Nextra Teleservices Pvt. Ltd. — Appalling customer service

Address:

201009

Hi All,

Sorry for jumping the gun, in this mail if you find me too sarcastic that is because I am to irritated to right this mail, which again is an understatement of the agony I am going through. I will describe again my journey with your teams because I am convinced of the calibre and the systems in place you have will not help you to understand the issue because you have NONE IN PLACE.

SALES DAY : The sales day, I enter the society where I had moved in recently and notice this jazzed up leaflet with 10 MBPS internet speed. First mistake I got carried away with the features not knowing what horrendous journey I will go through should have listened to my wife( a woman intuition) to go with a brand. Sorry to say you are not even 1% of the brand you claim to be. Had to shift from Airtel to you as IPTV was not available. Anyways I called up this number on the leaflet and within 30 minutes this guy shows up talking nice English and being courteous not knowing he would turn out not owing any responsibility and sold me the plan. His name is Kapil to identify mobile# [protected]

INSTALLATION DAY: I made it ample clear to the sales rep and number of calls I got from Nextra that when I had taken the connection I was in the process of shifting and not shifted yet and would require the connection to be installed on 23rd October. On the installation day I had made in all 52 calls to Kapil and some tech guy named Sudhir at landline#[protected]. The day started with “Sir, sending the tech guy in 30 mins” at 10 AM in the morning with the installation finally getting done in the evening at 1830. The person who installed the router bought a 12 inch wire where the router had to be kept shabbily on the ground in a corner. When contested this is the wire which is provided by the builder. What nonsense learn from the bigger players they don’t come up with excuses but deliver what the customer wants. Anyways another mistake was to trust you to get the router to which I was given a single antenna. Now tell me is it the duty of the customer or the installation engineer to check connection feasibility in the house? The wireless connection was only available in the living room.

Subsequent FOLLOWUP’s: - Now the saga started, till date I have been following up with the above mentioned names today is the 17th day of me using the internet by sitting next to the router in the living room. I thought WIFI was for your convenience and not torture. Anyways now I will come to your customer care, on 30th I was advise by the landline number mentioned above that if you want to relocate the router you would have to pay Rs 572 as reinstallation/shifting charges I was infuriated by this demand. The person on the other end then advised me to call up Nextra and tell them for change of connection and they will help us to get it arranged for free of cost. My only issue first you install incorrectly and then to move the router I have to pay money and that too in the same house. I called up nextra on 30th October to get this done by the way there is no call record you have because I think the pen and paper you use to address customer query got thrown into a bin. Nothing happened for the next couple of days. I again got in touch with Kapil who advised me to go for a double antenna router(mail attached) to which I agreed and paid him to get me one. The result again limited connectivity in the same area not even a single metre of difference. I have till date diligently followed up with all the mentioned above no resolution till now.

CUSTOMER CARE IS A JOKE:- Yesterday after failed attempts of negotiating with your local workforce I decided to call up your customer care. The call was picked up by one of your agent “Reeval” who had so much attitude to throw not good for customer care, I requested him to make me talk to his supervisor to which he said he would arrange a call back on insisting and threatening to take the matter to consumer forum he said you can do whatever you want it’s your right. On insisting further on what happened to my ticket raised on 30th he said it was closed as resolved by same Mayank Doorwal without my consent. Later on insisting on getting transferred to his supervisor and asking his employee ID he disconnected on me. I called back again landing this time with Bhawna who was prompt enough to transfer me to her manager understanding my frustration. I was transferred to a floor supervisor “KRISHNA” who lied and cheated his chair of responsibility. This guy first of all said that his phone does not allow him to conference lines and has only one phone line. I have friends in cisco let me know will get you a good deal. Anyways he promised and advised he would get this resolved and get a call back arranged in 2 hours and will follow up himself. Between yesterday and today more than 18 hours have passed and I don’t have a resolution.

My proposed resolution is either you disconnect my connection and give me the refund of one month’s subscription or you resolve my issue and give me my one month’s subscription. Anyways I would be putting a complaint against you with the builder of cheating so that entry of Nextra employees is banned in the complex secondly I would be initiating a blog on consumer forum. With this mail all levels of nextra escalation matrix has been informed. Failure of rectifying the issue in the next 48 Hours will lead me to take this matter to consumer court.

Looking forward from some true action and not just bogus lies.

Regards,

Ambarindera Chaudhry