I am quite appalled at the empowerment of their customer service department. Seems like the person handling the call has very little authority. They at the best can take down your complaint but cannot empathize or put you in touch with their supervisors. It leaves the customer frustrated and fuming.
I had two incidents. In the first one, I spent nearly three months trying to chase my settop box that was picked up for repair but never returned to me. After lodging a total of 5 complaints and spending several hours with the customer service, I finally got a call from their regional customer service head who got me a replacement box. The replacement box was an old model that worked but now the remote did not work with it. I was not ready to fight another battle. It is easier to walk up to the settop box every time to change the channel vs dealing with the customer service.
The second incident is about the credit I am supposed to receive for the time settop box was not operational. I called the customer service. They have lodged the complaint but no result. In fact today they cancelled my subscription. The complaint number is 2194-9870.
God bless this company that runs its customer service department on activities rather than outcome.
Arvind
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