Recently I traveled to South
India and carried a phone which is having National Roaming facility of a big
operator in India who claims they are having network in every nook and corner.
I traveled about 250 KM south of
Chennai and the network started going off very frequently and I could not make
or receive calls as well could not use data service. I tried to latch myself with some other
operator’s network but was not allowed !!
When I got signal, I called
Customer Care of that operator and tried to lodge a complaint. To my first surprise, the CC executive asked
a question, how I speak to him if I face a network issue? A though provoking
question. It took 5 min for me to make
him understand the issue I am facing frequently. A ticket was opened and I was informed it
will take 72 hours to resolve my issue… 2 days passed with the same network
issue and I returned back to Chennai without any solution.
As promised by CC, I received a
call from the technical team of the operator after 72 hours without fail. He asked
me about the issue and again I explained him the same. To my second surprise,
the technical EXPERT asked me to switch off and switch on the mobile to check
the availability of signal !!! Also he suggested checking whether I turned on
the mobile data on Roaming or not. (I can’t understand if it is OFF how I will
get data service and it will go off frequently and come again on its own)
When I informed that I came back
to Chennai, to my third surprise, he asked me to go back to the location where
I had the problem for him to check !!! What an EXPERT people are employed ? I
told him that I was about 250 KM away and it will take about 6 to 7 hours for
me to reach that place, he coolly asked me to go and book a compliant again if
there is issue so that he will call me back after 72 hours!!!!
When I informed it is not
possible for me to go there again, he told that my complaint cannot be attended
and going to close it.
Along with booking the complaint
with CC, I sent a mail also to that CC centre and as a response I got a mail
after 6 days. To my next surprise, the
reply was not related to my compliant but a reply to a billing compliant of
some other customer.
When I pointed out this in reply
mail, quickly next day I got a reply that EVERY thing is OK from their side and
network issue is only because of my faulty handset !!!
As not able to digest more and
more surprises and EXPERT analysis, I stopped communicating with them. They
made me not to talk to them again.
