Originally Posted by sateeshyanamandra

I've taken a post paid connection from Idea Cellular (9666682684) in 2009. Ever since I've taken the connection, I've not received the e-bills. Since I'm using their service, I have been paying the bills with late payments ( as I never received the bills ).

For the past 1 year, I've been trying to resolve the issue by calling 12345 and mailing to ccare.ap@idea.adityabirla.com. Agents at Idea Cellular always chased me out of the line considering their AHT by giving either wrong information or false commitments. Since I worked with international call centers for more than 5 and half years, I know how to get the issue escalated. My calls with great difficulty got escalated to the escalations team- still the issue is not resolved. I then tried to reach the next level and spoke to a manager who again chased me out of the line.

I'm heading a business which is into Training and Placements. I travel all over AP for 23 days in a month. Often, the outgoing service got disconnected. I repeatedly called the Idea Cellular and asked to resolve the issue permanently. I also walked up to the store at Khan Latif Khan Estates and tried to reach a manager. Agents at head office ill-treated me and again wrong commitments were given.

• Agents promised a resolution- never happened.
• Escalations team promised a resolution- never happened.
• Managers promised a resolution- never happened.
• Few calls to Idea Cellular were not even documented by the respective people I spoke to- which was again confirmed by the next agent.
• False commitments in terms of issue resolution and call backs.

My repeated calls to customer care and my personal visits to their head office couldn't resolve the issue. No one actually attends the issue nor takes the ownership of resolving the issue. In this process, I was ill-treated, insulted by their team. Here are few statements used by their agents and Supervisors. These statements given by agents and supervisors while the MUTE button on the phone was not ON.

• E saala phir se call karaa- phone rakh nahi rahaa hain
• “ e paagal tho ab tak bahoth baar call karaa our bhi kar rahaa hai”
• 13 mins on the call. Tell him that the supervisor will call him and move on to the next call
• You are at liberty to disconnect the service and move on to a difference service provider
• You can do whatever you want to feel like. We don't care.
• “ You have used our services and you have not cleared the bill. Don’t you know that you are supposed to make the payment?”.-by back end team who call to remind the bill payments.

I'm aware of the fact that I'm supposed to make the payment when I use the service- but am I not entitled for a bill? Why sending a bill has become an unresolved issue for more than 3 years?

I can understand that agents have not documented my calls but what happened to the managers? why are they not dare enough to document the calls? why are they giving false commitments when the issue is not in their hands? why are they not escalating the issue to the next level?

I walked up to the store again in my earlier visit to Hyderabad and submitted all the documents necessary for postal bill to a manager. This manager has promised me that he will waive the complete bill which will be reflected in few days. Its been more than a month and either the waiver is not given or I got my postal bill. Yesterday, while I was on call with a Manager I realized that nothing has been updated in the database ( either the waiver or the postal bill address). What kind of service is this?


I have been trying to resolve the issue silently but every person at Idea Cellular made me irate and get pissed off. Fortunately my cell phone has got incoming and outgoing call recording facility and all the calls with idea cellular got recorded. I never received a reply to my emails to idea cellular. Here is my plan of action.

1. lodging a complaint in consumer court with all the call records as proof.
2. Post the issues with Idea Cellular in all social networking sites.
3. Approaching media and let everyone know what type of service is provided by Idea.

We scheduled a media meet tomorrow in Hyderabad. Hope this will make everyone realize the disappointing/disgusting service by IDEA.

Sateesh Kumar Yanamandra
Managing Director
ABHYAS HRD Pvt Ltd.

Dear Sir,

We wish to inform you that we have definitely taken a very austere stand on the concerns raised by you. The individuals, though very well trained and competent, by themselves, may have inadvertently missed out on extending the courtesies expected from an organization of our repute. Further, this is to inform you that the SEB (sending e-bill) facility has been activated against the mobile number 9666682684 with the e-mail id contact@abhyashrd.com. Please note that once the SEB option is activated, all future monthly detailed invoice (PDF) will henceforth be delivered at your e-mail id on the bill date and the hardcopy of the invoice will be stopped. Please find the attached invoice for the month of April 2012 for your kind reference. Also, this is to inform you that the services against the mobile number 9666682684 has been reactivated with effect from 10th May 2012.

Regards,
Ideacellular

my purpose for this complaint is i'm unable to use the internet over my mobile n the customer care number that's complaint number 198 always say the same line our cstomer care representatives r busy on another call plz call 53500 for more details n this number is actually for advertizement for their new schemes they manupulate me from last two days that there is some problem in server it will b solved today.........plzz help



name: Dheeraj
contact number: 9850606533

Dear team,
please go thru trail mail you talk about good service but it is not true because we have 3g netseter (8935029198) & other my post paid connection (7860786331)we have many time complain at your call center about your poor services but not taken any one responsibilities and today we have received call form your representative (9136295289) if not submit my bill of only 773/ then your company issue legal notice and whan we visit at your idea office then not any representative care our relationship they offer to me if you want continue connection then please submit your bill only the salutation after the bad services .

we have paid three month bill rs 2000/ of (8935029198) without uses your net seter due to your bad services .
please don't call its services its only red tapism

Regards
Vishu verma
0786078633
0760799252


--- On Thu, 14/3/13, crystal.prod@idea.adityabirla.com <crystal.prod@idea.adityabirla.com> wrote:


From: crystal.prod@idea.adityabirla.com <crystal.prod@idea.adityabirla.com>
Subject: SR# C1-1044101329 Submitted
To: vishuv81@yahoo.co.in
Date: Thursday, 14 March, 2013, 4:58 PM

Dear Customer, your request for Disconnection for Mob.No.8935029198 is registered & would be actioned within 22 hrs. through Communication Id C1-1044101329. We thank you for preferring Idea cellular and are confident we would iron out your service issues on priority. We appreciate your patience and patronage and look forward to servicing you at the earliest. Please note: This is an auto generated mail, kindly do not reply to this mail.

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ideacellular.com E-Mail Domain is now idea.adityabirla.com E-Mail Domain
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An idea can change your life.

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Hello,

I have been having a lot of problems with my idea cellular connection with the signal coming on an intermittent basis to experiencing a complete shutdown now where I cannot receive any calls. Message says 'Network is Busy' for all incoming calls. Outgoing calls are not working at all.

I have spoken to your inexperienced, unhelpful customer service people who answer the calls and don't have any solution to offer apart from saying 'pls restart your handset'. That response doesn't help when I am almost sure that it's a network issue. I have another idea number 9911053333 which is giving exactly the same problem.

I would like to remind you guys that mobile market is very competitive and for Idea to treat customers like this can ONLY have repercussions by customers shifting to other mobile operators. Number portability allows me to do the same and I will just jump over to another reputed provider rather than listening to more silly excuses from the Idea team.

Thanks,

D S DUA

Few references:

1. Complaint made at 12.15 pm through Divya Vishwakarma unresolved the whole day.
2. SR# CI-2053038862

Hi i have not received the refund , Customer care people doesn"t understand the concern of mine
Specially MR gaurav Rajput who really doesn't about his process , he is not understanding my concern at all.
i Want to raise a concern that they have charged me extra 2000 rupees all the time , which is never been refunded.