My number is 97730xxxx and I have been a prepaid-customer of Loop Mobile for the last 3 years. I have been using blackberry services on and off on Loop. I have had enough unpleasant experiences with your customer service to take another number from Tata docomo and use its blackberry services. However, recently I have had to move to Ahmedabad for an extended period and decided to carry this number with me because all my contacts have this number. Also decided to give one more chance to Loop and use its Blackberry services while roaming. I activated the Blackberry plan BIS399 on 29th Nov. On 2nd Dec, (yesterday) I asked my friend to make a recharge for the Suhana Safar plan (Rs.58) which was for availing the reduced roaming rates in the plan. Incidentally, that plan also provides 2GB data/month for 3 months. When this plan got activated, my Blackberry service was automatically deactivated, for which I had paid Rs.399 just 3 days earlier.
Does it make sense?
On top of that when I tried contacting the customer service yesterday, the IVR was malfunctioning. I had to try at 1:30am in the night to get through to a customer service agent. That too the agent could not give me an answer because "system is down" and asked me to call in one hour. This was after trying to get through to a CSR umpteen number of times during the day.
Today I called again, to get the matter resolved. The agent I got through to, told me that my blackberry service had been deactivated because the Rs.58 plan was active and she could not issue a refund nor reactivate my Blackberry plan. I said it wasn’t written anywhere on the webpage that my blackberry plan would be deactivated. She replied saying that the blackberry plan is an GPRS plan and the website must have mentioned that all other offers would be deactivated. She asked me to make do with the GPRS plan since she could not activate the blackberry plan. With all other service providers that I have used for blackberry services, Blackberry services are considered separate from GPRS and free GPRS usage is valid for the mentioned period, inspite of using the Blackberry plan. I went back and checked the Suhana Safar plan page which does NOT mention about anything getting deactivated.
Another thing that I would like to bring to your notice is that, Blackberry does not work over Wifi with LOOP even when the plan is active. This is not the case with other service providers and another reason I chose to move to another operator for Blackberry service. LOOP was also the last one of the major operators to offer the Blackberry 399 plan.
Other problems with the website are
the Recharge now facility (displayed on home page of the website) does not work. In fact, there is no ’submit’ or ’recharge’ button on the page. Try it yourself.
the customer service Chat facility mentioned on the "contact us" page, does not exist.
In the past, I have been charged for sending feedback sms about your customer service, because I was on roaming. It was like being punished for trusting your standard message "this sms will be toll free"
List could have been longer but I have curtailed my usage on your service to save my sanity.
I would like my money (399 minus 3 days of usage) back since I have activated Blackberry service on another number. I could not wait for your customer service to get it right after this experience.
Pranay.
Update: Well I got my money back as requested, but another even more incredible thing happened. They deducted it again for "renewal" of the blackberry service which they had deactivated and refunded the money for. I did not notice this for almost 20 days (i was not using this number regularly). I went through the same process of calling up customer care, making them understand and getting the same reply "we cannot refund the money". This time again I mailed the customer care, and got an auto-reply saying they would get back in 2 working days. Obviously that has not happened and I have written to the Nodal Officer again. Lets see what happens.