I wish I had read this site and ssdarshan's review before I applied for Iqara connection in Navi Mumbai.
Below is the cut-paste of the mail I've sent to the Iqara feedback.. hoping against odds that it will be answered to.
Sirs,
With deep regret I write that my experiences with Iqara Broadband services have been extremely bad. I am subscribed to the Iqara Comfort plan but ironically it has brought a lot of discomfort to me.
The events run like this:
Last Week of October: My connection was gone and my repeated calls to the customer care could not resolve nor could provide any reasons to it. Strangely, none of the executives would transfer my call to the supervisors/ managers nor would they give me an alternate number to put forth my complain. All I got was a promise of callback which never happened.
03/Nov/2004: After a week of fruitless calls, I went personally to Vashi office where Mr Mxxxx Pxx helped me and resolved the case in 5 minutes flat..!! Apparently it was just a renewal issue.
I came out wondering why it took a week, countless calls and a personal visit to office to solve a problem of this magnitude.
My questions were answered just the very next day when my connection went off again:
04/NOV/2004: Complain Registered with the customer care 20041104_xxxx. Complaint is taken as a ''High Priority''. Promised a callback within 24 hours.
04NOV - 16NOV:I come to know that my complaint has been wrongly registered as 'Cable snapped by local cable operator' whereas I've complained as 'Not getting signals.. a possible physical cable fault'.
At least 15 follow-up calls to Customer Care. No Callback, No action, No escalation, No Site visit, I get a standard scripted response* from the Customer Care that the complain has been forwarded to the 'appropriate deptt' with the 'highest priority'. The customer care refuse to tell me which number to call for resolution.
16/NOV/2004:I pay a personal visit to Vashi Office again and request Mr Yxxxx to check my connection. He obliges and does an interim arrangement on my connection. Promising to send a cabling person within 24 hrs for a permanent fix. The promise was not kept.
17NOV (or 18th).. The makeshift solution snapped. Obviously frustrated, I call on a personal mobile number of Vashi Office employee to help.
22/Nov/2004:.. Another team of technicians come to my place.. do the same makeshift arrangement and promise to send the cabling person by afternoon. Promise not kept as usual.
24/NOV/2004:The modem goes offline again. Repeated calls to Customer Care generate the same response* of the complain being forwarded to the 'appropriate deptt' with ''Highest Priority''. Callback promised within the same business day.
26/NOV/2004:Request on the personal mobile phone of Mr Xxxx from Mktg Dept to help me. Mr Xxxx calls back (THE FIRST CALLBACK EVER BY IQARA). He expresses his regret and promises the fault will be rectified by afternoon. Once again.. Promise not kept.
TODAY:I am working on via my phone-line. Ticket 20041127_xxxx not closed after 23 days
The reason for this long list of event is certainly not to comment on your process which I'm sure you would be working hard to build and maintain. I too come from a consumer based industry and am aware of the amount of work behind the scenes. Instead I want to highlight the plight and the helplessness of a customer in the event of problem. The customer care is the SOLE WINDOW for all the communication regarding Iqara Broadband and with the lackadaisical attitude of the people/company manning it, that gives a bad name to your company. Pl go at the end of this mail for sample conversation with the execs.
That said, for the last two months I've been a customer of Iqara, I can safely assume the offline time at 50%. I was privileged to know the addresses of office and mobile numbers of one person in Mktg Dept so could at least secure a temporary solution for 2-3 days in between.. not all the customers are.
I seek an explanation as to what may have precluded anybody to keep the promises that were made for the last one month and <U>seek an immediate re-imbursement/adjustment of the amount that I've paid to buy a 30-day Comfort pack as I've been more offline than online.</U>
A copy of this mail will also be posted on the product review site https://mouthshut.com .
Regards,
Sample Conversation with Customer Care execs [ (names masked), and other names I cannot recall]: 20+ calls at last count.
''Supervisor is on a long leave and won't come back even tomorrow. There is no caretaker supervisor.''
''We are neither allowed to transfer the call, nor to tell you the numbers. The Customer care number is the only way you can contact us. This is the way it is.'' - On being asked whether there's an alternative source since it is my 10th call.
''You know Sir.. these cablewallah always snap up the wires. It must be them. I'm sure.''
''Why don't go to Iqara.net and click on contact us for a list of phone numbers and e-mail...<PAUSE> Oh I see that you cannot do that since your complain is regarding a broken connection.''
''The mail to feedback@iqara may be read within one month.. er.. I'm not sure.''
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- Thank You! We appreciate your effort.