To Head Team Matrix,
We are really disappointed by the service provided by your company when Mr. Vishal Mirchandani our President was on a business trip to US. Ms. Meghna Saklani – Business Development Executive on our request delivered us a Matrix mobile No. 15707863315 with Nokia AT&T handset. (Attached is the scan copy of the payment receipt and signed tariff plan copy). The handset which was given to us did not support the number, as it was showing a message saying “Dial Security Code”.
On contacting with Ms. Divya Agarwal – Customer Support Team (since Meghna was not answering the call) she checked and confirmed the above, she requested to check with Mr. Mirchandani if he is carrying a spare handset, which he was not, so she forwarded us the address of the nearest AT&T outlet in San Juan USA and told us to collect a new sim card. (Attached is the mail received from Ms. Divya).
Immediately next day Mr. Mirchandani visited the nearest AT&T outlet of San Juan but even after waiting for more than 45 minutes the executives were unable to help him. They told him that they are unable to issue a new sim card as they have not received any verification mail from their India office which confirmed to issue him a new card. Ms. Divya Agarwal was supposed to forward the verification details.
With this episode Mr. Mirchandani had to stay without any contact all through his trip, which was inconvenient for both of us. This shows the commitment from your side towards your customer. Is this the kind of service you provide to your customers? This is extremely unprofessional. After this experience in future we will never opt for matrix service.
Please look into the matter and immediately send your Executive to collect the handset and return us the amount we have paid as advance against security deposit of Rs.5, 000/- in cash.
From,
Aparna
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