[Resolved] Idea Cellular — poor customer service and no callback received as per commitment

Sandeepganguli

from Ingraj Bazar, West Bengal

Address:

Bardhaman, West Bengal

Hi,

My name is sandeep ganguli & i'm holding a idea kolkata postpaid connection for more than 7 years now. My connection number is [protected].

Today i called to the customer [protected]@ 13:10 to place a request to deliver a 4g sim as i'm not getting time during working days to visit your idea store & sunday store is closed. As the sim is not upgraded in to 4g hence unable to use internet when required.

I enquired for any idea store near city center, durgapur. West bengal. Customer care executive reply that, there is no idea store is available in durgapur, west bengal also not respond on my query about port out as i'm not getting the service, later i asked to transfer the call to senior & the executive put my call on hold, after resume he replied that senior is busy & not able to attend my call also took a callback request (Within 1 hour) but no such call received from seniors end as per the commitment.

Is this kind of service we are committing with customers, i don't know what response i will get after writing this email but trust one thing i have understood that now it's a high time & need to rethink about the further continuation with idea cellular.

Many times earlier as well complaint for internet related issue & never solved those problems, even for month on month i paid my bill but my internet usage was zero. Carry the other operator connection for internet use as i am not getting that service from idea cellular.

My humble request, please look into this issue and take the necessary action.

Thank you,
Sandeep ganguli
[protected]

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Jun 6, 2018

Complaint marked as Resolved

Idea Cellular customer support has been notified about the posted complaint.

Verified Support

Apr 29, 2018

Idea Cellular Customer Care's response Dear Customer,

As per our communication, we've informed that you can raise the request for 4G sim upgrade by refering to below given link. Also, we've suggested you to change your location from Kolkata to West Bengal for which you can refer to the below given steps for further assistance:

To activate your existing number with Idea, please generate unique porting code (UPC) by sending SMS as "Port<Space>Mobile Number" to 1900. You'll receive a alpha numeric code by SMS from the number 1901.
Then visit service centre of the location you wish to move your number to.
(Website link to check Idea store: https://www.ideacellular.com/customer-care/need-help/locate-idea-store?cid=west-bengal) and provide the UPC code & carry your following documents along with you.
- Passport size color photograph.
- Copy of valid identity proof (http://www.ideacellular.com/wps/wcm/connect/110d76be-8a0c-4f86-9ad9-309f82c08b8b/ID_Address_Proof_mah.html?MOD=AJPERES&CACHEID=110d76be-8a0c-4f86-9ad9-309f82c08b8b) (Please carry originals for verification)
- Copy of valid address proof (http://www.ideacellular.com/wps/wcm/connect/110d76be-8a0c-4f86-9ad9-309f82c08b8b/ID_Address_Proof_mah.html?MOD=AJPERES&CACHEID=110d76be-8a0c-4f86-9ad9-309f82c08b8b) (Please carry originals for verification)
- Our store executive will help you to fill the customer application form (CAF) & assist you with a new SIM card.

Refer to the below given link for the 4G sim upgrade online,
https://www.ideacellular.com/4g

Regards,
Lavina

Apr 29, 2018

Updated by Sandeepganguli Dear Idea Cellular Service. I am getting below error massage after click to the link for online 4G upgrade "Thank you for showing interest in Idea 4G.
Sorry! Your town is currently outside our 4G coverage".

Also today I received a call & the lady called me up was seems not aware about locations. I said, am in Durgapur (Disturbing - Burdwan) & she provides me the address of Kolkata which is more than 200 km.

Also she suggested to change my current address but not able to provide the address where I will visit to update my current address. It's a clear that the person called to provide resolution is not aware about the basic knowledge o[censored]nderstanding, only soft skill in communication not solving my issue.

It's more than 2 years (check my internet usage) I have paid for this service but not able to use 10% of data in any of the month.

You must have recording of every conversation àlso I do have few recent recoding during my interactions with idea either CC or Retention team etc.

My present location is given below either you send some person with 4G SIM or help to close over online upgradation but please don't call again and again to say about sorry for the inconveniences

I am tired of listen these sorry word. I am a customer & paying bill every month also you are not providing free services. If you can't resolve my query then lots of other companies are available in market.

Present location
5 E/2, Srinagarpally. 54 ft. Durgapur. West Bengal. 713213

Verified Support

Apr 30, 2018

Idea Cellular Customer Care's response Dear Customer,

Dear Customer,

As per our communication, we've informed you that 4G service is available in the given location and you can raise the request for 4G sim upgrade by visiting to the nearest My Idea Store. Also, we've suggested you to change your home location from Kolkata to West Bengal for which you can refer to the below given steps for further assistance:

To activate your existing number with Idea, please generate unique porting code (UPC) by sending SMS as "Port<Space>Mobile Number" to 1900. You'll receive a alpha numeric code by SMS from the number 1901.

Then visit service centre of the location you wish to move your number to.
(Website link to check Idea store: https://www.ideacellular.com/customer-care/need-help/locate-idea-store?cid=west-bengal) and provide the UPC code & carry your following documents along with you.

- Passport size color photograph.
- Copy of valid identity proof (http://www.ideacellular.com/wps/wcm/connect/110d76be-8a0c-4f86-9ad9-309f82c08b8b/ID_Address_Proof_mah.html?MOD=AJPERES&CACHEID=110d76be-8a0c-4f86-9ad9-309f82c08b8b) (Please carry originals for verification)
- Copy of valid address proof (http://www.ideacellular.com/wps/wcm/connect/110d76be-8a0c-4f86-9ad9-309f82c08b8b/ID_Address_Proof_mah.html?MOD=AJPERES&CACHEID=110d76be-8a0c-4f86-9ad9-309f82c08b8b) (Please carry originals for verification)
- Our store executive will help you to fill the customer application form (CAF) & assist you with a new SIM card.

For further assistance, kindly reach us on 12345 or 198.

Regards,
Lavina

Apr 30, 2018

Updated by Sandeepganguli So far I have discussed with multiple representative & none of them were able to provide me idea store address @ Durgapur, West Bengal. Only suggesting to change my billing address. May I ask a simple query? Where I need to visit for this.
So poor service or the person appointed on that designation, not able to understand a simple query & send massages that query is resolved & check online upgradation URL.

Thank you for all services, I have understood you people can't do anything hence no need to call me again. I will sure do the port out.

warm regards
Sandeep

Verified Support

May 04, 2018

Idea Cellular Customer Care's response Dear Customer,

Sorry for the inconvenience caused. We would like to inform you, that you can refer to the above process for the same. Also, as per the mentioned location above that is Durgapur you can visit to the given Idea store available i.e. Station Road Durgapur -01 Dist. Burdwan Pin No-713201.

Refer to the below given link for the nearest My Idea Store,
https://www.ideacellular.com/customer-care/need-help/locate-idea-store?cid=west-bengal

Regards,
Lavina