Mts (Sistema Shyam Teleservices) — Wireless Internet Service (mobile network)

Address:

712246

I have been a good customer of MTS (Sistema Shyam Teleservices) for over 1.5 years now, despite of the fact that their services were pathetic and the service team along with resoltions were unbearably sloppy and unprofessional; least to mention erratic.

From the beginning, I had speed issues with the connection. I lodged numerous complaints and each time it was closed abruptly without any resolution. Initially, I enquired a few times as to why it was closed even though there was no resolution; to this some lady (from some call-centre) would respond, "we cannot keep the complaint open beyond a date. So, we have closed it. But, your problem will be fixed". How ingenious!!

Finally, I gave up on them towards the beginning of last month. Paid the last bill as can be checked from the screenshot "current-billing-status-mts.png" on 23rd September 2015, ceremoniously ran my car over the 3G dongle they had provided (gave me so much sense of freedom at last) and wrote to their appellate authority to close the connection with immediate effect. I requested that they wave off any further bills because I had not used the device for more than 3 days of September. Please find below the entire trail communication.

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TRAIL COMMUNICATION WITH MTS APELLATE DESK - BEGIN
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Dear Customer,

Thank you for writing to MTS.

We regret the inconvenience you are experiencing in this regards. At MTS, we believe that our customers inputs / feedback helps to improvise our services and ensure that we strive towards achieving customer satisfaction.

You have expressed your concern in the email dated Wed, 30th September '2015 regarding postpaid MTS number [protected] about cancellation of your account, we would like to inform you that we are unable to raise the service disconnection request due to non-payment of your previous dues of 1239/-. We request you to pay the same and write us back to raise a request for account cancellation.

Further about speed issue, we would request you to kindly share the mentioned below details. We will raise a complaint regarding the concern.
• Contact Number:
• Signal Bar:
• Speed test with MTS server "http://speedtest.mtsindia.in/netgauge.swf" without DL & UL the data:
• Area Pin Code:
• Complete Address:
• Checked on another system:
• Checked at other Location:
• Since/when issue occurred:
• Slow speed trend (Whole day/Specific time)
• Preferable timing when our engineer can call you for remote troubleshooting/testing:

We wish to assure you that we have registered your feedback and would be working to ensure that this is incorporated in our service delivery in future.

We take pride in enhancing our customers with our response and friendly approach. It has always been our constant endeavor to ensure, that our customers are delighted by our inimitable approach.

Please do write in for further assistance.

Thanking you,
MTS Appellate Authority
[protected][protected][protected][protected]
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907261
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From: [protected]@vrisini.de
Sent: Wednesday, September 30, 2015 01:58 AM
To: Appellate.[protected]@MTSIndia.in;
Cc: [protected]@mtsindia.in;
Subject: Fw: 'MTS Mobile Complaint Closed'


From: [protected]@livingdaishonin.com
Sent: Sunday, September 27, 2015 12:25 AM
To: [protected]@mtsindia.in
Cc: appellate.[protected]@mtsindia.in
Subject: Re: 'MTS Mobile Complaint Closed'

Hi,

This is in continuation to the numerous complaints I had registered so far.

Anyways, “you cannot fix the problem”. This is a fact rather than just a statement. If you could, you would have done it already.
I became a Certified Novel Administrator in the year 1997 and later became a MCSE in 2003. I was holding an advanced diploma in “Cellular Technology” from Asset International in the year 1996. These are times when many of you were most probably in primary or high school. This was just for you to know where I am coming from and that my statement is not based on assumptions or frustrations. We both know what is the holdup with MTS not being able to solve these long-standing speed issues plaguing many of its customers. So, let us not get into details here.

I have paid the latest bill and I have not turned on the device for the past several weeks (please feel free to check this out). Please check screenshots referring to the internet connection which you had provided to me. Now that we have the facts, please turn off the connection immediately and I hope you would be considerate enough to wave off any further bills. That way, we can end this here in a civil manner. Else, continue speaking of rules at your own peril. I do not have the time nor the patience to listen to it.

This is how it plays off from here. Please disconnect the connection with immediate effect and wave of anything that might be outstanding. Check for yourself, the device has not been plugged in for at-least 15 – 20 days. No more calls, no retention team, no fixing of problems required here. Just send me an disconnection confirmation via email or SMS. Else, send me a bill and I send you a legal notice, drag all facts (you have no clue how much I have assorted) to the media, blogs, public forums, social-media and we see where your market stands.

Best regards,
Anupam Chatterjee
Vrisini Infotech

Anupam Chatterjee / CEO
[protected]@vrisini.com / +91 [protected]

Vrisini Infotech LLP
+91 [protected]
Chalachitram Complex
N-79/6, Lal Bahadur Shastri Road, Konnagar, India - 712235
http://www.vrisini.com


From: [protected]@mtsindia.in
Sent: Thursday, March 26, 2015 5:12 PM
To: [protected]@LIVINGDAISHONIN.COM
Subject: 'MTS Mobile Complaint Closed'

Dear Customer,

MTS thanks you for your patronage.

The issue pertaining to your MTS no. [protected] recived on 25-FEB-2015 16:11:54 has been closed.

Please find the closure details of your complaint no. FEB/6468 as under:
Customer Name Anupam Chatterjee
Connection type HSD_ULTRA
Complaint Reason SPEED ISSUE
Customer Contact NO. [protected]
Reported Date and Time 25-FEB-2015 16:11:54
Closed Date and Time 26-MAR-2015 17:09:34

In case you are not satisfied with the response received, please contact our Appellate Authority Mr. Deepak Saha within 30 days from the resolution received date, by fax at [protected] or email at appellate.[protected]@mtsindia.in or call at [protected] from your MTS No. to reach Appellate authority from Monday to Friday between 9.30am to 6.30pm.

MTS believes in providing you the best service at all times.

Thanking you

MTS Customer Care


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TRAIL COMMUNICATION WITH MTS APELLATE DESK - END
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If anyone has now gone through the trail conversation above, it does not take a genious to realize that MTS Apellate authority is asking me redundant questions. Infact, I am sure they did not even read my entire email because I was precise and they completely ignored the entire context. DEAR MTS, IF YOU GUYS DO NOT HAVE TIME TO READ MY FULL EMAIL AND STICK TO THE CONTEXT, I DO NOT HAVE TIME EITHER TO ENTERTAIN YOUR DUMB QUESTIONS.

The problem is, we have a general problem with narrow spectrum and bandwidth in India due to limited infrastructure and resources. Most service providers are suffering due to this. MTS was overzealous with their marketing strategies when they offered unlimited data for INR 999 per month and similar plans. That way, they made some immediate profits. But, in the process they bit a bigger portion then they could actually chew. I have technical evidence pertaining to this fact.

As for the unpaid bill "MTS Apellate Authority" is referring to, lets come down to some actual facts. My email is dated on 27.09.2015 which was further forwarded on 30.09.2015 (01:58 IST). So, the latest bill was generated after both these dates. Hence, you cannot be referring to this bill. I would then conclude that you are referring to the previous bill which was already paid on 23.09.2015 (before my email to you). Which bill are we talking about? Do you guys not check your records before shooting emails to your clients?

What I want is clear within my email. Read it once more and do the required. If anyone tries to call me up again in order to discuss things further, I know my legal rights in terms of criminal harassment and I have lawyers of my company who receive salaries and are hired to do my bidding. I will not restrain from taking severe steps if pushed any further. This is a closed discussion for me. Please just disconnect the number, wave of the current bill because I have not used the connection for over a month and a half, as it was unusable despite of repetitive complaints which did not get resolved. Send me a confirmation.

Regards,
Anupam Chatterjee
(0) [protected] (M)