The worst connection to get ever! I took Spectranet in Bangalore. Read my email to Spectranet customer care(on 18 February 2014: 1.21PM India time) after following up with them to install Spectranet Connection for 8 days, you will then get entire picture of why you shouldn’t get Spectranet:
With reference to the above information, I have taken up a new connection with Spectranet, to which I subscribed on Monday, 10 February 2014. I received a verification call from Spectranet at around 7 PM on Tuesday, 11 February 2014 and a call for installation time suitability at 9PM on Tuesday, 11 February 2014. I had given them a suitable timing of 5.30 PM on Wednesday, 12 February 2014. I was extremely delighted by the prompt response from the Spectranet Team. However, this delight was only short lived.
I waited for a revert from the installation team on Wednesday, and had left early from office for the same purpose. However, I received no such call. I even waited for a call on Thursday and Friday. But again only to be disappointed. Finally, I made a call to register a complaint at your call center on Friday, 14 February 2014 at 3.50 PM. The same complaint number is listed above. I was told that the complaint would be resolved in 24 hours and my connection would be installed in the same duration.
As it stands now, it has been 91 hours since I registered my complaint. I have received no calls from your end till now, none what so ever. However, to follow up from my end, I have made calls to your call center to follow up on the issue/complaint. I must have made 2 calls per day after the lapse of 24 hours of registering the complaint. During my first call in the day, I receive the reply "Sir, you issue is escalated, and you will receive a call today from our installation team soon".
I do not know what the issue is but, I haven’t received the above mentioned call from your team till today. To follow up when I call back again in the evening, the following are the standard replies,
"Sir, you have already been allotted an installation engineer"
"Sir, your issue is escalated to my seniors, they are looking at it"
"Sir, I will ensure that this issue is taken up with priority"
"Sir, I ensure you that your issue will be resolved tomorrow for sure"
"Sir, we are continuously following up and trying to resolve the issue"
"Sir, I will follow up with the concerned team and my seniors and make sure that the issue is resolved"
"Sir, tomorrow morning you will receive a call from us"
However, even on insisting to let me know what the issue is, I do not get any answer from your call center people. When I ask to talk to the concerned "seniors", I am put on a hold for a long duration with a following reply every time "Sir, our seniors are busy at the moment and not answering, I promise you that your matter is being looked at with extreme priority"
I do not see the "allotted" installation engineer, nor the priority, nor the escalation nor the seniors working on it, since as of now I don’t even have information on what the issue is and why my connection is not installed yet. This is the least information that you could provide. All I get are standard book replies from your call center executives. I have made the payment upfront in advance and have been extremely patient with Spectranet. However, all I have received in return is extreme disappointment and extreme un-professionalism from your end.
I am sorry but this experience has left me with a very bitter taste of your customer service and support and I only have negative reviews about your connection. I am sure you would be aware of word of mouth publicity, and the way you are handling my connection issue right now, you should not be too hopeful of me recommending Spectranet to anyone.
I don’t know what to expect from this mail as I am not sure whether this mail would help resolve my issue quickly or whether it is going to take forever even now to just receive a revert call back from your team. However, I do hope this mail does reach the mail box of the concerned "seniors" who have always been busy whenever I have tried to reach to them via your customer support.
While I understand that installation takes around 5 working days, I would like to iterate to you that 5 working days are also past and the reason why I posted a complaint was that I had received a call for installation from your end on Wednesday with no follow up after that.
On an extremely bitter note and distasteful customer service, I urge you, one last time to resolve my issue as soon as possible and at least give me a revert call for the sake of courtesy, if not anything else.
Regards,
Mayank, I am sure if you go through the above mail you would get a good enough reason apart from the above mentioned comments..