Apr 30, 2017 09:51 AM
30583 Views
ACT Fiber net:
I am put up in Yelahanka, Bangalore.
Took a decision to buying ACT fiber net based on the recommendation of a neighbor, who was currently(at that point of time using ACT Fiber net). Requested him to refer my number for a new connection, will he did. This was done approximately in morning at 8 to 9:30(don’t remember the exact time as this is more than 4 months old). Subsequently received a call within 4 hours and executive visited my house and took 15k for a connection, 6 months advance and a personal switch. I got my connection within 2 days and my net was up and working(my plan is 100Mbps ACT incredible).
I have used the net judiciously.
Now comes the problem. In past 4 to 5 months I have raised more than 20 complaints about net not working and when this complaint gets resolved immediate complaint raised next will be slow internet speed. In short, every complaint to resolve completely takes approximately 3 to 4 days, and be sure u get waiver for days your net was not working, not for the days your net was working slow.
The last complaint I had raised was regarding net not working, the complaint was raised on a Wednesday from the app, received an immediate message saying that will get rectified with 24 hours. Post 24 hours received another message saying it will get resolved in another 24 hours, this repeated till 5 days, everyday called customer care executive, those people sitting at call center have standard reply such as
1.We sincerely regret the inconvenience caused(please don’t regret).
2.We understand your problem(did I call u to understand my problem and for your sympathy?).
3.Please give us the time of 24 hours from now and we will get it rectified(please mention 24 from hours since when the time complaint was raised or since the time I called u).
4.We have escalated your complaint to the highest level(what is the highest level?)
5.We have discussed with the backend team and they are continuously working on the problem(the antenna of act is two houses from my house and I can see no one working on it).
6.Sir I will personally look into the complaint and get it resolved(called customer care so many times and every one was personally looking into my complaints).
7.Sir if u have complaints please escalate it to our nodal officer.
8.Sir, I see you have regular complaints please go ahead and raise a request for cancellation of request(my reply is just refunded me my money and take all the equipment u have placed in my house)
9.Sir your connection is only for 2300 and u cannot call and complaint so many times(my reply was please pay for one month of my connection and let the connection be disconnected for the complete month I will not call and complain).
10.Every time spoke to a Team Lead named RAVI, now I am convinced that he does not know what the complaint was, as his reply was:-
a.For all 5 days asking me 4 hours at max to resolve the complaint.
b.Sir u have multiple fiber cuts, it will take time(to put a new fiber connection it takes to 2 hours but for fiber cut, it takes u five days)
11.New reply from the customer care, sir the local service provider is purposefully cutting your fiber(please let me know y only mine? As far as I know there is no service provider in my area except dongles).
P.S:To customer care employees: - if u ask customers to raise a request for cancellation of request and customers to go ahead with it, how long do u think your job will be secure?(Food for thought).
Finally, post 5 days of repeated calls and argument executive came to my home and when I questioned him, he informed me that my complaint was not allocated to any executive for past five days.
My 150 GB was hiked to 250 GB, please let me know the use of 250 GB when your net is not working for 10 days in a month.
Will never recommend this connection to anyone. Worst service was seen. If your last date is on 30th of every month, u will start getting calls from 25 saying to make payment, then why does it take more than 5 days to rectify a complaint.
1 Gbps net speed is no use if your net is disconnected doe 10 days a month.
