Thursday, October 2, 2008
Wednesday, September 17, 2008
What to do when one is overcharged on MRP ?
This link gives you exhaustive information to handle such a case :
Tuesday, September 16, 2008
Knowing my consumer rights helped !
Hi folks,
My first step in knowing my rights and exercising the same has helped me getting back at my ISP in my home town who were providing "deficient" service. I got a 1 month free subscription service as compensation.
I am posting an e-mail conversation. I know it's a long one BUT it's worth the read.
Identities of people are safe guarded to respect their privacy.
The service provider name is Honesty Net Pvt. Solutions Ltd(HNS)
CTO: is the Chief Technology Officer of HNS.
Correa Denzil: myself ;)
Correa Denzil wrote:
>
> Dear Sir,
> I am a Honesty Net Service customer since the past three years
> viz. from July 2005.
> The following are the details of my subscription with you:
> *
> Username*: denzil_c
>
> *Plan:
> *40 kbps unlimited
>
> *Service Charge*:
> Rs. 340/- per month {Earlier before April2008 Rs. 337/- per
> month}
>
> I am particularly quite unhappy ever since your prepaid card
> system came into effect. The prepaid card has been more of a
> problem than an easy solution.
> During my subscription period for the month of 9th June to 8th
> July there have been frequent disconnections of internet
> service not to mention the slow speeds and the callous
> attitude of the people at your complain/ help desk at the Ph.
> no. 67602100
>
> Most of my complaints haven't been resolved in sufficient time
> leading to unreasonably long disconnection hours due to which
> I wasn't able to check important e-mails and complete my
> official work in the honored time which resulted in financial
> losses not to mention the frustration accompanied.
>
> Most often the help desk doesn't attend our call. When they
> do attend they respond to the complaint quite late which leads
> to long hours of disconnections. The people at the help desk
> have no answers to our queries as well. They give an
> approximate time line and even that time line is not honored
> more often than not.
>
> Being your long term customer I have experienced the fact that
> the problem gets aggravated during rains. This is only due to
> the unprofessional manner in which your system works. The
> switch that you have placed on top of my building is in a
> sorry state. I have given repeated oral complaints about the
> same but to no avail. There is a steel box provided to place
> the hub but the switch/hub is always hanging outside. The
> wires are all tangled up and there's no identification mark
> for any of them {there are 7 such wires coming from 4-5
> different buildings plus 1 wire as input which makes the total
> available ports as 8} which makes it difficult for the
> linesman to identify and hence they use a trial & error method
> and directly unplugs the cable sometimes unplugging wires
> which he shouldn't. As the hubs are kept open, inspite of the
> box provided, during rains water seeps in through the
> perforations in the building walls and enters the switches and
> the wires. This leads to short circuits in the hub or the
> media connector. The wires are also damaged due to rain water
> seeping which results in slow speeds.
>
> Repeated complains have been made about the same in person {at
> your office } as well as on the phone at your complaint desk.
> Nothing has been done to resolve the issue since a long time now.
>
> PFA the XL sheet which gives the disconnection time and date
> for the duration of 9th June-8thJuly2008. The amount of time
> in disconnection is _/5 days and 9 hours/_.
> I had lodged a complaint at your help desk Ph. no. 67602100
> and they have refused to refund me the amount or extend my
> time for the next month of subscription.
>
>
> _Kindly look into the matter and please do the needful failure
> to which I am contemplating of approaching the consumer court._
>
> Thank You.
Reply by CTO(HNS) on On Wed, Jul 9, 2008 at 2:09 AM:
Dear Denzil,
> Sorry to hear about the problems that you have been facing, as the
> CTO of the company its my duty to make sure that
> the uptime provided to all customers is at its highest.
> We have had an increase in the the number of connections and the
> internal systems could not be
> upgraded to keep up with the demand at the same time.
> So to increase the load handling capacity we had to install
> untested new software (the prepaid) system
> which has been working with other providers.
> The system has given us a lot of problems and the migration to the
> new system is underway, within the next 3-4weeks
> you will be shifted to the new system, where you will face
> virtually no disconnects, slow speeds etc.
>
> As for the customer service, please as a rule, each time you call
> the help desk, please make sure that you get a support
> ticket number. This way we will be able to track your complaints
> and at all points of time will be able to ensure that
> if you have a complaint it will be followed up by the internal
> escalation matrix.
>
> As for your plan extension, that will be done without any
> problems. (Please check my next mail)
>
> regards
> CTO
> Honesty Net Solutions
Correa Denzil wrote:
> Hi,
> According to this e-mail, HNS had assured me that the new system would
> be up in 3-4 weeks I would be shifted to the new system, where I would
> face virtually no disconnections, slow speeds etc.However, nothing of
> the same sort has happened.
>
> Firstly, the service has deteriorated from bad to worse. I had no
> internet from August 20th to September 6th during this month's plan of
> August 8th to September 9th 2008. Your engineering team had identified
> a minor fault in my LAN card which was rectified the very next day by
> me. Even after repeated complaints, follow ups with the hierarchy and
> your mentioned escalation matrix,mentioned in your previous e-mail
> ,nothing has been done about it.
>
> Secondly, You had provided an extension for 5 days during my previous
> plan. During the extended plan of 5 days I have received just 2 days
> of internet as your systems were down once again. Invariably during
> the rains most of your systems face down times and this has been
> happening for the past 3 years. I am your customer for a little more
> than 3 years now and nothing has been done about the same to solve
> this problem.
>
> Thirdly, no extension of plans have been provided for this month which
> makes the matter really worse for me. My projects, work related
> e-mails have been stuck up and hence I have incurred a truck load of
> financial losses for no fault on my account. Add to that the mental
> agony and repeated calls to your customer care desk speaking with
> people who have no knowledge about the same adds to the frustration.
>
> Your so called customer care is NOT a customer care after all. How
> could one explain not attending a calls for a complete day. Issues
> have been faced incessantly by consumers like us and nothing has been
> done either by you or your management to appease us let alone solve.
> Honesty is the brand name of your company and I wish it could
> symbolize the tag name. Unfortunately, there has been NO HONESTY in
> the manner which you function OR provide service to your customer.
>
> Lastly, assurance from your regard hasn't helped which has forced me
> to treat this matter in an extreme step.
> Honesty Net Solutions (India) Pvt. Ltd.(HNS) hereby stands of
> violation of the Consumer Rights Protection Act, 1986 with regards to
> "deficiency in service".
>
> I request the concerned authority of Honesty Net Solutions Pvt. Ltd.
> to provide adequate compensation and discuss this issue with me
> (Denzil Correa) ONLY on my personal telephone number
> failure to which I plan to sue HNS with regards to violation of the
> Consumer Rights Protection Act, 1986 on huge financial losses and
> mental agony caused by your product which me, your customer, endorses
> since 3 years.
>
> Kindly note, that this would be my final communication to you on this
> regard and failure to respond to this issue on a "high priority"
> basis, would be taken as a "no interest, no service" response from
> your side.
>
> Expecting a reply from your side at the earliest
CTO(HNS):
Dear Mr. Denzil,
I'm sorry to hear that you problems have not been solved at all even
after my personal follow up.
I would like to firstly extend a 1 Month Extension on your current plan,
without any charges.
Secondly i will see to that fact that the problems to your link are
solved ASAP.
I'm having our VP Tech. calling you "Mr. Pankaj Auti", please give him
some time to get the problems
fixed.
We will do what ever it takes to get the problem sorted out.
regards
CTO
This shows that awareness of consumer rights will impede service providers like HNS to unscrupulously exploit their customers.
My first step in knowing my rights and exercising the same has helped me getting back at my ISP in my home town who were providing "deficient" service. I got a 1 month free subscription service as compensation.
I am posting an e-mail conversation. I know it's a long one BUT it's worth the read.
Identities of people are safe guarded to respect their privacy.
The service provider name is Honesty Net Pvt. Solutions Ltd(HNS)
CTO: is the Chief Technology Officer of HNS.
Correa Denzil: myself ;)
Correa Denzil wrote:
>
> Dear Sir,
> I am a Honesty Net Service customer since the past three years
> viz. from July 2005.
> The following are the details of my subscription with you:
> *
> Username*: denzil_c
>
> *Plan:
> *40 kbps unlimited
>
> *Service Charge*:
> Rs. 340/- per month {Earlier before April2008 Rs. 337/- per
> month}
>
> I am particularly quite unhappy ever since your prepaid card
> system came into effect. The prepaid card has been more of a
> problem than an easy solution.
> During my subscription period for the month of 9th June to 8th
> July there have been frequent disconnections of internet
> service not to mention the slow speeds and the callous
> attitude of the people at your complain/ help desk at the Ph.
> no. 67602100
>
> Most of my complaints haven't been resolved in sufficient time
> leading to unreasonably long disconnection hours due to which
> I wasn't able to check important e-mails and complete my
> official work in the honored time which resulted in financial
> losses not to mention the frustration accompanied.
>
> Most often the help desk doesn't attend our call. When they
> do attend they respond to the complaint quite late which leads
> to long hours of disconnections. The people at the help desk
> have no answers to our queries as well. They give an
> approximate time line and even that time line is not honored
> more often than not.
>
> Being your long term customer I have experienced the fact that
> the problem gets aggravated during rains. This is only due to
> the unprofessional manner in which your system works. The
> switch that you have placed on top of my building is in a
> sorry state. I have given repeated oral complaints about the
> same but to no avail. There is a steel box provided to place
> the hub but the switch/hub is always hanging outside. The
> wires are all tangled up and there's no identification mark
> for any of them {there are 7 such wires coming from 4-5
> different buildings plus 1 wire as input which makes the total
> available ports as 8} which makes it difficult for the
> linesman to identify and hence they use a trial & error method
> and directly unplugs the cable sometimes unplugging wires
> which he shouldn't. As the hubs are kept open, inspite of the
> box provided, during rains water seeps in through the
> perforations in the building walls and enters the switches and
> the wires. This leads to short circuits in the hub or the
> media connector. The wires are also damaged due to rain water
> seeping which results in slow speeds.
>
> Repeated complains have been made about the same in person {at
> your office } as well as on the phone at your complaint desk.
> Nothing has been done to resolve the issue since a long time now.
>
> PFA the XL sheet which gives the disconnection time and date
> for the duration of 9th June-8thJuly2008. The amount of time
> in disconnection is _/5 days and 9 hours/_.
> I had lodged a complaint at your help desk Ph. no. 67602100
> and they have refused to refund me the amount or extend my
> time for the next month of subscription.
>
>
> _Kindly look into the matter and please do the needful failure
> to which I am contemplating of approaching the consumer court._
>
> Thank You.
Reply by CTO(HNS) on On Wed, Jul 9, 2008 at 2:09 AM:
Dear Denzil,
> Sorry to hear about the problems that you have been facing, as the
> CTO of the company its my duty to make sure that
> the uptime provided to all customers is at its highest.
> We have had an increase in the the number of connections and the
> internal systems could not be
> upgraded to keep up with the demand at the same time.
> So to increase the load handling capacity we had to install
> untested new software (the prepaid) system
> which has been working with other providers.
> The system has given us a lot of problems and the migration to the
> new system is underway, within the next 3-4weeks
> you will be shifted to the new system, where you will face
> virtually no disconnects, slow speeds etc.
>
> As for the customer service, please as a rule, each time you call
> the help desk, please make sure that you get a support
> ticket number. This way we will be able to track your complaints
> and at all points of time will be able to ensure that
> if you have a complaint it will be followed up by the internal
> escalation matrix.
>
> As for your plan extension, that will be done without any
> problems. (Please check my next mail)
>
> regards
> CTO
> Honesty Net Solutions
Correa Denzil wrote:
> Hi,
> According to this e-mail, HNS had assured me that the new system would
> be up in 3-4 weeks I would be shifted to the new system, where I would
> face virtually no disconnections, slow speeds etc.However, nothing of
> the same sort has happened.
>
> Firstly, the service has deteriorated from bad to worse. I had no
> internet from August 20th to September 6th during this month's plan of
> August 8th to September 9th 2008. Your engineering team had identified
> a minor fault in my LAN card which was rectified the very next day by
> me. Even after repeated complaints, follow ups with the hierarchy and
> your mentioned escalation matrix,mentioned in your previous e-mail
> ,nothing has been done about it.
>
> Secondly, You had provided an extension for 5 days during my previous
> plan. During the extended plan of 5 days I have received just 2 days
> of internet as your systems were down once again. Invariably during
> the rains most of your systems face down times and this has been
> happening for the past 3 years. I am your customer for a little more
> than 3 years now and nothing has been done about the same to solve
> this problem.
>
> Thirdly, no extension of plans have been provided for this month which
> makes the matter really worse for me. My projects, work related
> e-mails have been stuck up and hence I have incurred a truck load of
> financial losses for no fault on my account. Add to that the mental
> agony and repeated calls to your customer care desk speaking with
> people who have no knowledge about the same adds to the frustration.
>
> Your so called customer care is NOT a customer care after all. How
> could one explain not attending a calls for a complete day. Issues
> have been faced incessantly by consumers like us and nothing has been
> done either by you or your management to appease us let alone solve.
> Honesty is the brand name of your company and I wish it could
> symbolize the tag name. Unfortunately, there has been NO HONESTY in
> the manner which you function OR provide service to your customer.
>
> Lastly, assurance from your regard hasn't helped which has forced me
> to treat this matter in an extreme step.
> Honesty Net Solutions (India) Pvt. Ltd.(HNS) hereby stands of
> violation of the Consumer Rights Protection Act, 1986 with regards to
> "deficiency in service".
>
> I request the concerned authority of Honesty Net Solutions Pvt. Ltd.
> to provide adequate compensation and discuss this issue with me
> (Denzil Correa) ONLY on my personal telephone number
> failure to which I plan to sue HNS with regards to violation of the
> Consumer Rights Protection Act, 1986 on huge financial losses and
> mental agony caused by your product which me, your customer, endorses
> since 3 years.
>
> Kindly note, that this would be my final communication to you on this
> regard and failure to respond to this issue on a "high priority"
> basis, would be taken as a "no interest, no service" response from
> your side.
>
> Expecting a reply from your side at the earliest
CTO(HNS):
Dear Mr. Denzil,
I'm sorry to hear that you problems have not been solved at all even
after my personal follow up.
I would like to firstly extend a 1 Month Extension on your current plan,
without any charges.
Secondly i will see to that fact that the problems to your link are
solved ASAP.
I'm having our VP Tech. calling you "Mr. Pankaj Auti", please give him
some time to get the problems
fixed.
We will do what ever it takes to get the problem sorted out.
regards
CTO
This shows that awareness of consumer rights will impede service providers like HNS to unscrupulously exploit their customers.
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