Electronic Cheating Continues

E-cheating continues i am referring to the racket of value added services offered by the Mobile operators in India.

When people are billed with services which they did not demand and are billed stealthily and refuses a refund when customer denies a purchase on realizing accidentally is stealing and whole company tries to cover up from helpdesk to manager it has be brought under the hammer.

I had a bitter experience with Reliance customer care and i had blogged it , read that here.
I was in a rage to file a PIL and also demand a audit of revenue of these third party companies offering services to telecom companies and how telecoms are breeding this racket. Rage alone is not enough and as it need procedures to reach things to court and it is not an easy task.

That was  my previous experience and it did not stop.I made it a point to register all connections with dnd,
but as they say with the registration it takes 45 days for it to be effective and until then the disturbance continues.

Calls from mobile numbers and Reliance Land line numbers continues its like some sort of eve teasing experience in which the romeo enjoy irritating the girls, here they irritate you by calling even 3 times a day or maybe even more especially when you are in roaming and get mislead by the no of  missed calls into thinking it is someone frantically attempting to contact you.

As these calls repeat people get irritated and pick up the calls and do not hang up, least do they know that they may get charged for attending it even though incoming is free in India.Technically it may not be but effectively it is and customer care say that it was activated by the callers.

Escalating calls in these help desks is not a practice the agents who may not know anything other than to say sorry sir, or just read out his script,they  refuses to escalate the call and to get a call escalated the caller has to convince the agent, Company may be under the impression that its subscribers are with free time or that they enjoy calling the help desk. But i think Mobile users these days are not enjoying the help desk and they are irritated instead.

Today i taken for a shock a i had found a sms in the mobile which mentioned activation of some service and it mentioned of a Rs10 fee but it was realized that Rs30 /- was deducted and i went through the pain of  IVR to connect to a dumb agent who offered to get it reversed, but i had mentioned about dnd activation and previous experiences and demanded a escalation to manager and as things go get it done i was irritated and i wasn't giving them a pleasant experience when they were attempting to correct my language , ettiquete all this happens when they did not escalate the call.There are instances in which they have hung up the call.

Clients are not romeo's that is not the way to be treated and there should be operational standards for helpdesk and it should be a norm that calls be escalated if callers demand or the managers should call back within 24 hours.

There should be online accessibility to the mobile account through the web, Let user id be mobile number and passwords available on sms upon request.

Activations should be verified by the telecom company or through sms.If a customer denies it is the result of misleading them and thus the purchase has to be invalidated.