customerreport
Newbie
THE COMPLETE ARTICLE COULD BE FOUND AT:
Customer Report: The Horrors of Customer Support
https://broadbandforum.co/sify-broadband/
It has been months that I have just gotten to the brink of writing about Sify’s escalating ridiculousness. Every year it reaches a new rank of uselessness, so perhaps I must make this a quarterly exercise. Yes, it just gets worse but not without some absurdity like…
Me: I am not getting LAN (Local Area Network); the connection to your “switchbox” seems to be snapped because of the breeze or rains. Sify: What is the error message? Me: I see a red cross on two black monitors. Sify: Sir, you need to “renew” your account. Me: Could you please get… (I wanted to ask for someone responsible to get on the line) Sify: (Puts me on hold without being asked) Me: Waiting for over 15 minutes with an horribly distorted waiting tone. Sify: (Call is manually disconnected) For over a month, I have been singing my username to Sify more often than anyone around me has ever called me by my first name. I am trying to explain this unique “error message” to both the renewal department as well as the engineers at Sify Broadband. Why the renewal department? Because I get this so called error message right after I renew my account. I just paid Rupees 645 (plus numerous hopeless phone calls to their worthless customer support and the maintenance charges they keep begging for) for a problem they do not even understand! All I am always told is… “Sir, it shall be fixed today.”
I wouldn’t even want to get into stories where I was misinformed and given an incorrect plan on renewal through the renewal card. Tried to renew my account just to see a genuine error message that says “This Page can not be displayed.” which had also showed up while checking my account status and also while trying to change my password on numerous occasions and the best of all at one occasion, have a person from the collection department not return the balance amount on payment.
Please understand that none of this is exaggerated or written in an attempt to be funny. This is simply ludicrous. You might wonder why today I decided to write about Sify Broadband. Well, it goes like this:
I get a call from Sify saying they have sent an engineer who would be coming over to my apartment to check with the problem at 19:00. My work shift was from 14:30 to 23:00. I was promised the person would be on time so I was home at 19:00 and had commitments for 20:00. I was actually desperate enough to lose half a day’s pay at work over getting the issue solved once and for all. After waiting till 19:30 I was told, the engineer is on his way and would be there in another fifteen minutes. I cancelled the appointment at 20:00 and waited at home till 22:00 for an engineer to at least show up, if not fix anything. One day down, no phone calls and obviously nothing fixed.
I am hence writing this open letter to Sify to return the amount for the month as well as the installation amount wasted on your hopeless service. No more, no less. I am tired of communicating with your executives and engineers. I do not want that. I do not want the head of customer care calling me up like last time just to make a monkey out of himself by saying that my feedback was valuable to the company. If it has value, please return the favour in the form of all the money I have wasted on you company so I don’t have to get mad every time your service is brought down by breeze or rains or in most cases nothing more than your stupidity on a fair sunny day.
I would also like to reach out to all those who read my last article about Sify’s customer support and shared their stories to help me get a combined story to the press in an attempt to save others from similar experiences as faced us existing customers.
Lastly, a word to Suchint Murali (the head of customer support): this is not an “isolated incident” as you mentioned in your last email. This is just another documented case putting your incompetence into light. Please search the internet to get a broader perspective of what service you give your customers for the money they pay you. It may be a bit embarrassing and an upsetting exercise. It is the same for all of us every time we have to deal with you.
Customer Report: The Horrors of Customer Support
https://broadbandforum.co/sify-broadband/
It has been months that I have just gotten to the brink of writing about Sify’s escalating ridiculousness. Every year it reaches a new rank of uselessness, so perhaps I must make this a quarterly exercise. Yes, it just gets worse but not without some absurdity like…
Me: I am not getting LAN (Local Area Network); the connection to your “switchbox” seems to be snapped because of the breeze or rains. Sify: What is the error message? Me: I see a red cross on two black monitors. Sify: Sir, you need to “renew” your account. Me: Could you please get… (I wanted to ask for someone responsible to get on the line) Sify: (Puts me on hold without being asked) Me: Waiting for over 15 minutes with an horribly distorted waiting tone. Sify: (Call is manually disconnected) For over a month, I have been singing my username to Sify more often than anyone around me has ever called me by my first name. I am trying to explain this unique “error message” to both the renewal department as well as the engineers at Sify Broadband. Why the renewal department? Because I get this so called error message right after I renew my account. I just paid Rupees 645 (plus numerous hopeless phone calls to their worthless customer support and the maintenance charges they keep begging for) for a problem they do not even understand! All I am always told is… “Sir, it shall be fixed today.”
I wouldn’t even want to get into stories where I was misinformed and given an incorrect plan on renewal through the renewal card. Tried to renew my account just to see a genuine error message that says “This Page can not be displayed.” which had also showed up while checking my account status and also while trying to change my password on numerous occasions and the best of all at one occasion, have a person from the collection department not return the balance amount on payment.
Please understand that none of this is exaggerated or written in an attempt to be funny. This is simply ludicrous. You might wonder why today I decided to write about Sify Broadband. Well, it goes like this:
I get a call from Sify saying they have sent an engineer who would be coming over to my apartment to check with the problem at 19:00. My work shift was from 14:30 to 23:00. I was promised the person would be on time so I was home at 19:00 and had commitments for 20:00. I was actually desperate enough to lose half a day’s pay at work over getting the issue solved once and for all. After waiting till 19:30 I was told, the engineer is on his way and would be there in another fifteen minutes. I cancelled the appointment at 20:00 and waited at home till 22:00 for an engineer to at least show up, if not fix anything. One day down, no phone calls and obviously nothing fixed.
I am hence writing this open letter to Sify to return the amount for the month as well as the installation amount wasted on your hopeless service. No more, no less. I am tired of communicating with your executives and engineers. I do not want that. I do not want the head of customer care calling me up like last time just to make a monkey out of himself by saying that my feedback was valuable to the company. If it has value, please return the favour in the form of all the money I have wasted on you company so I don’t have to get mad every time your service is brought down by breeze or rains or in most cases nothing more than your stupidity on a fair sunny day.
I would also like to reach out to all those who read my last article about Sify’s customer support and shared their stories to help me get a combined story to the press in an attempt to save others from similar experiences as faced us existing customers.
Lastly, a word to Suchint Murali (the head of customer support): this is not an “isolated incident” as you mentioned in your last email. This is just another documented case putting your incompetence into light. Please search the internet to get a broader perspective of what service you give your customers for the money they pay you. It may be a bit embarrassing and an upsetting exercise. It is the same for all of us every time we have to deal with you.