I’ve been patronizing Beam over 4+ years now enjoyed their services paying 1000-1100/- a month.
Since 4 years, major issues I saw were thrice and issues were frequent service disruption/no connectivity for 10-15 days on a stretch and every alternate days (its like this: you raise a compliant for no connectivity, 24hrs they fix, works for an hour/two or max 7hrs they again no connectivity, complain again, takes 24hrs and the cycle goes on till 10-15 days).
This year I had the issues in Jan / Feb 2013, after a hue and cry, yelling over calls, e-mails they fixed and provided me a waiver for all those days I had issues.
Again issues started from 21st November, ever since I made almost 25-30 calls talking to several people for permanent fix for a stable connection.
All promises were in vain and issue (of limited/no connectivity) were frequent that took them 24hrs to fix on each occurrence.
After so many conversations around permanent fix with N number of customer care reps, supervisors, technicians, escalation team members and even billing team (for service waiver) only to end up having my connection disconnected on early hours of 5th December, since I yelled at a lady (by name Satya from the disconnection department) asking if the connection was going to be stable or else should I disconnect my connection, she said, "Likely, but cant promise." Huhhhh!
I said what? Are you saying you cannot? She says we cannot guarantee as its cable. I said that’s what I’m saying they told me they changed, fibre, they changed line, they changed the box and what not and still you say you cant guarantee then whats the assurance I have to make me continue and if issue repeats then will you compensate for all the trauma, inconvenience and breach of trust (for a stable connection), she said I can provide a waiver for all those days I had issues. I said its my right not to pay for those issue days and I said if the issue repeats (for 8th time since last 10 days) then what? She says I can’t do anything, I said let me propose for a 1 month to 3 months waiver as a compensation for all the loss I’ve been incurring for no service and for repetitiveness.
I told her to note: I work from home in a US shift and without internet I’m not online meaning my work is at jeopardy and at loss of pay @$100 per day, I told them the same on all occasions since 4 years, but of no use. I got to know she wrote in their comments that customer was irritating her.
Finally, they disconnected my service, courtesy Ms Sathya. I requested for activation day before yesterday but nothing yet. Today I called them again asking for activation and a lady says sir you have a due of Rs 140 which you didn’t pay hence its disconnected. It was so dam hilarious! I said send a guy to collect money.
More hilarious stuff:
1.That their call back teams were giving me missed calls, lol I thought I missed but want the case as I made sure I picked their call and only to realize they disconnected the moment I said Hello. I called them to complain about that on 27th or 28th Nov, ROFL.
2.Field technicians Raghu and Field Supervisor - Sathya, assured me of stable connection all the 7 times and on 5th or 6th time I complained during those 10-12 days of saga, they didn’t even dare to talk to me, and heights was that on the 4th occasions Raghu just made me sit in front of the system and just vanished without any intimation, later said I told your watchman. ROFL. I blasted saying did my watchman give a complaint or me?
3.Top of all, I received the monthly bill for full amount and no waiver. I called them for waiver which they promised and today I had a call from billing department from one Mr. Satish/Sharath Babu (I don’ t recollect the first name) who was so damn rude in saying, even if you had connection of 1hour per day and rest 23hrs it was down, you are not eligible for a service waiver I said talk sense as it makes no sense and the agreement with you guys was a 24hr service for 30 days, with exception of a day or two of such unforeseen disruptions. He said no, you cant get a waiver, was so damn blunt as if it was his fathers money I’m asking for.
Damn its a waiver which their customer care, tech support and disconnection people and also their billing team confirmed till yesterday and this guy says no you can’t since you used net and system shows usage, I said my usage per day is 2.5GB an average and I also reset my FUP on 28th after they promised a stable connection and since I exceeded the FUP on 20th Nov and this guy wont listen at all and argues to contact tech team for coverage issue and not going to get a waiver.
Bottom line from this billing guy is, Beam will charge you full even if you your connection works for an hour per day or if even a 1 MB usage is reported. SUCKS!
At the outset, after 4+ long years with Beam, referring 20-25 odd colleagues to take beam connectivity standing at this juncture writing a appalling feedback that I hated.
Thanks to TEAM-BEAM for all the F-UP, now I’m looking for a new ISP.
FYI: My Ticket Numbers (only for reporting no service):
10383975
10409198
10436707
10445126
10481123
10491085
With 16 repeated calls only for these starting 21st November till 02nd December.