Hathway — Cheaters

Address:

Mumbai City, Maharashtra

We have a plan which offers speed of 50 Mbps for 10 GB per month and then unlimited usage at speed of 512 kbps. But, last month data usage shows that we have somehow used our 10 GB and hence the speed was downgraded. When approached your kandivali (w) service centre, we were informed that our new month starts from 13th November, so the speed will be restored after that. But, since than our speed has been the same and it is hardly even 512 kbps as simple webpages like Gmail can’t be loaded and can’t load the speedtest webpage so as to check the speed. From that day we have visited kandivali (w) service centre on several occasions regarding our problem but still the same has not been resolved. Now yesterday i.e. 29th November, 2014, I contacted your customer care and put up an official complaint regarding the same around 11 in the morning and after that I contacted them 3-4 times, as my problem was still not resolved and every time they said it will be done by end of the day. Since my problem was not solved, I again called at around 10 in the night, when Mr. Rahul Wankhede answered the call and assured me that my problem now will be resolved tomorrow i.e. on Sunday. But, was not ready to give the assurance on email. So, I requested him to transfer my call to senior person, but he was not ready to do the same & gave reasons such as the senior person will give the same answer, the person is busy and not available. But, on my repeated demand, he told me that he will transfer the call. But after putting my call on hold for almost half an hour, he disconnected the call. So, I called up again and some other person transferred my call after a bit delay to Mr. Afsar, the floor supervisor. And, after explaining my problem again to him he gave me the same answer, but it will be done on Monday, because the concerned team is not available before that and again was not ready to give the assurance on email. Moreover, when I threatened to disconnect my service due to such a bad customer care, he was happy to do the same. So, this gives me idea that you don’t care about customers or retaining very old customers. But, still I am writing you this, hoping that my issues will be resolved on urgent basis without any further delay. So, please give answers to my below mentioned queries: 1. When will my connection speed will be restored to the tariff plan of 50mbps & why there is so much avoidance and delay in the same? 2. Why the customer care people gives the false assurances repeatedly? 3. If both your junior and senior staff are not going to help the customer to resolve there query and give the same answers to the customers, then what is the purpose of senior management and adding an extra layer in the hierarchy? 4. What about the harassment and problems faced by us from your end due to downgrade of our speed for such a long period & uselessness of your customer care officers?