Internet is down in Uttarahalli Road, for over 2 days, customer care executives are well trained and polite, but management / Leadership is horrible, do not respond to escalation tickets, no call back for ticket raised, no updates on email or SMS, below are key issues
1) Help line number gives message as "No, busy, No, not reachable, Call drops after dial"
2) Once call connects, it takes over 10 min of hold time to get an agent on call.
3) They have standard SOP based answers, not aware what is happening in the Telecom/Network. Don’t give correct info, commitment given by them is never honoured.
Below the chronology of events: Agent names I spoke to, Ticket No, they raised
2nd June -
2pm: Tried to call helpline no’s over 10 times, call says busy / no, not available / call drops.
3pm: SR10240669270312 logged ticket online and got a message that it will be resolved by 6pm same day, post that there is no updates.
3rd june -
Multiple times tried calling help line, no answer or call drops.
Sainath - 12:18 pm - 18min wait time - he said he will connect to manager Ashok, never happened
4th June
Soundarya - 7:40 am - was holding for over 17 min, she committed to call back in 2hrs, but no call back.
Waseem -12.10 pm cut the call after 6 min, wait -
Shanthani - 12:20 pm - 9min wait to get connection - Manager-Krishnavani - she committed call back within 2hrs, never happened.
Call back ticket no: SR10240757444207 -
Raghupathy 2:55pm - 15min wait on call, converted the ticket to RED ALERT, he said, he pinged Krishnavani, and also his supervisor- Jagan- he was not online, when I asked to speak to his supervisor. Kept the call on hold for over 3min