Spectranet — Consumer harassment

Address:	Mumbai City, Maharashtra, 400101
Website:	www.spectranet.in

Spectranet’s customer service is one of the worst that we have seen in the space so far and would like you (the reader) to judge our words basis the story / issues detailed below:

1) We installed Spectranet in May 2015, where the technician added a RPO adapter of 1 amp to our 5 amps Netgear router

2) The service has been having intermittent outage issues, but we have still been patient and running the account for the last 12 months paying almost Rs.7k / quarter for high speed / space

3) We have had a router outage last month, and had to get the same repaired for Rs.2500. The main reason for the router failure was the adapter according to the repair shop person. As a result, we threw away the adapter as it became defunct (and we didn't realise that it was provided by Spectranet last year)

4) Now we have been having service outages for the last few days. We made a complaint and the technician arrived at home on Friday 3rd June. He said the RPO adapter is required for a smooth functioning of internet and if he has to add a new one (which he had in his bag) then a) needs the defunct adapter and b) he can't install the same unless Spectranet’s customer care team gives him a green light for this action

5) We spoke to Mudit on the customer care team for about an hour while the technician was at home, told him that we are ready to pay for the new adapter. He said that the process doesn't allow him to approve this straight away (despite our green light to charge us another Rs.[protected] for the new adapter just to save time and the pain of the process flow) but he said he will get the same installed within 24 hours post getting the approval internally. This was his best commitment according to him

5) We have been speaking to Kapil, Akhil, Nikhil, Gunjan, Akhand, Mudit (again), Abhinav (and almost everyone on the customer care team) since yesterday spending almost 5 hours on the call and they have still not processed the same, and not committing to a time either

6) They are not willing to cancel and refund the balance on the account either

We have also written to their CEO via LinkedIn and yet to hear back. This is a pure case of consumer harassment, where the customer care team has no process / SLA / customer centric behaviour / coordination / power internally to do anything good for the customer. It is a hopeless experience to go through despite paying such a huge premium for the service. STRONGLY RECOMMEND STAYING AWAY FROM THIS COMPANY & HORRIBLE SERVICE