Neo Anderson
Disciple
I have used ACT in bangalore in the past and had a pleasant experience. Since then I had moved around for work and had not been using them. Now that I was moving back to koramangala I decided to give them a shot again. And here's what happened
1. Called ACT about 15 days in advance to check the coverage and informed them when I need the connection. But when the day arrived there was no clue of them. Neither they acknowledged my request. But that was ok I requested them to come and collect the documents. They were extremely prompt in coming to me and getting the documents and the "money". Yes now I can guess why they were so prompt. After spending about 20 minutes with a really disinterested representative, who in the entire duration was on a call over the phone and was just taking pauses to mumble the plan details. But that's okay, I was assured of the connection in 3 days.
2. 5 days passed and numerous calls later I got a call from a guy saying he'd come and get the connection done in 10 minutes. 5 minutes later I was told they need to install the "box" and it'd have to be delayed for another 2-3 hours. I told them to take their time and come in the evening. The assured time of 6 PM passed and on calling them I was told the "box" was not installed and they can't do it today.
3. The very next morning a guy visits my place while another is tugging cables and tossing them over to my apartment. After a lot of jugaad they get the wiring done clip the ethernet cable with a header and "assure" me that I will be sent the login credentials in an hours time. Happy ending? Nope.
4. Hours passed by, and then I called them and was told the field rep has to initiate the activation which he hasn't and was "assured" it'd be done in a few hours. The next few hours were a test of my patience and then I lost it. I called the customer care and explained them in a very not-so-calm manner. Within an hour I received the credentials and voila! I was using the awsome 100gbs on 60mbps line. Happy ending? Hell no!
5. The connection was alive for 1 hour! Yes that is all. The line went dead within an hour. But there's another catch to it. The moment I got the connection activated, I went in and checked the data usage. And it already had clocked 140mb and though it seems impossible to me that a new connection has consumed data even before getting activated I requested them to give me a data usage report.
6. Numerous calls later here I stand. So now the "box" doesn't seem to respond. The issue is being fixed within 24hours since last 2 days. Customer care says they'd call me back in 2 hours and obviously they never do. So now they've got my money, I don't have any internet connection.
So kids what did we learn today?
This is how to lose a customer in a day. I don't expect them to fix it anytime soon. I will be asking for a refund and I'm better off with Airtel. Though expensive they are much more reliable and professional than these goons. And I'd really advice to keep hands off of ACT Fibernet. Or venture into it at a major risk. I'd just request all of you to help me with any contacts for escalating this so that I can at least get a refund.
Thanks for reading
1. Called ACT about 15 days in advance to check the coverage and informed them when I need the connection. But when the day arrived there was no clue of them. Neither they acknowledged my request. But that was ok I requested them to come and collect the documents. They were extremely prompt in coming to me and getting the documents and the "money". Yes now I can guess why they were so prompt. After spending about 20 minutes with a really disinterested representative, who in the entire duration was on a call over the phone and was just taking pauses to mumble the plan details. But that's okay, I was assured of the connection in 3 days.
2. 5 days passed and numerous calls later I got a call from a guy saying he'd come and get the connection done in 10 minutes. 5 minutes later I was told they need to install the "box" and it'd have to be delayed for another 2-3 hours. I told them to take their time and come in the evening. The assured time of 6 PM passed and on calling them I was told the "box" was not installed and they can't do it today.
3. The very next morning a guy visits my place while another is tugging cables and tossing them over to my apartment. After a lot of jugaad they get the wiring done clip the ethernet cable with a header and "assure" me that I will be sent the login credentials in an hours time. Happy ending? Nope.
4. Hours passed by, and then I called them and was told the field rep has to initiate the activation which he hasn't and was "assured" it'd be done in a few hours. The next few hours were a test of my patience and then I lost it. I called the customer care and explained them in a very not-so-calm manner. Within an hour I received the credentials and voila! I was using the awsome 100gbs on 60mbps line. Happy ending? Hell no!
5. The connection was alive for 1 hour! Yes that is all. The line went dead within an hour. But there's another catch to it. The moment I got the connection activated, I went in and checked the data usage. And it already had clocked 140mb and though it seems impossible to me that a new connection has consumed data even before getting activated I requested them to give me a data usage report.
6. Numerous calls later here I stand. So now the "box" doesn't seem to respond. The issue is being fixed within 24hours since last 2 days. Customer care says they'd call me back in 2 hours and obviously they never do. So now they've got my money, I don't have any internet connection.
So kids what did we learn today?
This is how to lose a customer in a day. I don't expect them to fix it anytime soon. I will be asking for a refund and I'm better off with Airtel. Though expensive they are much more reliable and professional than these goons. And I'd really advice to keep hands off of ACT Fibernet. Or venture into it at a major risk. I'd just request all of you to help me with any contacts for escalating this so that I can at least get a refund.
Thanks for reading