|Posted by||Iftekhar Ansari |
|Organization / Product Details|
|Organization e-Mail|| |
|Product/Service Description||Idea sim card no. 9702012448|
|Warranty Status||Do not know.|
|Reason for Complaint||Customer Service |
|Complaint Rating||1(in a scale of 1 to 10)|
|Name of the Company Employee||Customer Service |
I got my Idea connection in December. My first bill was due on 16th or 18th of Feb. Due to the odd timings of the night shift at my work it was impossible for me to visit an Idea store that is 8 kilometers away from my home. (The nearest one) I made my payment on 21st of Feb in the afternoon at around 12.15 PM. Just two days before that IDEA deactivated my outgoing messages and GPRS. After paying the bill my outgoing got deactivated at around 3.00 in the afternoon. I called up the CC and they got it activated in 15 minutes. Everything was OK to my knowledge until I tried to access my e-mail. My GPRS was not working. I called up the customer care on 24th afternoon and spoke to two people including one from GPRS desk. They said the services would be activated within two hours the maximum. Didnít happen!! I called them again and they said it would take MAXIMUM of 4 hours to get it activated. Didnít happen!! I called them again after more than four hours and again the same thing. Itís more than 4 hours and nothing done yet. When I asked the CC rep to transfer me to his superior he straight away denied it and asked me the reason for talking to him. I urged him for the same again and he kept me on hold for a long time and then says ďMy supervisor is busy and cannot take the call.Ē Itís been more than 12 hours since I made the first call to IDEA for my GPRS getting reactivated but in vain. The customer service rep thinks they are the king and not customers. This is the way they talk to their clients. I have lot of work that happens over the e-mail and to my distress I was not able to do it today just because IDEA customer service really didnít felt like working.
I really want to talk to the Head of Customer Service and if someone could get this across to him it would be great.
|Solution of your complaint||I would like to have a written apology from IDEA and an assurance that this will not happen again. I would also appreciate if the Customer Service representative can get more trained on how to talk, what to talk when they have a call from a customer. The telephone etiquette and the politeness is zilch. The customer service reps should realize that they represent their company and because of a small mistake done by them they are stacking the worthiness and reputation of the company. |
|Action||Iíll make sure my voice reaches the people across the country through the all sources of media and the justice is done. |