Are you planning to go for Beam? Has your friends said the Speed is Good? Yeah beware to ask them about customer support. Here is my story, which might give you the taste of Beam Customer Service. Below is the copy of the email that I wrote to beam which has the events.
This is with respect to a new connection complaint that I raised with beam telecom. I have requested for a new connection on 5th January and paid 2657 for six month connection. I have requested the beam telecome representative weather I can get the connection by 12th January as I have to leave to my native on 13th. I was told that it will be completed by then. But it was not, I have placed several requests through beam telecom customer care number but nothing seems to be moving therefore I want to take this issue to your notice. Here is the event summary of the issue.
Event 1: Jan 5th: I paid 2657 to beam representative for 6 month connection. I was told by the representative that the connection will be completed by Jan 12. I have insisted that I would be leaving for Pongal festival on 13th and I don’t want the connection if it can’t get completed by 12th. The representative assured me that the connection will be done by then.
Event 2: Jan 9th: I haven’t received any followup call from beam, so I called beam customer care to esquire the status of my connection. I was told that technician is notified they will come and give the connection that day.
Even 3: Jan 10th: I have called again for status. I was told that the technician is notified again and they will come and give the connection. Evening couple of technicians came to my home and fixed and empty box and left without even notifying me.
Event 4: Jan 11th: I have called customer care and informed them that the connection was not completed yet. The technician left without even notifying me. I was told by the customer care representative that I will get a call by technician by evening. I have waited till evening. I haven’t received any call again. I called customer care again and notified that I did not received any call. the ticket is updated as urgent as told by the customer care representative.
Event 5: Jan 12th: I have asked to transfer my call to Escalation Desk. I was connected to Jagadish from Escalation Desk. Jagadish apologized for delay and assured that he will do a personal followup on the issue.Jagadish spoke to back-end team and informed me that I will get a call from back-end team. After couple of hours some one called me and informed me that at 4 PM they will call me and inform me the status of the connection I said OK. I did not received any call that day as usual.
Event 3: Jan 13th: I haven’t got any call from Back-end team at 4PM on previous day. Jan 13th I have called again and asked to connect with Jagadish from Escalation Desk. Jagadish assured me again that the connection will be completed today EOD for sure. He said he will followup on the ticket personally.
Event 4: Jan 13th: I have waited till evening, I haven’t got any call as promised by Jagadish. I have requested to connect to Jagadish from Escalation desk. This time I got Chandrashekar from Escalation desk. He apologized for the delay again. Chandrashekar requested another additional day to complete the request and he said he will followup on the request personally just as Jagadish told. I have informed him that I have to leave home, But per his assurance I will wait that day. I have cancelled my travel tickets for Jan 13th just to get this task get completed.
Event 5: Jan 14: I have called customer care and asked me to connect to Chandrasekar from Escalation Desk. I was connected to Manoj from Escalation Desk. I insisted that I need to speak to Chandrasekar on the followup on my service ticket. Manoj promised that he will work on the issue. Then he tried to connect to the back-end team after a while he came back and said he can’t reach them. and he will call by 4 PM in the evening and will inform me what are the next steps Which means Manoj isn’t sure that my connection can get completed even on Jan 14th. I told I have to leave home and I don’t want beam connection any more. I have asked for refund of the money payed, as I want to choose another vendor. Manoj neither confirmed that he will refund the money nor he confirmed that he is going to get my connection done.