I bought a docomo data card with a 7.2 Mbps plan. But the actual speed I was getting was only about 3 Mbps, occasionally reaching about 4 Mbps. When I bought the card, I wasn’t really expecting to get 7.2 Mbps. I would’ve been happy to see around 6 Mbps. I probably would’ve accepted anything over 5 Mbps. But 3 Mbps was like half the advertised speed, so, I thought I should check with their customer service to see if there’s anything that can be done about this.
I called up their customer service, and the customer service rep tells me to be happy to be getting that speed! I tried to tell him that what I actually paid was for 7.2 Mbps, and that this is too big a difference, but he wouldn’t even listen. Instead of telling me anything useful, or at least telling me that it’s the maximum speed that they can support, he keeps telling me that in his opinion, 3 Mbps is a really good speed! WTF?!
I asked him to transfer my call to a supervisor, and he kept refusing. He wasn’t particularly polite about it either. After spending over 20 minutes arguing, I got through to a supervisor, who wasn’t particularly happy to attend my call, and disconnected it the first time without saying anything. After another try, and another 10 minutes to get through to the supervisor, the supervisor finally told me that the actual speed they can guarantee for a 7.2 Mbps plan is only 2 Mbps, and that the plan is only upto 7.2 Mbps. When I told him that this is deceptive marketing, he just told me that I can complain to whoever I want to. When asked about refunds, he just said they can’t refund any money, neither for the device, nor for the plan.
While I wasn’t expecting to get exactly what was advertised(7.2 Mbps), I didn’t expect the actual speed to be so much lower than the advertised speed, and I definitely wasn’t expecting to spend over 30 minutes(literally) arguing with rude call center employees, only to end up getting lectured about the fine print. It’s clear that their call center employees don’t care about good customer service, are poorly trained, and seriously lack manners.