I am a post paid customer, ported from tata docomo, considering the brand value of idea abt best customer service with good network connectivity but this now turned to be a nightmare and I am feeling like a fool.
I stay & work in Magarpatta city, (if you are from Pune, you must be knowing about this area, if not from Pune, then this is one of the posh area of Pune with IT park) and experiencing network & internet issues from last one week and its gone worst.
Today I got from the GPRS support team, who informed me that no issues have been identified with the GPRS and as I have another case opened with the network team, this looks like a network issue and wanted to close the case.
On my multiple request to keep the case open till network team confirms, he got really rude and did shouted and hungup on me.. Seems as per idea policies, its a crime if any customer request to keep his case open until resolution.
Later today, I got another call and this time it was from the network team and the experience was even worst. The lady on the other end, informed me that she has received an update from the support team that there is a network problem in my area and idea is looking for a new site which should resolve the issue. However there is no ETA to this and was insisting hard to close the case basis the information has been provided.
I have requested for the supervisor, who was not too polite with his tone and informed me the same. Upon asking the same information via email he denied and stated that he will have to close the case and cannot even send any email. This turned me really frustrated and I asked him to keep the case open till I get resolution or give the same via email. And with no surprise, he hung up on me.
• Is it justified to close the case without giving any resolution or ETA?
• Is it what idea calls it as a good customer service?
• Is it normal for idea customer care to be rude with the customers?
• Do you think I should still be with idea after such a pathetic customer service?
• Do you advise me to live with the same network issue till idea come up with new site in my area even if it takes years?
My Details are as below:
Name – Deepak Sharma
Contact No. – 7709045577
email id – [email protected]
Case ref Nos:
C1-24399267198
C1-24430722850
C1-24680801438
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