Date: 19.02.2010
Place: IIT Bombay, Powai
Dear Sir/Madam
I came to mumbai and thought of availing IDEA mobile services. I just heard that they have good customer care services. I bought a prepaid card on 4th or 5th of jan and soon realized that my thinking was wrong. Within one and half month of stay in mumbai tells me that IDEA cannt be a good customer care service provider and the reasons and experience i wanted you to look at for improvement
This is my 2nd worst experience with IDEA service and customer care services. Services to my mobile no. 8108599878 is been hold for 2nd time. I was told by customer care every time that after submitting the documents to nearest idea showroom/gallary your services will be active within in 4 hrs and it took 2 days for activate my services even with the lot of follows with customer care people.
This time since 16.02.10 afternoon my mobile services is kept on hold and reason is that documents verification not done. I didnot understand, when i resubmitted the documents on 08.01. why the question of verification arises after ~1 and half month. Anyway then i realize that is what IDEA is!!!
I resubmitted all the necessary photocopy of the documents namely, driving licence, passport, college ID card, PAN card on 17.02.2010 at 4pm at Samvene Telecommunication in andheri. Customer care told me that services will be reactivated within next 4 hrs, but it didnt happened. Then I called to customer care and the new story arises that this card is registered with some other name. When i confirmed earlier it was in my name now what happened suddenly that change my name. And after that I talk several times to customer care executives like Vanita, Sandip, Chetan, Nilam and so many. Every time i got the different answers that your services will be active in next 2 hrs or 4 hrs. Each time they took a request and says the request no. will be message to my mobile, i also convey them that i am not receiveing the message but nobody cares for it. Then i started writing the no. couple of request nos are 1131328156 (dated 18.02 at 1.30pm by vanita where i was informed that in next 2 hrs services will be active);then at 5pm i was told by chetan that in next 2 hrs you will receive a call and your services will be activated (I realized the poor nework of IDEA after coming to mumbai. I dont get a nework in IIT BOmbay hostels so i thought of being in the network and walk out to the place where i can attend the call. i waited for ~3 hrs but no call came.); then at ~8.30pm i again called to CC and one more request has been taken up by sandip 1163886576 saying that this time whether you receive a call or not your services will be activated in next 2 hrs.
Now i dont know what is mean by 2 hrs to the IDEA customer care centres, I will be happy if you could tell me that??
The next day 19.02.2010 again i talked to CCE (customer care executive) yogita and su
pervisor nilam and i got the another commitment that your no. will be reactivated in next 24 hrs.
In the today’s hightech world what is this going on. Why the reactivation should take this much time, then i realized if i am getting different answer all the time there is no customer care only customer harassment is going on.
1. There is no synchonization among the customer care and the people sitting in idea showroom/gallary.
2. Defination of services activation time vary from executive to executive some says 8hrs and some says 24hrs and then there is condition apply to it like working hrs non holiday hrs etc etc.
3. I think customer care centre of IDEA is not for the care it is for harassing the customer who avails their services.
4.When i reach to idea showroom/gallary i found that there are many people with the same complaints, the problem is that IDEA will make you live with service problem.
5.I am investor in IDEA company also now i understand the reason why its share is not increasing.
I must say IDEA has change my view about IDEA.
Hence i decided not to the part of customer of such pthatic service provider who harrase the customers and troubles.
I kindly request you to disconnect my no and please return the documents submitted and balance money in my account (Rs 39.01) by DD in the name of Atul Wankhade at the following address
Atul Wankhade
H8 Room no. 29,
IIT Bombay,
Powai, Mumbai-400076
I dont know how IDEA will reimburse for the my time taken, troubles given, harassment done and mentle stress given to me. And even for the expenses of travelling to the idea gallary. Though i am not expecting it from a service provider like IDEA, i will be happy if i will be informed about this.
regards
your harassed customer
Atul G. Wankhade
8108599878
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