Your following email & the talks that we had this morning are completely contradictory. Let me try my best to put forth the kind of services I am facing from your end.
1. On November 13, 2011 at 13:15 Hrs. I had called to your customer support and Jennifer attended the call. I clearly stated that with immediate effect I would like have a temporary suspension on my account as my family is traveling out of town. She said she will take the request & will do the needful. For this she asked me to be on hold for 30 seconds – 1 min.
I waited for 19 minutes & later the call got disconnected on this own. You may like to check it from your end that, no calls stay live more than 20 mins & it gets disconnected. It is the mistake of the company that from the day it did not put my account on temporary suspension. On this day my account balance was Rs. 50.78 with a due date of 24/Nov/2011. On November 20, 2011 at 15:15 Hrs. I called up to remove the temporary suspension & was told that it will be done in 24 Hrs. However, till November 21, 2011 late evening I didn’t get the service hence I called up at night & the executive said he will refresh the account & the connection will go active. Currently I see that there is a negative balance of Rs. -25.22 & since December 03, 2011 early morning there is no service. This is completely ridiculous calculations & services.
My service should be active till December 03, 2011 midnight 23:59 Hrs. with 0 balance (no negative).
2. The other horrifying & completely dis-satisfactory services that I faced are as follows:
Case 1- During the presales & post sales the system of Grace Period was not explained & educated to me by your call center team & by the dealer. I was told that after completion of 3 months, I will have 5 free days of viewing and within that I need to recharge. However, I was charged for these 5 days soon after my 1st recharged.
Case 2- During these 3 months Cartoon Channels were not telecast. This was intimated to the customer service team twice, but no action was taken.
Case 3- On the last day of the completion of the 3 months pack I had put a request for change of pack and this was not taken care of. Due to which I was charged for the previous pack which I did not need at all. In these cases I have faced a huge loss.
Case 4- The contact numbers for Bangalore Nodal office are incorrect, this was informed to your call center via phone & email number of times & till date it has not be resolved.
Case 5- Due no satisfactory resolution from your call center via phone & email I had to visit the local office on Dec 01, 2011 at 16:00 Hrs. I meet Imatj, Rahul & Praveen. Before raising my complaints I enquired about the packs & connections as if I am a new customer, surprisingly all these 3 gentle men did not have any kind of correct & updated information and were caught with 3 false statements. As a proof you can ask the person who had accompanied me.
The same kind of incidents took place number of times with your call center executives; they provide incorrect & false statements. The most insulting situation was, none of the members in the branch came back from the room, after their false statements were caught and after all my queries were explained. Waited there for more than 45 minutes, but found no communication or positive signs and left the branch. Waste of valuable time & petrol in traveling & finding your branch office.
Case 6- As a proof of all my statements in this email, you may like to pull up each and every call that was made by me from my 2 residence numbers 0836 – 2253644 & 2252539 not only this but also all the emails that were sent from this ID.
In addition, every time I call your customer care, local branch and email the one horrifying statement I get to listen is, provide me the complaint or reference number of the call or email. It is your duty to have all these details once the customer verifies his account. The customer is not responsible to keep a track of such 1000s of things. Most of the times when I had called, your executives have said, our applications are down or running slow & keep on a long hold of 15 + minutes and thereafter the calls get disconnected. Also in most cases the executives say, we cannot raise a complaint in this regards and this will be taken as a feedback and will be forwarded to the appropriate department and we cannot give any reference number either.
In terms of the quality of the pictures & sounds we get from D2H is completely like a local cable. Though I am connected to Sony HD 61 cms. LCD the quality transmitted by you is horrible. We feel cable was better, cheaper & least troublesome than yours. To add to this, the information showed on your web site and the things displayed on television are completely different in terms of long package.
There is no doubt that, after all these drams in a short time of signing up services with you; the company has failed to provide any kind of satisfactory services in any ways. Hence, it is your decision to give me in writing whether I should continue with you or should find any other service provider. In case if you wish to continue, I would like to have a kind of compensation for baring all these heavy horrible insults & services.
I look forward to hearing from you and to a resolution of these problems & a promise that in near future there will be no kind of dissatisfactory service(s) if in case there would be any it will be resolved in 24 Hrs. I will wait for your resolution till Monday 17:00 Hrs. if not there I need to disconnect your service and will not return the hardware at any cost.