22 days ago
26 Views
Even after multiple calls and follow-ups, it is disappointing to see that nobody has taken responsibility for resolving this issue. Despite my repeated attempts to seek assistance, the problem remains unresolved, and there has been no proactive effort from your team to address it. This lack of accountability and attention to customer concerns is highly unprofessional and unacceptable. I request immediate action to resolve this matter without any further delay.
A worst service experience with Excitel Broadband would include severe and prolonged issues such as:
Incompetent Customer Support:
Unhelpful or rude customer service agents repeated false assurances, or a complete lack of follow-up on complaints.
Negligence in Issue Resolution:
Persistent problems(Folloups - Call back) being ignored entirely despite multiple follow-ups.
Lack of Proper Resolution:
Customer care agents provide generic or incomplete solutions that do not address the issue at hand.
Troubleshooting steps suggested by the support team fail to resolve the problem, forcing customers to repeatedly call for assistance.
Fake Commitments:
Agents promise swift resolutions or technician visits within a specific time frame but fail to deliver.
Frequent assurances like "the issue will be resolved in 12 hours" are not fulfilled, leading to frustration.
No Callbacks:
Promised callbacks from supervisors or escalation teams never happen, leaving the customer feeling ignored.
Customers are often left to follow up repeatedly without any proactive updates from the support team.
Lack of Ownership:
Agents blame technical teams without taking responsibility for ensuring resolution.
Complete Negligence:
Critical issues are ignored entirely, with no updates or follow-ups from the customer care team despite multiple complaints.
Repeated Fake Commitments:
False promises like "The technician will visit today" or "The issue is resolved" are made repeatedly without any action.
Tickets are closed prematurely without the issue being resolved.
No Communication or Callbacks:
No callbacks from supervisors or escalation managers, even when explicitly requested.
Customers feel abandoned, as no one takes ownership of the complaint.
Unprofessional Behavior:
Rude or dismissive behavior from support agents, showing a lack of empathy or professionalism.
Instances of agents disconnecting calls mid-conversation or providing misleading information.
Prolonged Resolution Times:
Simple issues like Device collection disputes remain unresolved for weeks or months, severely impacting the customer’s trust.
Escalation Ineffectiveness:
Escalating the issue to higher levels yields no better response, as the entire system appears inefficient and unaccountable.
Bad customer care service causes frustration due to slow responses, incomplete solutions, and poor communication.
Worst customer care service leads to complete customer dissatisfaction with zero accountability, unfulfilled promises, and outright neglect of issues. Such service not only damages the customer’s experience but also harms Excitel’s reputation, pushing users to seek alternative providers. Customers facing bad or worse service from Excitel Broadband often express anger and dissatisfaction over the lack of reliability, professionalism, and value for money. These experiences can significantly disrupt work, education, and leisure, leading users to switch providers or escalate their grievances on social platforms.
