[Resolved]  Idea — Worst / pathetic customer service

Address:

Hyderabad, Andhra Pradesh

This is with deepest regret that I write to you today. I have been in the service industry since 8 years and never experienced this kind of pathetic, un-customer friendly and sick customer service like I had today with your company. This is in regards to the IDEA Wi-Fi connection that I have had since last 2 months. I gave up my old service provider “Excel Broadband” which I had for over 3 years because of IDEA Brand and expected excellent service from the folks at your place. I do agree that the idea connection internet is good too. However, my payment of Rs.610.80 Was pending 15th July ( I am still not sure about exact date ) and after that my services were deactivated since 23rd . I did not receive any message pre-deactivation with the bill amount nor any email. But did get deactivation message to my mobile post deactivation. I am a person who mostly travels and make bill payments online. Since I had no internet at home, I was unaware of website where I can make payments. I did not carry the website address. On 25th someone by the name “ GAYATHRI” spoke to me as a supervisor. She said she will send mail to activation team, but was waste of my time. Ii have no problem with bill payment but someone needs to walk me through the website. I called today again @[protected]. First spoke to a customer service Representative named “SWAPNA”. She was the most terrible, pathetic, rash/rude customer service agent I have ever spoken. She was very condescending and had no compassion for me as a customer who needed help to make payment. She did not even know how to walkthrough to website to make payment. I was not happy and asked for her supervisor. The Team leader Mr. Balakrishna ( or balakrishnan )who was the TL on duty came on line and patiently listened to my problem. He said he will give me a callback in 30 minutes after finding the problem with a solution. Even he had no idea about making online payments for IDEA Wi-Fi. This is the most shocking thing to see that not an agent but also a Team Leader can’t help a customer make online payment. Truly Shocking!!!!

I waited for 2 hours but got no callback as promised by your team leader Balakrishna ( or balakrishnan ). This was truly surprising to me as a person who had a great impression about Aditya Birla Group product can have such low unprofessional and disgusting employees with no customer empathy or responsibility. Hard luck I again called customer service @[protected]. Worst thing I again got the same lady “SWAPNA” on the line. Again, I was trying to get in touch with Team leader and she said that her Team leader tried to call me but my phone was not reachable ( Total LIES ). When again asked to talk to him, she faked and said that he is not available. Can there be a service with no supervisor available and after promising me , how can he just log off with no response. I then fought myself and found way online to pay WIFI Bill and finally got my password reset and paid online. Still awaiting my Internet Service to be activated in sometime.

IS THIS KIND OF SERVICE IDEA Gives to a customer like me?
What kind of action will be taken on irresponsible people like Mr. Balakrishna (n) and Worst Customer rep’s like Ms.Swapna??

**Courtesy : You can listen to the calls that I made for further clarifications

Thanks,
Krishna
+91-[protected]
Hyderabad