Dear All,
I am writing this mail with extreme pain and hopelessness.
I have been a customer of ACT Internet for the past 4 years. Recent developments have made me feel miserable and has also made me realize that it is time to end this relationship.
On Tuesday(1st September) evening, my internet connection went down, I raised the issue through ACT App on the same night, the message was delivered to me that the issue will be resolved by 2nd Sept 4 PM. It did not happen and I called your customer care on 2nd Sept night and I was promised two things, a call back from the filed engineer and was assured that the issue will be resolved by 10 AM next morning (i.e 3rd Sept), I waited for that to happen, but that also did not happen. Then again I called the customer care and on 3rd Sept morning and I was given a new deadline saying the issue will be solved by the afternoon and was also promised a call back from the field engineer. It did not happen, I called the customer care in the afternoon again and I told your guy that if the connection is not restored by end of the day please initiate the disconnection process and let us end this. Again today morning also still the connection is not up. I called the customer care again and as usual, another false promise that the connection will be up by afternoon at max.
And now around evening 4:30 pm, I receive a call from your Filed Engineer, Mr. Nanda Kumar, that he is coming to check the issue (Shocking to know as all these days I was told the issue was resolved by 70%, & so on), waited patiently. But again, as usual, a false promise, the guy doesn’t turn up even after one hour. So I call him again at 5:45 PM, he assures he is just 5 min away. Yet another false promise, again I call him at 6:30 PM and the guy stops picking my call. And when I called him from another number he picks the call and tells me it is already late in the night, I will come tomorrow.
I am extremely disappointed the way this has been handled by your team and I have decided to discontinue the services. On a normal day/Situation, I would have not felt this bad as most of the time I would have spent at the office, but due to the Corona I am working from home and as you all must be aware the Seamless Connectivity is the first and most major thing for the work to flow smoothly.
Here I have lost the internet for the better part of my week and the trouble I had to go through is unimaginable.
I am writing this mail so that you guys at the top level should know the pain which the customer suffers by irresponsible guys who handle the customers. I would have not felt this bad had your guys told me the case would be resolved only after 4 days due to the problem is big or we have fewer guys on filed due to corona, but No what happened here was a complete misuse of the trust, I was given false promises day after day, every time I called the customer care it was false promises.
Anyways I have decided to move to one of your competitors. I hope action is taken against those who have made the situation this bad.
I would ensure this reaches out to the maximum people through social media because people should how you guys con the customers.
Customer ID: 102015407855
Location: Yelahanka, Bangalore
Disconnection Req No : SR10245273900493
Regards,
Ganesh R M