I am writing to express my dissatisfaction regarding an issue with my recent recharge on the Sun Direct app.
On 27 March, I successfully recharged and activated the Sony Entertainment channel. I also received confirmation, and the channel was working perfectly the same day. However, the very next day, the channel was automatically deactivated without any reason.
When I contacted customer care, they acknowledged that the channel had been deactivated, yet instead of resolving the issue immediately, they only registered a complaint and asked me to wait for 48 hours.
I would like to raise the following concerns:
1. Why was the channel deactivated automatically despite successful activation and payment?
2. If the issue was identified during my call, why was it not resolved instantly instead of making me wait 48 hours?
3. Why should customers suffer and miss their favorite programs due to technical errors from your side?
Because of this issue, my family and I missed our favorite programs, and our weekend was completely disrupted.
Additionally, I would like to highlight that:
- The Sun Direct app frequently behaves unpredictably while activating channels or updating subscriptions.
- The base pack selection interface is confusing, with dropdown options changing in a way that makes it difficult for subscribers to choose correctly.
- Despite increasing subscription prices, the service quality and customer support are not improving.
I request you to:
- Immediately restore my subscribed channel without delay.
- Provide a valid explanation for this issue.
- Improve your app functionality and customer support response.
- Ensure such incidents do not happen again.
Kindly treat this matter seriously and resolve it at the earliest.
Subscriber Name: Anil Thomas
Thank you.
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