Sub: IPTV Connection- Sub ID 100043938
I’ve taken the IPTV connection on 2nd October based on the tele-calls received from the Kochi IPTV Office and a subsequent personal meeting with the Manager on the agreement that the deposit of Rs 1, 250 will be refunded if the service is not found satisfactory within 21 days of its connection. The service was activated on 6th October. I found a lot of issues like picture freezing, disturbances, no video, etc on the same day, 7th October. I also realized that a number of features offered by the Manager were not available with the service (Universal remote, USB recording of programmes, Package Selection through the TV screen Menu). Since then I’ve made the following calls till 22nd October
Kochi Office 0484 4000526 12 calls (90% of them attended)
Kochi Office 0484 4000527 3 calls (all calls attended)
Customer Care 18602669929 21 calls (very few calls attended)
Manager 9349538405 18 calls (3 to 4 calls attended)
Zonal Manager 9995505511 5 calls (3 calls attended)
Technician 9946513026 13 calls (90% of the calls attended)
In addition to the above, I’ve sent 11 SMS to Zonal Manager on various issues and 8 of them were responded saying that they are looking in to it, the technician will come, etc. The technician attended the issues at least 5 days. The issue reoccurred every day and this has been intimated to either of the above listed parties. The picture was never stable for more than 10 minutes and there was one incident where the connection was down for more than 36 hours, but nobody turned up. I’ve sent couple of emails to MyWay help desk as well.
I contacted the Manager and he told me that the issues are due to the fact the connection is being setup by an inexperienced person and he will ask somebody who is the apparently the technical head to look in to the issue
I’ve asked the Manager to disconnect the service and refund the deposit and he said he will do it but need some time to get the approval. This happened on 12 October and he said he is in Trivandrum and he will come to meet me on 18 Oct when he is back to Kochi. On 18th October, I called up Kochi office and they have informed me that he is on leave. That is when I contacted the Zonal Manager, and I’ve spoken to him for 10 minutes and updated everything that happened till that time. He apologized for everything and told me that he will look in to everything immediately and asked me to raise a helpdesk ticket. As per his advice, I’ve again called up customer care and raised a ticket (Ref no 001). He also said he does not have a good team in place and he is working on it.
I’ve got all the SMS messages to Zonal Manager for evidence. The entire issue has put me in lot of trouble, inconvenience, financial loss and mental agony for all these days as every day I had to make all these calls and I did not have the TV working at all. Unfortunately I disconnected my existing cable connection on the very same day the IPTV was activated. I don’t want this connection anymore and need to be compensated for all the damages including the deposit refund