UPDATE: They are not even responding to any of my calls and emails and they are not refunding me my money. Myway is EVIL. They have delayed for A MONTH now. Now, that should be in Guinness Book of Records for bad customer care.
I’m posting the email I sent to myway customer care verbatim. See and judge for yourself.
Hi,
I got a call from an IPTV representative on Feb 1st asking me if I was interested in getting the connection and that it would be free for 3 months for me to try it out and that I have to pay a fixed deposit of 1500/-
I showed interest in getting the connection as it seemed risk free and a sales representative came to my house and explained to me the same terms. He emphasized that I have to just pay the deposit of 1500/- and nothing else would be required for 3 months. And that I’ll have to start paying after 3 months if I like the service and decide to keep it. I filled up the IPTV form on Feb 1st. And payed my check on Feb 2nd. I got the connection on Feb 5th.
After the end of first month I was surprised to get a call saying my account would be deactivated since I haven’t paid modem rental. I was never asked to paid it. I wasn’t told that I would be required to pay it. And there is no logic in asking for modem rental if it is a demo period. What if I wanted to purchase the modem after demo? Wouldn’t I be paying 150/- extra for the 3 months demo period? I tried to reason with them about this, and I was told that the sales representative had made a mistake by not telling me about the modem rental and I have to pay if I want to continue the service. I decided to purchase the modem for 900/- as I was told that plan would credit 400+ rupees to my account. While paying this 900/- I have repeatedly clarified everything to confirm every detail about further payments, so that there wont be another series of "mistakes" from the sales rep. I had asked repeatedly if this 400/- will start getting deducted after the remaining 2 months of demo period. They always replied in affirmative, saying Yes.
Now at the end of second month, I get another call saying my connection will be again disconnected because my account balance is zero and I have not paid. I am dumbfounded and I have no idea what is going on. When I explained this problem to the caller, she said she’ll investigate the problem and get back to me in a while. I gave her even the sales representative’s name who had sold it to me initially. His phone number and the names of his higher ups. Nothing happened. I got another call next day from another lady, telling me that my connection will be discontinued if I don’t pay. I asked about the status of the complaint made the previous day. She says there is no complaint logged for my number. I had to retell my whole ordeal to her again. She forwarded the complaint to Bangalore service center. I had to explain to them the whole problem again. And she said she will get back to me in 10 minutes. I didn’t get any call for 3 days. Today I got an sms saying my connection has been disconnected. I called the bangalore center and retold the whole thing.
Now they have a different explanation:
I was supposed to buy the modem during getting the connection itself if I wanted 3 months demo. But since I didn’t buy it in the first month, my demo period is only for 1 month. I wasn’t told any of this when I got the connection or when I purchased the modem at the end of first month. So now they say my demo period is only for 1 month, even though I have purchased the modem and paid full for it. Even when the "mistake" is on your side, I have paid whatever was asked.
How did my entire 400+ of balance get over within a month? I have got no explanation for this. They started charging me for a 280/- plan without getting my consent or asking me which plan I wanted to opt for. In fact, the sales person who gave me the connection in February, had told that the monthly rates might decrease to 180/- in 3 months, and that I don’t have to think about payments for next 3 months.
Even if I was charged 280/- for this month, there should be some balance still left in my account. How come all of 400/- evaporated?
I am fed up of trying to reason and defend at the end of each month. This is very unethical sales practice and very unethical accounting.
I do not want to pay single paisa extra to Myway / BSNL IPTV. Please deliver me what was promised, or give me back my money and take away ur service. I’m not interested in it anymore. What was supposed to be a risk free 3 month demo has turned out to be a very costly affair.
I was asked to write this lengthy email explaining my situation all over again by the gentleman I have CCd. To make sure that my effort in writing this has some value, I’m going to post this email on https://mouthshut.com(the review site everyone uses to check about reliability of services before buying), on https://broadbandforum.in/(the first result on google for iptv bangalore) and several other online forums where people discuss and check about your service online. I’ll post whatever response I get from you, giving you an opportunity to handle it correctly.
My landline number is XXX - XXXXXXXX.
Thanks, Vinuth.