Apr 19, 2013 06:14 PM
1239 Views
I used Matrix when I traveled to Canada in 2011. I was travelling from Canada to UK where I was staying with friends so didn't get one for the UK. I had my tickets and dates all booked and planned before I left. Right from the start, I had problems with Matrix. Be it with them replying to calls or emails to their executives not being able to answer simple questions about data tariffs.
The executive who was in touch with me, Shiva Gupta forced the SIM card at me the day before she quit the job. Just following up after was a task! Then the next person, Kriti was just as incompetent and obnoxious. At one point of time, she hung up on me when I asked her a question she couldn't answer and just wouldn't answer her phone when I called back. 2 days later, when I call her she has the gall to tell me that I was asking too many questions. I am a dentist by profession.
One day, I am waiting for her to walk into my practice with severe tooth ache and a swelling the size of her face. Once on the chair, I will do some procedures in her mouth , ask her to pay through her nose and if she asks me anything, I am going to tell her that she asks too many questions!!!
Finally, after repeated requests during my stay in the UK, they did not disconnect services on the Canada SIM and charged me a daily rental till I returned from my 2 weeks stay in UK!!! When I came back and called customer care, no body had any answers. No one could help despite repeated calls. Once when I asked to speak to a manager, one executive actually told me that ALL his managers were at a meeting!
He said he would get me a call back. I never heard from him or anyone after. But I kept getting email and sms reminders to pay my remaining bill which I refused. 6 months ago, Matrix actually had the audacity to issue me a notice for arbitration. On my lawyer's counsel, I duly ignored it. The amount due besides my deposit of Rs. 5000/- was around Rs.1500/-. Then 2 months ago, Matrix via its lawyers actually issued me another notice claiming that if I did not make the payment, legal action would be taken. By now, including interest the amount payable had reached Rs.3500/-.
Again after repeated calls and speaking to half a dozen completely incompetent and rude executives, I was told that no legal action will be taken if a full and final payment of Rs. 1500/- was made. After I made multiples requests for the same to be sent via email, they did and I paid the amount. That was the end of my troublesome experience with Matrix.
Let me tell you:
In 2 years, there has been no improvement in the quality of their customer service. It just goes to show how much for granted they take their customers.
Whoever (no exception!), I have spoken with in Matrix has thrown around attitude. I completely agree with a previous review that I read that they all have a customer-can-go-to-hell attitude.
Although they had a executive get in touch with me in the middle (as a customer satisfaction survey exercise) , it fizzled out as suddenly as it started.
In my opinion, this amounts to extortion. They made me pay for something that I had not used and for a service that I had asked them to stop.
The only reason I made the payment was so I could have some peace of mind and not run around courts for Rs. 1500/- But I guess they knew that already.
I come from a family of lawyers. All of them were against me settling. They said that Matrix should be taught a lesson so they do not take more customers for a ride. I put their advise aside only for the sake of convenience.
With so much backing, if I have let Matrix go for their unacceptable behaviour, I wonder what other customers have succumbed to!
