Sequence of events
1. 10/11/2011 - Go to Idea Showroom at Casino Hotel, Thrissur to activate my lapsed prepaid number 95624xxxx. I was suggested that this can be made into a postpaid connection and was told a request has been placed. Given my landline number and brother’s number(Sastha Satheesh’s) number 95445xxxxx. Leave the office. Within 2 hours my brother’s number says SIM Card registration failed.
2. After reaching home called the Idea Customer Care and told them my issue, they instructed to go the office in Thrissur, represent the identification papers, pay Rs.113/- for a duplicate card and this number will be activated.
3. 11/11/2011 - Due to work issues could not make it to Thrissur.
4. 12/11/2011 – Went to office at with my brother Casino Hotel(11 a.m.). Paid Rs.113/-.No receipt given. Given the documentation. Given assurance that this card will be activated before 8 p.m. Comes back home wait till 8 p.m., then give a call to Idea Customer Care after prolonged wait and talking to 2 people nothing happens. The requested number could not be processed to a postpaid connection.
5. 13/11/2011 –(Sunday) Call the Idea Customer Care. They tell me the request is not received until then and they cannot do anything unless the agent or dealer places a request. Asked them to take a complaint against the dealer, they tell they are not in a position.
6. 14/11/2011 –(Monday) Called the Idea Customer Care again and was instructed to talk to the dealer. Called 9847544547 and after prolonged and repeated calling the phone was picked up. The female attendee gives me excuses there were plenty of requests and my request could not be placed timely, and then rudely hangs up. Called the Customer Care office 3 more times. 1st time- We haven’t received the request. 2nd time – We have received the request and will be activated. 3rd time – We have reactivated the number.
7. 15/11/2011 –(Tuesday) still not activated. Placed a request with Idea’s Twitter account. Called the Idea Customer Care, the female agent tells me the card is active, and then asked her to give it to the supervisor. After 7 minutes the supervisor says we have received the request, but the dealer has not placed a request to recharge my account.(Effectively, the dealer has not accounted the Rs.113/- which includes the cost of the SIM Card and recharge). I tell the supervisor this is a complaint and ask him for the complaint docket number and he tells me there is no provision for that, which enrages me and I gave him a mouthful.
After 7 days, my brother’s phone number is not activated and undergone a series of irritating and demeaning experience.
What I don’t know is: at the first place why my SIM card was deactivated, why the dealer could not post the request on the very day, why the request is made but no request placed for the recharge, and even after these many calls the status remains the same… SIM CARD REGISTRATION FAILED.
You don’t know the amount of loss I have had, my clients cannot contact me, and my customers cannot contact me.
I want to know,
1. Why my card is not activated.
2. Why the dealer did not place the request on the very day, why the request was placed but the request for recharge not placed, why you all are beating around the bush.
3. What will happen if I want to cancel this number, what will happen to the remaining phone balance and the amount of Rs.113/-
4. Why the docket number was not given?
5. What action are you going to take on the dealer?
6. What will be your further action with regards to my reactivation?