Inconsumercomplaints.com » Telecommunications » Review / complaint: MTS - Most pathetic customer service | News #422560

MTS
Most pathetic customer service

Most pathetic customer service I ever experienced in my life. Just a big brand and classy commercial’s but when it comes to reality the customer service term has been insulted.

Since 17 days I am trying to seek assistance for a so called high speed prepaid dongle from MTS and am being ignored. Even after multiple calls to their so called “customer service” dept and waiting for hours to speak to a supervisor who is always busy no matter what time of day it is my issue is not yet address.

I was sold a high speed (3.1 Mbps) MTS dongle by a sales person called “ Surya – 9743333566” who came to my office and promised that MTS has started a new Tariff with its high speed dongle which includes up to 3.1 Mbps of Hi-speed internet with “Unlimited Download” without any reduction in speed to 1x.

Since I regularly keep myself updated about broadband tariff’s with different providers I am aware about the fair usage policy which all companies have due to which the broadband speed is reduced to 1x after certain amount of internet usage. With MTS after 12GB of internet usage with high speed the speed reduces to 1x (which is around 154kpbs). Hence I re-check the same with sales person Surya and he gave me false assurance time and again about this tariff having unlimited download without any effect on speed. Before deciding to switch to MTS I did check online for the same Tariff of 999/month and about their fair usage policy details which clearly mentioned that the speed would reduce after usage of 12GB.I did call the sales guy and informed him about the same who in turn informed me again that it’s a new tariff for corporates and the speed of internet will not reduce no matter how much data is downloaded. Since he was assuring me time and again about this I did believe his words and paid Rs.730 999 for the dongle and one month subscription. The service was immediately activated and on the first day I got the speed of 1.6Mbps at my place. I was quiet happy about the same since the speed was more than 1Mbps and it was portable. However after 2days of minimum usage the speed dropped to 100kbps which made me call the sales person and check the issue with him. After repeated calls he answered my phone and said he would revert after checking with his team. Even after 2 days when I did not get any response from him I tried calling customer support. After being in IVR for long time I reached a support specialist who did advise me that his Tech team will get in touch with me to check the issue.

Even after waiting for days when I did not get any call from MTS’s so called tech team I called them again and got the same answer to wait for another 2 days since the complaint has been registered. On the same call I was told that I have used 5GB of high-speed internet and I have around 7GB left. I was shocked to hear the same and advice the agent to reconfirm since I was so called sold a unlimited download plan. The agent reconfirmed that the plan is unlimited but the speed will reduce to 1x after 12GB usage. I then realized that the sales guy had just sold me this device to meet his targets by giving me false information even after reconfirming the same with him. I did request for a supervisor /manager to address this issue with him since customer were cheated by these sales team just to sell their products. However even after waiting for long time no supervisor was available to take my call and I was offered a called back within hours. After 2 days I did get a call from MTS who wanted to address my slow internet connection issue. I informed him about the sales person who sold me the dongle with false commitments and wanted a refund for the same. I was then transferred to a Manager (Girish) who conferenced the call with the same sales person Surya and made me speak to him. When I asked about the same he just denied about any such options and told me that he has sold many dongles but has never come across any such issues in past from any customer. Since the manager was also in the same 3 way conference I informed him that I need a refund and do not want to continue with a company with such service. I was offered a callback again from the sales team with regards to the refund. However like always no one bothered to call and I had to call again and explain the same story asking for a supervisor since no one actually knew what my issue was. I had to explain the entire story again to the supervisor whom I spoke and he was called “Prashant” .He gave me assurance and told me that the previously supervisor might not have escalated the issue properly hence the complaint is in progress. He again offered me a call back within next 4 hrs. Since I did not have any option other than waiting I opted for the same. Again to my agony no one bothered to call for 2 days. Today when I called them again I had to provide the same story again to the agent then again to a new supervisor who is called “Arvind” who like others offered a callback within 4 hours but no one has yet bothered to call me.

I have made one of the biggest mistake of my life by opting for MTS high-speed internet service. Which has only resulted in worst customer experience, Slowest possible internet speed in all area’s which I have tried and careless commitments from so called “Supervisor’s” who are hired to resolve customer’s issue.

I have been without internet for about 17days now. Thanks to the evil/cunning sales person “Surya”, That I had to disconnect my existing broadband service and opt for MTS. Nor Surya have bothered to receive my calls neither any one from MTS has tried to provide me a simple refund which every customer is entitled for if the service is not satisfactory.

MTS High-Speed Dongle Number 8453118718

Place – Bangalore - India


Company: MTS

Country: India   State: Karnataka

Category: Telecommunications

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