DO NOT BUY MTS! – We purchased a MTS 3G Plus dongle (8644945676, at an advertised maximum speed of 9.8 Mbps) at the MTS store from T Nagar, Chennai on August 17, 2015 under the plan 700/- per month for 14GB FUP limit (7GB for day and 7 GB night). During the purchase we were promised a minimum speed of 1.5-2 Mbps. The internet connection was activated on August 20, 2015. And then the worst times of our life started.
1. The speed was far from the promised minimum speed of 1.5 to 2Mbps. It was fluctuating between 0-400/ 500 kbps. Sometimes it was so bad that I kept getting cut out of my official meetings.
We lodged a complaint (AUG/8894) and they called us back the next day and asked us to play a video on Youtube to get a trace.
The next day, we got a call from the “backend team” who tried to convince us the average speed in our area was 700 kbps. We were not going to fall for that as before we purchased MTS, we tested the speed for a day using a friend’s MTS dongle. When we said this on the call, they said it cannot be device specific when we had in fact seen it right in front of our eyes.
They had the audacity to close the ticket without our concurrence stating “customer receives 1 Mbps at non-busy hours”, which is not true. We had to call back and yell and instead of reopening the same ticket, they opened a new one. We later realized this is a cheap tactic they would employ irrespective of how many ever times we call their customer support. There is absolutely no sense of accountability or professionalism.
2. In the meanwhile, in less than 8 days of use which did not consist of downloading movies or streaming HD data, we got a message saying we had used our 7GB data limit for day. When we called to question the same we were asked to wait for 2 days for their team to get back and given another complaint id (AUG/11003). None of their teams call back in time. With our previous issue not addressed we got very angry and asked them to send our consumption details immediately. They refused saying it will only be provided at the end of our billing cycle, which they said is September 16, 2015 as opposed to the information given by the seller who said August billing would be pro-rata and our billing cycle would be first of every month.
I really do not understand why a customer has to wait for an entire month without internet connectivity just to know the details of MTS’s false claim of having used up the FUP limit. If it is so clear in their systems of record, why are the details proving consumption of 7 GB not shared even after repeated calls for more than 4 days?
Again, without fixing the issue or getting our concurrence, they closed the ticket. After repeated calls, they opened a new ticket (AUG/11541), which they again closed because, apparently they called us once and we did not respond.
They never check for customer availability beforehand nor would it be possible to contact the called number. It would say invalid number when you try dialing it. Again I really do not understand why the customer needs to wait for a call from a different team every time there is an issue. At the least their customer support team could transfer the call to the other team and wait in the call, in the event there is no response, take accountability for issue and perform necessary escalations and ensure the customer issues are addressed in time.
Now, we have no internet till September 16, 2015 and no response from the support team regarding MTS’s alleged false claims of 7 GB consumption or what they are doing to fix it.
Some excerpts from our calls, spoken by MTS customer care executives and floor supervisors:
– “You have used 2GB data so far, how did you use it if you are not getting enough speed?” –
They have the audacity to call customers as liars even without understanding the issue. Either they do not have the basic sense that data can still be consumed at 500 kbps, only it will take longer or it is a cheap tactic they employ to fool ignorant customers.
Right from the first call none of the support team members took necessary corrective actions instead they try blaming the bandwidth for the area or implicate customers with baseless claims and keep closing tickets without customer concurrence – A classic demonstration of their thorough lack of accountability and professionalism.
– “I cannot do anything, our records show you have used 7 GB and we can only send consumption data at the end of billing cycle” – very rudely when I asked if you claim we have used it, send us proof. He actually cut the call abruptly while I was still on line.
I really do not understand why a customer has to wait for an entire month without internet connectivity just to know the details of MTS’s false claim of having used up FUP limit. If it is so clear in their systems of record, why are the details proving consumption of 7 GB not shared even after repeated calls for more than 4 days?
– “Our records show you have used 9GB, how can you say you haven’t? We can’t send anything until end of billing cycle” – Yesterday (31-Aug-15).
I wonder how it went from 7GB to 9GB in 4 days, especially since we could not even use their dongle for the last 4 days.
Till now, neither of our issues is fixed. They keep closing the tickets without our approval, a clever tactic so that they don’t have to show that the same ticket was open for too long or let it escalate.
We are completely and utterly fed up with this service. Not only do they cheat and lie, they have the worst customer care service which does not have the basic decency or professionalism to talk properly to a customer.
They treat us like fools who will listen to whatever they say without questioning it.
We strongly recommend anyone who is considering an MTS connection to NOT even think about it. What you get in return for the money you pay is bad service, rude responses and a headache and sore throat from constantly trying to contact them to fix your issues.