Best Christmas Gift by Telecome Provider to Customer

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Dear Customer Support Team@ABC Telecom,

Sub: Christmas Gift from ABC Telecom to one of Loyal Customer (Four Years)

I have been using ABC's Services for last 3 years in LA (98#$%^315). I was one of the happiest customers of ABC. I relocated from LA to NY and opt for the Post Paid connection and paid USD 200 in advance as rent for six month as per their ongoing scheme as of Dec 8,2004.

1. Connection got activated and I got my number as 983232%$^ on Dec. 9,2004.

2. I started sharing with my business partners and customers ABC's number for business purpose as well as to all my friends and relatives.

3. 1st Mistake: DSA Uneducated about the ABC's Telecom Scheme

At the time of filling up the form with ABC, I opted for STD connection and dealer simply took the form and processed. Ideally Dealer should have apprised me for any additional deposits as might be required. Dealer in the quest of getting customer and commission forget to mention the same.

4. Dec 11,2004: I receive a call and SMS that, my documents have not reached and same need to be submitted
ASAP. A call to dealer and issue got sort out.

5. Dec. 13,2004: I receive a WELCOME call from ABC Call Center Agent and apprised me about the Telecom services and portal. I forget to ask about STD facility.

6. Dec 25,2004: I wanted to make STD call and message heard that, facilities is not activated and call on 9892012345 - Customer call service no. for getting it activated.

Call Agent Meg's Interaction:

• I made a call to call center and verified as authorized customer by Agent named Meg. I explained the problem and she kept in on Hold to check my telecom service plan. ( I assume she is being provided a PC using which she verified my credentials instead of checking paper records. ABC is supposed to have CRM software displaying customer details).
  
• She informed that, Mobile-to-Mobile STD is activated but Mobile to Landline facility is not activated. She informed me to deposit Rs.500/= to activate Mobile to Landline STD facilities. (Many might feel that it is funny to have such kind of offerings, which are neither full nor half).
• I expressed my loyalty to ABC for last Three years in LA as well such deposit being not asked. Apart from that argued that, ORANGE is not asking such deposit and usually ORANGE on case-to-case basis based on Report by the Surveyor. She requested me to talk to Reporting Manager Mr. Ryan.
• I requested her to appraise Mr. Ryan about the conversation rather than I explaining the full thing. She assured the same and I started talking to him.
• Mr. Ryan has provided standard answer and reasons for deposit, which I refused to accept, and given the same reasons of ORANGE and Bangalore case. All in vein and I expressed my di-satisfaction about ABC's policy and intent of switching over to ORANGE and disconnected the call.

I did not know that ABC Customer Service dept. Rep. Mr. Ryan has decided to present as Gift to valuable customer of ABC "we_d_living" >> Owner of ABC Post Paid Connection. Loyalty of Four years with ABC paid nicely.

ACTION Taken by Mr. Rahul - DEACTIVATING the CONNECTION with reason as per System stating that CUSTOMER REQUEST for DEACTIVATING the line. Despite the fact that, I never ever used the term "DEACTIVATING the CONNECTION" during my entire conversation.

The most inspiring and perfect example of ABC's Customer Service:

• It seems ABC has taught during Customer Service training that, in case customer express dis-satisfaction of service, despite the fact that deposit of Rs. 600/= is with ABC, make customer life miserable by DISCONNECTING The line.
• Take the Power of Control available and high privilege access of playing with customer's Telecom Account.
  

SANTA Came One Day Late:
Dec 26,2004: Few calls and another set of friendly voices of Fern and Nick helped in resorting the connection.

Going Further:

I have decided to take up the challenge of being David against such a prestigious Organization (Goliath) where few of them feel that Citizen is not Empowered and they can dance at the power Play of Telecome provider like ABC.

Same copy is shared with leading newspaper Editor to feature in TALKING POINT as a better way of using it to create awareness in consumers about their rights of getting harassed mentally and remotely by such managers.