I bought the BIG Tv STb on 3rd and generated the work order with the call centre t around 1.30 pm on 3rd. At around 8:00 pm one of their helpdesk agents called up and said by 4th by 2:00 pm one of their techs will come and install the STB.
I never received a call nor did anyone turn up for the installation. I raised a complaint and spoke with 4 different people at the call centre. I got assurances that within 2 hours and someone will call me. The last person I spoke was a TL and he said bcos of his position as TL he will ensure that I get a call by 11: 00 am the next day i.e 5th. I am still waiting as they just call to ask what is the problem and promise to get back ion ten minutes. The ten minutes doesn’t ever come.
To top it all the call centre agents do not even understand English...and now they have started disconnecting my calls. There is no escalation procedure nor a higher up email id or number where you escalate such issues..Once you buy the STB, you are at the mercy of the call centre people and you have no option but to wait until they come at their own sweet time and install it...
I will keep you all updated about the proceedings so others don’t go through this nightmare...I hope someone from the Sales team or managers reads this forum to understand what a nightmare they have created for the users who have shelled out their hard earned money to go through all this headache. I would very much want them to go through such experiences to understand what it feels to be harassed in such a way....
Finally the installation guys turned up at 3.30 today to install Big tv. It took them 3 hours to instal it as there were unable to locate the signal despit installing the Tv on my terrace. But once it was done, I was very happy to see the picture quality..finally I can view my channels without any issues like distortion or power failure...i would rate the product as excellent but the after sales support is very poor...they need to work on improving that.