The biggest mistake I have done in my life is getting the Sun Direct connection. I got the dish and STB installed on 02/07/08 and its now 07/07/08. I am very happy to say that I could now watch only the DD channels by paying 2000Rs. I was told by the dealer that I have to switch on my STB for 24hrs to get the basic package activated. It’s now 5 days since I turned on this STB just to see the message on screen saying "E16 Service is currently scrambled". Its going to be 1 week now and nobody is bothered to help me. The most disheartening part is when I called your call center in Bangalore. The first call was made on Sat(05/06/08)one lady picked up the call and she was hardly able to speak in English(This is what she said on the call "I am really sorry for the convenience caused to you"). She asked me for all the information like(name, ph no, STB no, smart card no...ect) she made me to repeat all this information at least 3times and I am pretty sure that she would not have got the information logged correctly. Finally she asked me to switch on the STB for 24hrs so that the connection would get activated.
I waited for 1 day and the next morning I called up again to the so called call center. Another lady picked up the call and its again the same kind of reception I got and I am wondering how sun direct could hire such kind of people in their call center. This lady again started of with the same asking me for the(ph, STB no, etc...) and again told me that it would take 24hrs to activate the connection. I totally lost my cool and finally she put me to her senior agent who was no better. She finally escalated it to one Supervisor by name Jayan.
Again we are back to square one in information collection. He collected the same information from me and promised me that my connection would be activated immediately(i.e on sun 06/07/08). When I told him that sun direct is going to loose lot of customers if this is the case, he gave assurance that the connection will get activated and I will be able to see all the channels on Sunday itself. After about 1hrs time again Jayan called me asking for some more information and this time it was something different, he now wanted my scratch card sn number and pin number to activate the connection. I some how managed to get this information from my dealer and called him up gave the information to him.
Again he called me back saying that he needs the distributor’s name and the ID. I called my dealer again took the information and called Jayan and gave him the information. I waited the entire day and wasted my complete Sunday thinking that the connection would get activated but nothing happened. By around 3pm I again called him(Jayan) to check whether he is trying to fool with his customers. The fellow again replied saying that definitely it will be activated asking me for some more time and gave assurance that I will be able to watch all the channels on Sunday itself. I waited till 8pm and since nothing was happening I called up your call center again. This time it was one guy by name "Sunil" who picked up the call. As soon as he picked up the call he put me on mute and vanished and after about 5Min’s to my surprise another person picked up the call by name "Shaif Ahamed" addressing himself as Senior agent. When I asked him where is the other person gone he said its his log out time and that’s the reason he went off. Oh my god !! this is pathetic customer service I have ever received in my life.
This fellow kept on repeating" Today is Sunday no" that’s the reason its not activated and again said the same crap it will be activated in 24hrs. He was sick. He could not speak proper English. Please for god’s sake don’t hire such kind of people who can hardly speak and does not know customer service. It’s now 6th day and still the same mantra" will activate it within 24hrs". Again I called up the call center today morning(07/07/08) and spoke to one of the Team Leader who assured me that I would get a call from someone in activation department by name Sandhya.
Finally Sandhya called me up and followed up on this and the connection was activated with so much of trouble and pain. I am one of the most dissatisfied customer of Sun Direct and never ever would recommend Sun Direct to anyone. Till now no one has responded to my mail.
Regards,
Elson