Dec 08, 2017 10:27 AM
78455 Views
My ordeal started in November 2017, when I called up ACT broadband for a new connection at my home in Bangalore, one among 300 apartments in a prominent apartment complex in Wilson Garden. It was Sunday and had doubt that someone will turn up for the new connection inquiry. To my surprise, someone named Siddeshwara turned up within 1 hour at my home with new connection brochure and forms. He was very sweet in talking and was very confident about ACT broadband services, how the company operates and takes care their customers at any time, any place and in any situation. As a joke, I asked him, whether he would vanish after I take a connection from him, he said it would never happen in his lifetime and they always pick up customer's phone if they face any problem.
Such a nice guy I thought, and booked the connection by paying 6 months advance for the ACT Fibernet Storm package. Mr Siddeshwara committed that connection will be up and running within 5 days.
Slowly days passed and the 5th day came, but I received no call, no connection or no show up from ACT. I called Mr Siddeshwara, and the ordeal started. He didn't pick up the phone. Next day tried multiple times, he didn't pick up the phone. Next day tried again using my another phone, he picked and after I introduced myself, he said he is driving and disconnected the phone.
I called up ACT helpdesk, they said I have to raise a service request as I am not a new customer(because I already paid). Gave another number to raise request. Request raised and within a day my service request marked as "resolved" because it is a new connection and connection is not active.
So I was in a situation where salesperson not interested in talking, new connection support is accepting my request as I am paid customer, existing customer's support team not accepting as I don't have a connection.
I launched social media campaign on Twitter and marked their twitter handle. Within one hour I got a call and they said they will resolve the issue, they said their services in Bangalore are overbooked and they doing great business and not releasing the more new connection. I written again on Twitter and reminded them that I paid 6 months advance, but received false assurances.
After one month of the ordeal, finally I received an email asking my bank details to refund my money, now as I write this experience here, I am waiting for the refund to happen.
