yesterday and he told me that the ticket has the same devices mentioned so we cannot do it from our end. The whole issue was that the plan that was offered to me was not having any option to down-grade from the backend ground team and even Mr, Mansoor did not have that option to have it under ticket so he mentioned every detail internally in the same ticket.
So, today again I had a conversation with 3-4 CSE over the phone regarding the status of the ticket but nobody provided any details, just asked me to wait till tomorrow as TAT is 48 hours and only 24 hrs has been gone by.
Just had a conversation with Mr. Pandey who did not know anything regarding the plan offered to me and also was questioning me why in the first place I have asked regarding the refund and downgrade option .
Now, Mr. Pandey has suggested to me that I should pay one month's rent for the current plan and tomorrow 25th June he will offer another plan to me and get that activated and have the ONU device installed at my place.
He was also adamant in saying why you are wasting money on ONU and you can connect your router this way or that way with Excitel and was saying that I have done a lot for you and this is the resolution I am providing.
It seems that after doing R&D for the last 5 days I know a bit more about what Mr.Pandey knows about the processes and information regarding Excitel which seems pretty strange to me :) .
So, I am not sure why everybody is so desperate to have an Excitel router installed at customer's end when the customer is having a fully loaded router which is having a support 5 times as that of Excitel router, more range and firewall built into it which are a few features to mention .
Also, One technician named Maydin Patel misbehaved with me over the phone call. Mr. Pandey provided the Maydin Patel number as I was having issues on 13th may when I raised the ticket. On that day when I called Mr. Maydin he told me that after raising the tickets you can call me directly so that we will resolve the issues soon.
So when I had frequent disconnection issues I raised the ticket and called him and asked him for the resolution and suddenly he started shouting on me over the call and when I asked him to be polite and this is not the way he should be talking he got furious over this and started talking nonsense and asked me have the connection disconnected from the company as I cannot do anything regarding this issue.
I would have raised a police complaint regarding the same but the lady Deepa which I have mentioned above apologised on his behalf and let me know that she will raise an issue with the owner regarding the same.
All this has led to a very disappointing experience which I was not hoping for.
But, I am still hoping that I will get a resolution from your side soon.
Also, I would request that a strict action be initiated against the technician as it seemed a threat to me and other customers .
second email today:
Hi Nodal officer,
I have to write this email again as the team lead Jay Pandey again shouted at me today and he is making vague and void allegations against me and was threatening me over the phone that he will raise false complaints against me .
I have been harassed and mentally tortured over the call today by Jay Pandey. I have no option left but take the legal route now against Mr. Jay Pandey since no action has been taken by Excitel till yet over the complaint filed by me in the above email thread.
Mr. Jay has been providing me false and inaccurate information starting from day 1 and never resolved my issues which I have raised as per his recommendations . He never told me regarding the router downgrade is not possible in the PROMO offer . On day 1 of the installation I asked the technical team to install my router but they did not have the ONU since the PROMO offer, only company-provided routers are installed . When I asked Jay regarding this he told me that he did not have the information and also I as a customer had not asked him regarding the same.
For the last 6 days I have been regularly calling Customer care and raising tickets as Mr. Jay asked me to do so. So that downgrade request can be processed. But he was saying that I am asking my managers to look into it. Today when I called him and asked regarding the status he again said that he is still looking into it and asking his managers to look into it.
He said that there are no issues on Excitel and only you as a customer are raising these concerns . I am not sure how he can talk like this to a customer. He never came to my home to look into the issues I was facing and only over the calls he was saying that I am looking into it.
I can see a lot of issues raised by customers on the app store as well. No body is taking it serioulsy and one thing they do is to harass, mentally torture and shout on calls over the customers. This is really not acceptable . I cannot mention the words he was saying on the call.
I hope someone from Excitel can look into this matter asap.
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