I took YOU Telecom’s internet connection 5 months back ’coz the plans look good to me and the sales representative promised to give the connection in 3 days. When I called the sales representative for plans and the documents that were required, I was quite impressed by the way he responded to my queries.
He told that it will take 2-3 days to activate the connection and I could get the router configured by their representative. He was at my home within 2 hours of giving the call to take the documents and cheque for installation charges and modem deposit. But the real things started after that. 4 days passed and there was no call from YOU, so I called up the sales representative to know the status but his phone was either busy or switched off. He never picked up the call after he took the documents and cheque.
I was getting desperate as 850 bucks (installation charges + modem deposit) were already debited from my account. I searched for the customer care no and on enquiring, got to know that my account has been activated and was asked why I am not able to use it? (How can I use the connection without wiring and modem!!!!) Customer care representative gave me the account no and noted down my complaint.
But even after that there was no call from their side. Next 2 days were Saturday and Sunday, and it was about a week so I kept calling them but even after repeated calls there was no response. Finally I talked very strictly to customer care representative and asked him to transfer my call to his senior, which he surprisingly did. I told the whole case to the officer and he promised to get back in few hours.
Finally after 2-3 hours there was a guy for wiring and modem. There was problem in communication with him as he knew only Telegu, which we didn’t knew. The length of the wire was such that it could just reach to our drawing room and no where else, we asked him to get some more wire but he was not ready to understand anything. We were so fed up that were not ready to argue any more. Thanks a lot to them that we don’t have to use net outside our home.
When the technician came for setting up the modem, I asked him to setup router (as promised) but he simply said no to that. His reply was: Sales person does not know anything, only technicians know what can be done.
Another surprise came when I got my first bill. It was just an sms saying that my bill amount is 1556. I was surprised to see that, as it was double of the expected amount. On asking I was told that they take 1 month’s advance with first bill. Shouldn’t this be informed to customers before? Payment options are through check in drop box or online or through representative. There is only 1 office of YOU in Hyderabad + Secunderabad.
I handed over the cheque to representative 2 days before the due date (which was 15th) but I was not able to use the connection on 16th. The reason was: Madam you have not paid your bill. Had their representative been sleeping for last 2 days??? I have to give my cheque details to get the connection activated.
Even though I made the payment in time, late payment charges were included in the next bill because their record at backened was not updated on time. Next month, I called the representative 1 week before the due date but he didn’t came for 4 days.
So I finally dropped the cheque at drop box. On due date, I got the call from same representative that he is coming to take the cheque. I told him that I have already dropped the cheque so he need not come. But his reply was - you have not made the payment and your account will be deactivated tomorrow. It is so irritating to hear such things.... I told him again that I have already dropped the cheque in drop box. And the reply was: Our drop boxes are cleared only once in a week. I have not thought this even in my dreams....
As per him the option I had is to give him one more cheque, the amount will be adjusted in next bill. How many months’ advance payment do I need to give to them and how can they expect us to believe them after being cheated multiple times?????? By this time I was determined not to listen to any of their excuses and suggestions and I simply denied giving him another cheque. The next thing that came to my mind was to go for another service provider asap. Now I have happily left YOU but got a call last week from their CHIEF RELATIONSHIP OFFICER asking why I don’t want to continue their service? Do I need to give them a reason :-)
I would not advice anyone to go for YOU unless and until there is no other option as: There is no connection between various departments like sales, billing, technical and customer care as result of which customers have to suffer. There is no connectivity due to technical reasons (that is what I got to know) for at least 2-4 days per month. You have to shed a considerable amount in calling them as the customer care no is not toll free and your request is never considered in a single call. And they will try to cheat you in as many ways as possible.