[Resolved]  Idea Cellular — customer handling issue at senior level

Address:

Indore, Madhya Pradesh, 452001

I had applied for port in facility on 29th sep'17, i. E 4 days back through indrapastha tower outlet, mg road, indore mp. On that day your e-kyc was not working. Your executive deepak (What i remember his name) took all my documents and assured that my port-in will be processed on behalf of documents provided (Aadhar card, photo). But to my surprise when no verification happened in last 4 days i went to the same store again. Reaching there i met sameer and lakhan. They did e-kyc and told me that it will further take 7 working days for getting the process completed as e-kyc has happened today.

It was actually bad on your part that your guys didn't process my case and my 4 days were wasted, was this my fault that your e-kyc was not working on that day.

What if i would not have visited your outlet i would have been in impression thinking that my case is in process. This i complained to the store manager nitin (Contact number : [protected]). He was also stating that as per normal process it will take another 7 working days. I said boss, was it my fault your e-kyc was not working, my case tat has started 4 days back and now it is your duty to ensure in another next 3 working days (Total 7 days) get the formalities completed.

When i was not getting satisfactory solution i asked him to give contact number of someone senior over and above him. He gave his superior number named amir (Contact number : [protected]) who mentioned himself as senior manager who is handling stores of indore, jabalpur, raipur etc. Same whole details was mentioned to him.

To my surprise of life time i got an horrible customer service temperament from such a senior level person who straight away commented that "at his level they are not directly dealing with guest and his store manager will do the needful for me, apart he also mentioned that he doesn’t have much time to speak to me"

I literally didn’t utter a single word after that and thanked that gentleman and dropped my call. Guys which kind of customer service standards are maintained in this company were a senior person at area head level is not at all interested in speaking to guest for giving resolution. Are these guys working for customer, for which work they are in system then. If they are not interested to listen to customer grievances when there juniors have failed to satisfy customer queries then i am really sorry for the future of this company having such employees handling this mega brand.

I am hoping that i am reaching to right people through this concern highlighting real time scenario at ground level. Hoping for someone senior to acknowledge this matter.

Thanks,
Praneet gaur,
Mob : [protected]