Pathetic Connection, Improper Billing, Horrible Customer Care. Its been a while since I have been subjected to - Pathetic Connection, Improper Billing, Horrible Customer Care, courtesy Hathway Internet Connection. I have this connection for quite sometime now, except for last 4 months I had no issues with them. However the last 4 months changed my outlook towards this company.
Incident 1 - I purchased a 6 month connection with total of 10GB free downloads. I am not a downloaded anyways and just use internet for professional purposes, reading and replying to mails, getting in touch with friends over chat, etc. So not at all an extensive internet user. To my surprise, my internet connection was disconnected within 2 months. No reason was provided, No calls were given to intimate that the connection is being disconnected. Just one day I start my system to find no connection. The office employees had no explanation either, their only reasoning was that I "exhausted" 10GB - on what? Mails?
Incident 2 - I switched the plan to a 6 month unlimited connection hoping that atleast they will provide decent connection for my complete my work. Now it seems that even that expectation was far fetched. They not only frequently disconnect and reconnect the line, they offer no explanation on it whatsoever. I have visited their Kandivali office a number of times post which some technician corrects the issue. The point is why must it fail in the first place to correct it and why must your customer visit your office.
General - The Call center is the most pathetic place they have in the Hathway model. They are people who I believe are 12th pass with ok english speaking skills and no understanding of customer service whatsoever. I have faced atleast 3 incidents where the call center executive banged the phone on me without any explanation only because he had no solution. I have not been provided the email or contact number of the Nodal / Applellate officers from them. They infact believe that they can push the customer around and have the guts to say "My name is XYZ, jo ho sakta hain karlo."
On the other end, I dont understand what the top management governance is all about. They are not available to take responsibility for their own employees wrong doings. To give you an example - The Nodal Officer number (+912267134715) is constantly ringing but no one is picking it up. The Appellate Authority number is coming incorrect (+91 9892900399). The Hathway Financial Controller number (+9122267627000) is also coming as not available. These numbers are as available and shared by the company with TRAI. Can TRAI please look into these numbers and see why these are not being used to solve customer complaints.
Its a Sham being run by unscruplous elements whose only aim is to con people into taking up the connection and not delivering on service.