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Worst experience ever with a ISP!! Your suggestions appreciated I was (and still am a customer) of Hathway as per the contract plan ending only on January. 2007. Had they didn’t take back my modem, promising me the refund, completely cheating a customer, I wouldn’t have write this review.
I subscribed for Freeway 6 months unlimited plan on July 9th , 2006and paid 6 months in advance. The sales executive, Shekhar told me that , anywhere I shift inside the Bangalore City (not inside blore), I will get the Hathway connection also shifted. On Oct 4th, I shifted my location around 500 mts away from my previous address. After consulting with the cablemanager, I was told by Satish, Technical Manager on Oct 7th that there is no feasibility in the new location and was asked to contact BillingDesk for the refund. I got a reply from the bangalorehelpdesk@hathway.net on 7th confirming that.
Following the instruction, I contacted billingbangalore@ hathway.net on 13th October and on following up over phone for next 3 days, I got aconfirmation by 16th that I will be getting a cheque of Rs.2600 considered towards the refund by November first week.
When I didn’t get the refund by November 2nd week, I called billing department again, first time to be told that, it is the refund department which handles it and I have to contact them. On confirming the eligible refund amountof Rs.2600 , they asked me to return the modem. I did refund the modem by 15th Nov and got a written confirmation from the person who took the modem.
By Dec 4th, I got another email from their Billing executive sayingthat, as per the head office, I am not eligible for any refund. After making a few more calls to get a solution for this issue, I was told by the billing executive, to call Mr. Chandrasekhar, Billing/Refund Manager . Here is where the fun begins.
45 days already passed. Now Mr. Chandrashekar told me that he can’t make a decision and asked to call Mr. Arun Rao, Business Development /Sales Manger regarding the refund. And promised me that If Arun Rao confirms the refund, he can issue it without any further delay.
I did contact Mr. Arun Rao on Monday (who was at Mysore on Friday,attending a meeting) when talked to him, I was promised to be called back with a solution. It is interesting to be noted that one Mr. Vinod claimed that he is the Arun Rao, and started talking to me. Only after explaining the situation, he is telling that "sorry I am not Arun Rao. He is on a meeting and will tell him to call you back." Unfortunately, I never got a call back.
Everytime I call them, after being on hold for 10 mins , I will be told to call them after 1 hour, since he is on a meeting. I made a few more calls on 12th Dec as well as 13th Dec to Hathway’s Sales Manager’s office (Bangalore Division) finally to be redirected to Ramesh, Accounts Manager, who claimed to attend the phonein the midst of a meeting. He confirmed with me that Chandrashekhar isthe person who can make the decision. When tried to call Chandrashekharagain, (to complete the loop), he was busy on meeting and an executive there, told me to call him on 14th Dec.
Totally frustrated by their lack of customer service even from the managers, I emailed Jaytant , who is the CTO of hathway and Chandrashekhar , for which I didn’t get a response yet.
So what can you expect from a management who lures the money from the customers and refuses to attend the customer’s calls redirected by their own subordinates saying a false reason that they all are on a meeting. And promising the refund, takes away the modem within the contract period.
I am not sure about managers of Hathway in other parts of India. But in bangalore, they are the worst a company can employ. They can’t even boldly say that you wont be getting a refund and return the modem in working condition. Managers looking for excuses to avoid the calls..It’s a shame that is the same Rahan Raheja group, which owns Globus, Outlook , Exide and other brands employs such managers, who can’t make such simple decision . If managers are pathetic, how can the Customer support any better.
There is something more funny that I was told by their own customer support executives themselves that, those managers were not in the meeting and each of them were in their cabin. They understand the value of money, but not the millionare group, Rahen Raheja.
Let’s hope atleast the CTO reads and pays attention to the email. Please let me know your suggestions on what can I do to get the refunds thye promised. What can I do for an issue where they didn't solve a refund request raised 60 days back. What can I do against them on taking my modem back promising me a refund ?
Abhilash P.
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Originally Posted by rums 
