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4 weeks of toiling with You Broadband

Location/place: Mumbai

Name of company/service: You Broadband

Hi,

It has not even been an entire month since I had to write to you guys with the kind of trouble that I am having with your services, and here I am again with similar issues with your services, customer service, technicians and everybody and anybody that I get in touch with at Your Broadband.

I registered a complain with your Customer Care on June 7, 2012 and was promised somebody will attend to my call in 24 hours. Needless to say, I have seen nobody till today. I have made 19 calls in total to your customer service, your Mumbai office, your technician whose numbers I have and still each one claims to be doing everything that is required to resolve this issue. A number of tweets that I sent to you guys are responded to and then deleted, a criminal mistake by who so ever handles your social media. They sure need some training about the DO’s and DON’T’s of social media.

I am so appalled at the kind of dedication and commitment You Broadband in totality has towards its customers. What I miserably fail to understand is, when your guys can come a week before my due date to collect a renewal cheque, why the hell is it so difficult to come over and respond to my query? I am done with you guys, so seriously done.

The final nail in the coffin was the LIE that some Mr. Jayachandran one of your technicians updated on the system that he visited my place and he found nobody at home on June 8, 2012. I was home the entire week, impossible that he found nobody at home. I refuse to believe that man.

June 10, 2012, after several tweets of cursing you guys I finally get a call from a certain Ms. Anuja from 40190000 and the call ends abruptly. No effort made whatsoever to call me back if the conversation has ended incomplete. When I called the number 4 times in 2 hours, there is nobody who answers the calls.

June 11, 2012, thanks to so much attention that I got from you guys in resolving my query, I had to call your brainless and well-trained customer service again and speak to Mr. Maruti who tried his best to avoid an escalation. After 15 minutes of explaining, arguing, forcing him to put me on to a supervisor, he does that after a 4 minutes hold. Finally, I speak to Mr. Dayanand, who is supposedly the floor supervisor at the call center. After a lot of consoling that he did for me, I was promised that a technician shall visit my place today (June 12, 2012) at 9 am in the morning. I kept waiting till 11.30 for them to turn up, and efficient that you guys are – NOBODY TURNS UP.

I am also told by Mr. Dayanand on the call that after the note made by Mr. Jayachandran on June 8, 2012 when he apparently found nobody at my place, somebody has given an appointment for him to come back on June 9, 2012. What I fail to understand is, if I was not at home who the hell would give an appointment? No, its not over yet. The explanation that follows after that by Mr. Dayanand is even more shocking – Apparently, I would have given the appointment on an outbound call that is made to me and then there is no call log of that. Am I really supposed to believe that outbound calls are not logged onto your systems? I have worked in call centers myself for 4 years, so from what my understanding is, even if an account is opened to view something, and entry is to be made as a mandatory practice. It is really sad if you guys do not follow that process. Anyways, coming back to my issue.

June 12, 2012, I again call your customer service number and speak to a Mr. Parag who got so offended by my anger that he chose to hang up on me asking me to be professional in the way I talk to him. After 7 days of going through shit with you guys, do you really expect me to be professional? Really?

Now, not to mention, since I was going to and fro with your diligent HELP(less)LINE, I was also in touch with several people from Mumbai who just refused to act on my complain. A particular Mr. Sanjay (9004498786) just never ever answered my call in 7 attempts in these many days. I kept speaking to someone on 9920269359 and each time I was told they will call me back in 10 minutes and those 10 minutes ended only when I called them the next day.

Conclusion : My issue is still no resolved.

What am I supposed to do? I need to know from you guys now.

Hopefully, you guys are not a bunch of jokers like your USELESS supposedly Customer Service Team. I would really like to know what action you are going to take on all these jokers I mentioned above, besides of course resolving my issue.

Hope(lessly)fully, one of you will take the trouble to write back to me.

Sagar Tanna
Media Manager
www.twitter.com/coldnemesis

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