When it comes to speed and value for money services ACT delivers. I have no qualms about that. But when it comes to service they are the WORST.
Events:
Two weeks back I had a 32 hour downtime and they promised me a revised bill which would account for it. During my complaint registration I asked for a root cause and that I get a call from a senior who can give me answers, not customer support who are only trained to give "scripted" responses.
This week I had a denial of service 3 times. One was for 8 hours and the others were for 2 hours each. Each time I complained and even though service was restored I did not get a root cause and I am STILL waiting for that call. Each time I specifically stated that I want a call but to no avail.
The support guy even stated that for anything less than 24 hours they would not revise bills. That was as expected but I was more interested in ironing out the problem than getting a discounted bill. But that of course was not what they wanted.
They continue to ignore my plea for a permanent resolution. If there can be downtime thrice a week then there is some serious problem which they are not letting me know about or not interested in diagnosing.
This is just a post to let people know that customer service is not one of ACT's priorities. Getting customers onboarded and breast beating about their speeds is all they care about. Once you are hooked you are orphaned. Their support system is a big joke. So be forewarned about this.
I have lost all hope for a call from them, that just seems to be the reality with them
Ananth
Events:
Two weeks back I had a 32 hour downtime and they promised me a revised bill which would account for it. During my complaint registration I asked for a root cause and that I get a call from a senior who can give me answers, not customer support who are only trained to give "scripted" responses.
This week I had a denial of service 3 times. One was for 8 hours and the others were for 2 hours each. Each time I complained and even though service was restored I did not get a root cause and I am STILL waiting for that call. Each time I specifically stated that I want a call but to no avail.
The support guy even stated that for anything less than 24 hours they would not revise bills. That was as expected but I was more interested in ironing out the problem than getting a discounted bill. But that of course was not what they wanted.
They continue to ignore my plea for a permanent resolution. If there can be downtime thrice a week then there is some serious problem which they are not letting me know about or not interested in diagnosing.
This is just a post to let people know that customer service is not one of ACT's priorities. Getting customers onboarded and breast beating about their speeds is all they care about. Once you are hooked you are orphaned. Their support system is a big joke. So be forewarned about this.
I have lost all hope for a call from them, that just seems to be the reality with them
Ananth
