This is the letter I emailed to them, I am yet to recieve a reply:
Dear Sir/Madam,
I noticed today that my GPRS had been on for some time, and realising it must have accidentally turned on, I immediately set about deactivating it, then called customer care in Bangalore to enquire as to my billing, and especially to find out for how long I was being charged for GPRS.
However, what I ended up facing was a repeated line of terrible customer service. Not one customer representative answered my questions. So, I then asked about how I can keep track of my billing (so that these sort of mistakes don't happen in future), and was told the only way is by calling them (is this true? If so, it is highly inadequate), but the problem is, when I ask the customer care representatives questions on my billing, they don't take the time to actually LISTEN to the question, and end up answering something else entirely that has nothing to do with my question. I then asked to speak to a supervisor, because the issue of my GPRS and billing still remained, I was put on hold, then the phone cut. I called two more times, and again I was put on hold and the phone cut.
I called again, and spoke to a Customer Rep called Nataraj who was not only rude, but told me bluntly that the Supervisors are busy and I should call back in 15 minutes. He did not care that I had already called 3 times. He then, with sheer audacity, put me on hold as a response to my protests!
If this is the state of Idea's customer service why would I call them to find out my billing details? Furthermore, why would I want to speak to them, and why would I remain a customer of such a company? Why have the customer service reps not been taught to listen to what the customer is actually asking before responding?
At the end of the entire ordeal, I still do not know for how many days my GPRS has been active (as I have not been using it at all this month), nor how much of my account credit it has used up. When I clearly asked this question, no Rep actually answered it. And to put icing on the cake, each one of them avoiding putting me through to a supervisor (or perhaps the supervisors themselves are lazy to answer the phone? Who knows). I would like this issue rectified.
As a customer I believe I have full rights to keep track of my billing details without having to go through the ordeal of speaking to rude so-called "customer care" reps.
I am so hurt and offended by what transpired that if there is no resolution here, I will most certainly note my complaints with several online Indian Consumer Complaints departments. Please rectify.
I would still like to know:
1. How much of my GPRS was used up this month?
2. Is there some other way (asside from calling up and speaking to rude people) for me to keep track of my billing - such as online?
3. Are you going to take steps to disipline employees such as Nataraj?
Dissapointed,
A.
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