[Resolved]  Hathway Cable and Datacom Ltd. — Pathetic service - management sleeping

Address:

Mumbai City, Maharashtra

I am a Digital cable HD subscriber from Hathway thru their LCO Sai Star Cable in Kandivali East area (Smart Card# [protected]). first year I paid Rs. 6666/- for a year when they started service with 8 channels and increased it to 20 later. While renewing I had a choice to go to Tata Sky or other dish based TV or retain Hathway. They were charging Rs. 5555/- for a year service and promised me that I will get all HD channels for the entire year including the ones added in future. They did not have any package to chose from so I went for the max as they had no other option in HD. In Oct 2013, they added 3 channels and blocked them for me. I called the helpdesk and logged a ticket. 2 days and no response other than one SMS informing me of the ticket nmbr (Ticket# 368006 Date 10/12/2013). I again called and they told me that I have to connect to my LCO. when asked for number they did not provide saying it is against the policies of Hathway. Hello. What policy stops you from helping the customer!:-(. Not only this all my HD channels were down once for multiple days. The quality becomes bad every now and then. The customer service is pathetic - they will transfer the call 4-5 times and every one will ask for the issue again and again. It is a waste of time to call them for any resolution. Anyway regarding the blocked channels I wrote to the Nodal Officer Mr. S Venkateshbalaji. I got a call from his office in 3 days. The person who spoke to me(Firoz) was nice, understood my issue and asked me to wait for a call from LCO. so far so good. The person Subhash called me from LCO- Sai Star Cables and started asking me the problem. After explaining the whole thing he told me many things which I could not understand but I got the point that I will not get these channels and I am free to do whatever I like to do. Go to Nodal officer, go to anywhere I want to etc. When I asked to speak to his supervisor the response was not good. He sounded very rude and said I am the highest authority here so you speak to me only. I was scared with his tone. I searched for Nodal officers number on the internet and gave a call. No answer to my 4-5 calls on the landline. I called the cell# given. No answer for 5 calls and then the phone was switched off.:-( I thought they are there for listening to customer complaints! Fortunately I got a call after sometime and I spoke to a lady saying that Mr. Venkatesh is in some meeting and I can talk to her. I insisted that I want to speak to Mr Venkateshbalaji only and requested her that he call me when free. He called and after listening to my story started talking like a lawyer asking for proof of everything. Who signed the receipts etc. I told him that I got the cable in May and don’t remember the name and also that I am not at home right now. Will send the copy of receipt as soon as I get home. He still continued talking from Hathway side indicating that I am wrong and what they are doing is right and in between if I interrupted he would ask for proof of whatever I am aying. After me telling multiple times that Hathway promised me all HD channels verbally when I paid and they are not giving me all channels now - so I want the blocked channels restored. That’s it. He sounded to me more a lawyer of Hathway then a Nodal officer who wants to understand the customer problem and get a resolution to it. Pathetic. I got the message. After using Hathway for 10 year for TV and Internet I have to search for an alternate provider. Is this the way Hathway treats its customer even at Nodal Officer level.