I took this ACT connection 1 week ago. Before this in Bangalore I used BSNL for 4 Yrs, Tata WiMax for 2 Yrs, Airtel Broadband for 1 Yr, Tikona for the last 3Yrs. So I had a good taste of customer service from most ISPs in Bangalore.
The connection was provisioned in 2 days time even though the promised time was 10 days. That was a surprise. Once I got the connection, it worked fine for 2 days with very good speed and it stopped working the very next day. Then I started to realize the real picture of their customer care. may be it is too early for a review, but in 1 week I have got a real taste of their service.
There is no toll free number to log the complaint or to know the status of your complaint. You have call their tolled number and wait for 7-10 mins. In last 4 days, I made a total of 10 calls each time waiting for upto 10 mins. Think of the time and the call charges wasted. Since the issue is not yet fixed, I will continue to waste my time and money.
Their website claims 24Hrs as the SLA. When I pointed this out to the CC, he says that it is 24 working hours, which translates to 3 working days. My issue started on a Saturday, so even after 4 days, they claim they are within SLA. I feel kind of cheated, and now I look at each and every word mentioned in their website with suspicion. Even their FUP, speed everything has to be looked at for fine prints like these.
Their call center executive sounds ready to help, but my issue was a faulty OFC which needs the technical engineer to visit the place. This is the main bottleneck of their customer service. If you read about the reviews of ACT on various forums, you will get the real picture of the state of affairs of their technical team who takes their own sweet time to fix the issue at their convenience.
The customer care promises the engineer will visit the site before 12PM every time I call them. No one showed up on Sunday. On Monday, I took half day leave waiting for him and after much follow up and shouting at the customer care he showed up by 2:30PM. He checked the connection and told me that it is an OFC issue which is outsourced to a contractor and he will come by evening. So my half day leave turned into full day leave waiting for the OFC guy, but no one showed up. After calling customer care they again promised the visit before 12 noon on Tuesday. No one has showed up neither did anyone called up.
This somewhat reflect the state of their field engineers and I feel they are the biggest let down for the otherwise good broadband connection.
I will update once the issue resolves.
In short what I would like to see in ACT.
A toll free number or SMS gateway to register complaints easily rather than making customers wait for 10 mins on a tolled number.
A call back from assigned engineer or a SMS with Engg contact with approximate time of visit after registering complaints which requires site visit. This will avoid the unnecessary waiting time anticipating his visit. Atleast I can avoid taking leaves waiting for his promised visit before 12PM.