Complaint Details

Status	:	Closed
Complaint No	:	0020635/2014
Category	:	Telecom
Date	:	15-04-2014
Subject Line	:	Cash collected but product not delivered!
Complainant	:	Vijay Waghela
Address	:	Rm No 23 Sophia College Campus, Bhulabhai Desai Rd
Complainee	:	Hathway
Address	:

Complaint Details
Hi!

I would like to share my forgettable experience with Hathway. On 10th Apr 2014, I was browsing internet to check some new broadband connection options as my current connection of Hathway doesn’t serve my purpose any longer nor is their service up to the mark. While browsing for new options, I received a call from a gentleman named – Ameet – number was +91 9029422887. He explained me on your new plain of 50 mbps which got me interested.

Soon after, I called Ameet on his mobile - +91 9029422887 to opt for 50 mbps speed. Ameet told me that he can visit my residence the same evening and install the new modem as per the installation requirement. Since, I was in my office, I requested him to come the next day to my residence and install the same.

On 11th Apr 2014, Ameet called me up to confirm if he can visit my residence to collect cash for the new modem installation. I requested Ameet to first check if he can install the required modem at my residence the same afternoon as me and my family had to leave for my uncle’s place for the weekend around evening time. To this request, AMeet said that he will make sure he install the modem and have the connection up and running the same afternoon. However, it didn’t happen as per the commitment Mr Ameet had made to me over the phone.

Later, after making multiple phone calls to Mr Ameet, he finally answered my call and claimed that he couldn’t visit my residence cuz his Operations Team weren’t able to reach me on my mobile number. Come on guys, I have missed call alert facility activated on my number and I didn’t receive any missed call alert intimation which clearly proved that Mr Ameet lied to me.

However, Mr. Ameet said that he’ll come and fix the internet connection the next day (Saturday). I made multiple phone calls to Mr Ameet on Saturday to check what time he’ll come to install the connection. Eventually, I had to SMS him since he didn’t answer my call to ask for the installation status. To this SMS Mr Ameet responded writing that Hathway do not operate on Saturday-Sundays. This came as a shock to me as a day prior Mr Ameet committed that he’ll install the modem on Saturday after knowing that he’ll not work on Saturday. This was the second time wherein your employee cheated a customer.

However, since I’d already made a payment and I wanted the connection to be fixed, I gave another chance to Mr Ameet and asked him if he could install the modem connection on Monday (14th Apr 2014). Mr Ameet responded via SMS with these texts ‘Sir ur connection will b done by monday.’ I have attached a screenshot of this SMS sent by Mr Ameet for your ready reference.

When Monday arrived, I was anxiously waiting for someone from Hathway to arrive or call me for installation of modem. But, to my agony, I saw none. Eventually, I was forced to contact Mr Ameet post 12 pm to check the status. On this call, luckily, Mr Ameet answered my call and gave me a number - +91 9702952229 which belonged to some gentleman named Dev whom Ameet claimed to be his senior. SO, I called Mr Dev and spoke to him. Mr Dev also promised me that he’ll make sure he complete the installation process today.

But unfortunately, history repeated; by 1 pm, I’d received no call from Mr Dev or Hathway, nor did anybody visited my residence. So, I was again forced to contact Mr Dev to check the status. On this call I had to literally remind Mr Dev who I am and why was I calling him. After helping him get his memory back, Mr Dev asked to give him 3-45 mins of time, which I gave him. Until 3:30, I received no call from Mr Dev. This made me call him again to check what’s happening. To this, Mr Dev asked for more 5 mins (again I had to literally remind him who I was and why had I called him) which I had to give him as I had no option. Fortunately, this time Mr Dev returned a call and said that he will not be able to install the connection today since there’s some fibre cut that took place today morning. This just added salt to injury…

My question is, when you collected cash on 11th Apr 2014, why was there no action taken on the same day (cash was collected by 1 pm)? Why Mr Dev claimed that his Operations Team got the details today, wherein Mr Ameet claimed that he had send an installation request to his Ops team on Friday itself but his Ops team were not able to take any action on the day. It was like one person was blaming the other person in front of a customer. This just shows the poor reputation of a company, in this case its you – Hathway. It damages your brand image.

Now, you guys have my money for 5 days without taking any action towards the deliverable for which you collected the cash. I would like to know how soon will I get my money refunded? You guys failed miserably to install a simple modem, how will you be able to stay on your words of offering 50mbps speed. I’m forced to use such bitter words - I believe a Government employee will still operate in a much speedy way then you guys.

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