This Mail has been sent to the following: Mr Sunil Mittal, Mr Manoj Kohli and Mr Akhil Gupta
RRajeev_Vermacted Sir’s,
My Name is Dipankar Dattagupta. Firstly, let me begin with saying sorry for wasting your time with such a trivial issue of a DTH Installation. I am using your cell phone service since January 2004 in various regions. I have also used your Broadband Service from towards the end of 2004 till around 8 months back just for the want of higher speed. I have got excellent service from all these departments.
Unfortunately I cannot say the same for your DTH Service. The reason why I choose your DTH Service from all the others was the kind of packages that you were offering in English Entertainment, a very comprehensive package. In fact I was warned against using your Service for the shoddy customtakeouter Service that you have in place. I went ahead and entered my Phone Number and Name on your web site for buying the Subscription on Thursday 08 September 2011 around 1000 hrs and I got a call from the representative(Suressh Yadav / suresh.yadav@vriti-interactive.com) around 1200 hrs asking me which package was I interested in. Since I was about to leave for the office, I requested that be called around 1300 hrs and I will let him know the package details. Rightly so, I did get a call around 1300 hrs and he explained to me the details of the package(Ultra Pack). He sent me a link for the payment, which I used at 1422 hrs to make a payment of Rs. 1290/- on Thursday 08 September 2011 for buying a Ultra Package of your DTH Service. I was called around 1630 hrs on the same day letting me know that my Payment had been received and the process will begin.
On Friday 09 September 2011, I received 2 SMS’s one stating my Subscription Number(3008764671) and the other letting me know that the installation will happen on Saturday 10 September 2011 around 1200 hrs before which an Engineer will call me to confirm the appointment.
On Saturday 10 September 2011 at 1331 hrs I called up the Toll Free Number and used the option for Installation Service, there I talked to a gentleman(Sorry I don’t remember his Name) who told me that I would receive a call within 1 hour informing me about the Installation. Which unfortunately did not happen.
Again at 1625 hrs on Saturday 10 September 2011, I called the toll Free number asking the status of the Installation, to my utter disbelief, I was connected to a gentleman who did not have the basic of customtakeouter Service in place. He was rude and a liar. The reason why I call him a liar is because he told me that he had registered a disconnection request for me(117962), later I found that there was no such complaint registered. The reason for the disconnection was because of that gentleman. I wanted to get connected to the Cancellation Department right away and was disconnected by him. Sirs, I was a Process Owner for One of India’s largest insurance Companies in my last role. I would never tolerate such a behavior from any of my Agents. I have fired people on these grounds, and I did not ask any explanations from the Agent for their behavior on the call.
On Sunday 11 September 2011 at 1202 hrs I called the Toll Free Service again and this is when I realized that the Complaint Number 117962 was a BS given by the agent earlier. I was appalled by this treatment from one of India’s Leading Service providers. I asked for the call to be transferred to the Cancellation Department again. Here too I was hung up on. Please note that this was the second time I was hung up on by your Call Center representatives.
I called back again at 1220 hrs where the call was handled by Shefali, I asked for her supervisor(I have nothing against Shefali, she was the one who does know how to treat your customtakeouters). She promptly transferred me to Sheetal the Escalation Specialist. I informed her about what I have gone through till then and gave her a choice of how could he help rectify things. She said that she will help arrange the Installation by the Evening. I have run out of patients with your team here. I gave her a time till 1630 hrs on Sunday 11 September 2011, post which this mail will be sent to all of you including MouthShut_Official.com. She did her bit by putting me on Hold and trying to get in touch with the Area Manager in Hyderabad for the Installation. She said that She could not get in touch with the Area Manager as the phone was busy and that I would get a call by 1450 hrs from a lady called Rashmi who will take my case from here on.
As Sheetal had told me to wait for 2 hours for a phone call from Rashmi, I did that. Alas, I did not received a call from Rashmi. The Phone Number(9989486023) mentioned in the Complaint 11813253 was unreachable after multiple tries.
Like I had told Sheetal, that I would wait till 1630 hrs on Sunday 11 September 2011 post which this mail would be sent. It is very unfortunate that I am writing this, but I would request your intervention in getting my issue resolved. Please ask your people to stick by the commitment that they have made. Please ask them to follow on the basic of customtakeouter Care principles.
A Very Dissatisfied customtakeouter