Name of Complainant	Vidya Madavan
Date of Complaint	March 12, 2019
Name(s) of companies complained against	Videocon
Category of complaint	Entertainment
Permanent link of complaint	Right click to copy link
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Text of Complaint by Vidya Madavan:

 

 

 

 

Respected Sir/ Ma’am,

I had activated a new package (mega English and Mega Tamil), on February 27th and received the channels by March 1st. However, 13 channels were missing from the package. After 2 complaints and follow up from my end, a technician visited my house on March 4th (Monday) and after a thorough check, informed me that the problem was not on my end but with Videocon back end team.
He called the service centre, who tried refreshing my connection a few unsuccessful times. I ended up having more missing channels than previously. The service centre person on phone with me told me that he will delete my package, retaining only the add-ons. He asked me to give a new request with the promise that the correct channels will be activated within an hour. So I provided the request around 6pm on March 4th for a new package.

As the package wasn’t activated by Tuesday, I contacted Videocon customer care and lodged a Complaint at the Managerial level. The manager who was on call with me, escalated my problem over email to the back end team and asked me to give a new request, which I did under his supervision. I received the message that the request was updated successfully. I was later informed by customer care that the manager that the manager had registered a wrong complaint that I had login issue, despite my repeated reiteration that it was an activation problem.

Not having my package activated even on Wednesday, I contacted customer service again and after a long delay and multiple call drops, registered a correct complaint on my issue. I received a message from videocon, with the Complaint number (695943915) and assurance that the activation issue will be resolved by March 7th, 5 PM and I will receive my requested channels and package.

As of March 11th, 2019 ( Monday), my request has still not been activated, despite numerous phone calls to customer care and hours upon hours of recorded conversations with representatives, supervisors and managers.

I have spent at least two to three hours every day calling customer care and waiting on hold to speak with the concerned authorities about my complaints, since Tuesday. Every time I get through to the representatives, either my call gets dropped or I’m wantonly transferred to a different language customer service such as Malayalam or Kannada. Any time I get to speak with supervisors or managers, they ask me to wait, tell me that they are escalating my Complaint and give me deadlines such 2 hours, 5 hours, 24 hours etc., within with my requested package will be activated. I have been hearing this same response since March 7th evening, with no additional information.

Supervisors and Managers promise to call me back with more information and a resolution, but they have not done so, not even when the call gets disconnected in the middle of an ongoing conversation.

Today (March 11th), when I spoke to a manager about my issue, he was very rude to me. He said that the Complaint was getting escalated and will be resolved within 8 hours. When I expressed my understandable doubts and asked him to inform me what the issue was, the status of my Complaint and what steps had been taken to resolve it (information I am entitled to and haven’t been provided until now), he was very rude and disconnected the call, stating that there was nothing else he could tell me.

I have already written to d2h customer care on this matter, with detailed information on the time line and various complaints I have lodged. But I have received no response from them. There is also no response from my Nodal officer in his registered phone number.

This problem I am facing with Videocon d2h has taken over my life. It has become a routine of mine to contact Videocon customer service every day and spend 3, sometimes 4 hours trying to get through and staying on hold to speak to the responsible authorities. I have become frustrated and deeply troubled with basic lack of humanity and common courtesy in Videocon customer service. I have had to waste my precious time, energy and money, and faced tremendous mental and physical stress due the incompetence and callousness of even the higher up Videocon customer service in dealing with a simple issue.

Members in my family are unable to watch their preferred channels and programs for the past week and this has led to problems in my personal life also.

I hope that you intervene in this matter and provides me with a prompt and satisfactory solution to my complaints.

Image Uploaded by Vidya Madavan: