Customer Speaks: User Experience from IDEA, A wonderful journey

User Experience from IDEA, A wonderful journey In Our Last Article we saw about the customer experience from a MTS Customer.This time it’s a customer from IDEA who hails from karnataka had a serious issue about the billing and has shared his experience with us.

Here we are mentioning what exactly this customer narrates:

I am Sharath from Bangalore .My Idea number is 9844xxxx. Currently I am corporate user I bought the connection some where 6 months back was using its appropriately got irritated in the first month itself about the bill not reached thought there could be some error .

Kept quite so decided not to use and see what the company does if I doesn’t pay the bill I kept quite for the period of 3 months and when I heard that 3G services are getting launched in Karnataka I decided to use the connection back as that was the only IDEA number I had. I called up to customer care to get the services activated for the 3G as I was very much excited but when checked my outgoing was barred.

I called for the reactivation of my number, I had also send a mail to the Idea corporate for my bill issue and my 3G activation which took a long time and response at customer care was worst. Then I was getting calls and mails for the payment remainder, where I also spoke with the collection manager Mr Dev thought he would be solve my issue, But since he was not a concern person and my issue was escalated to one of the person who take care of service delivery for postpaid Ms Catherine Prescilla.

I called her for my issue even though it was my first call to her and she was heading back to home she took the initiative to check on my issue what happened previously at customer care and assured me the justification for the issue at customer care and Bill issue would be rectified and the response from her was really amazing.

Even though my services were barred she assured that it got activated immediately and also she was helping me even though She was on her leave. Even now also any time I wanted any help from her I am just a call away from getting a good service from the IDEA. Now I have stopped calling for customer care for any of issue.

I am really thankful to Mr Dev also who has escalated to Ms Catherine Prescilla who has really taken every single customer issue personally and helped me in resolving the same.

This could be one of the reason because of which IDEA is able to give such a wonderful experience to its customer with these kinds of wonderful people.

Have you ever faced billing issue with Idea how was the initial response do let us know via comments.

Like to get featured in Sunday Customer Speak Section do share your experiences with proper proofs attached via Email we would love to cover it .

Yunus November 18, 2012 at 12:46 pm

it is due to LCD problem. Since i have the wratanry period i consulted HTC AUTHORISED SERVICE CENTRE – CELL INFOTECH, Egmore, Chennai and HTC SERVICE CENTRE – Basvangudi Branch, Banglore, but i got ill responses. MR Uday Kumar, 9884090092, Cell InfoTek Chennai, ill-treated us,i came all the way from banglore to chennai to get it serviced but there is no proper response and especially the guy guided us badly.My whole 26,000 rs is wasted now. Whos gonna answer this. This is the way you treat your customers.I have no complains over the phone, it is the smartest phone ever but service centres are too bad, please educate those service providers to behave properly with the customers.Please take necessary steps to bring back my phone and take immediate actions on those service centres.

hitesh September 21, 2012 at 11:03 pm

what a POOR Network sir G …

Ranganatha h g December 27, 2011 at 9:38 pm

really its very bad experience every time when i want to check my balance it displays on the screen as REQUEST NOT COMPLETED . Even after every call i am not getting the balance on the screen

dipesh September 28, 2011 at 10:12 pm

@ideacellular
@Kanchan

completely agree with you 1000% idea customer people only lodge complaint they dont have authority to resend wrongly deducted money and also they send sms like ur concern is resolved but it never get resolved even after repeated complaint. and worst part is there Nodal officer Mumbai = Mr ram kumar dont even reply to email i wonder weather he is there to clean toilets or to address customer complaint.

Virender September 8, 2011 at 10:54 pm

My idea no 9540141451 of Delhi circle blocked due to not submitting of documents. I’ve personally submitted documents at various locations of Idea care offices 4-5 times but till date no response. I’ve complained to customer care but no response. I’ve also recharged this no. With big amount. No balance adjustment to another no. My no blocked for last one year. So, I request u pls send this problem to Idea higher officials. I lose my faith towards idea.

Kanchan September 8, 2011 at 1:57 pm

@ideacellular
I have mailed my complaint again with ur token id to grievance.kolk@idea.adityabirla.com for Kolkata circle. But not expecting any solution from idea.

ideacellular September 8, 2011 at 1:36 pm

Kanchan :
Idea customer care people is nothing but stupid. They also never replies to grievances by email

Dear sir,

We regret the inconvenience caused to you. May we request you to reply to us with your complete account details such as full name, mobile number, and the type of inconvenience you are facing. Also mention the token ID 205IC104697 in the subject.

Regards,
Idea cellular

Prasad September 6, 2011 at 9:38 pm

@ teletalk Vodafone in Udupi Manipal is best, good network best ccare.
BSNL CC r far better than Idea….

Suman September 6, 2011 at 11:55 am

teletalk :@Suman i agree with you bro vodafone is best but its very costly and if vodafone charge his customers high so servise is also high class but in idea is not costly compare to vodafone and therefore i like idea

Yes, u r right.

teletalk September 6, 2011 at 11:39 am

@Sandeep
i dont think so because i use idea card since 2004 and no connectivity problem in idea right now 8 sec connectivity is in vodafone now there is beep sound first and than connect call in vodafone my brother i am a retailer of all companys prepaid sim
in Gujarat since 2004 and many customer come to me for complains but very few customer says bad to idea but large complain to other company’s

teletalk September 6, 2011 at 11:25 am

@Suman
i agree with you bro vodafone is best but its very costly and if vodafone charge his customers high so servise is also high class but in idea is not costly compare to vodafone and therefore i like idea

ROUSHAN September 5, 2011 at 10:19 pm

IDEA ! GET BETTER IDEA TO DROP IDEA ! HA HA HA
IDEA FORMERLY SPICE TELECOM IS THE KARNATAKA’S OLDEST AND MOST PATHETIC CELLULAR SERVICE PROVIDER…..,NO IMPROVEMENTS TILL DATE……,ONLY MISSED CALL RAJA’S AND SMS BUGGERS RATE TO IDEA KARNATAKA….,PEOPLE WHO FREQUENTLY USE VOICE CALLS ARE THE ONES CAN TRUELY EXPRESS WHAT IDEA IS ! BOY FRIENDS,GIRLS FRIENDS, ROMEO’S , JULIET’S BEWARE OF IDEA NETWORK….PLZ PLZ PLZ …. IT WILL RUIN UR BONDING WITH UR LOVED ONES(LOTS OF CROSS CONNECTION OVER VOICE CALL IN SPICE TELECOM)! TT GUYS ARE SLEEPY GUYS! NEED SOME REST…. BETTER CONCENTRATE ON HARDCORE CUSTOMER ISSUES! DONT PUBLISH CHILDISH TXTS…..

Sandeep September 5, 2011 at 6:06 pm

I think Idea Gujarat is working on 1G pathetic call connectivity to connect a call it take more than 8 seconds… When i was using idea i found that Idea is similar to BSNL. Even many you will get IVR that call cannot be connected because of network conjetion.

C.Arabindow Baskaran September 5, 2011 at 5:47 pm

The best service given comparable to any other cellphone services given by other companies. The Staffs are very attentive,prompt cortuous, cool temperament even if we are harsh. In my house more than 4 members of our family are subscribers of idea mobile. I even vouched for more than 10 people for idea and the obliged.The calls are very cheap with rate cutters. I have had switched over to Idea from Airtel since more than 2 years.
I can bet and challenge to the whole world Idea is the best.
I am active participant in share trading. The share which I bought for Rs.66/-
is now trading for Rs.100/-. I only trade in Idea shares. This itself shows the credibility of the company.Best wishes for the prosperity of the company and should attain No.1 spot in India.

Suman September 5, 2011 at 4:26 pm

teletalk :AND IN GUJARAT IDEA IS RUNNING SUCCESSFULLY WITH HIS CUSTOMERS AND NO.1 IN NETWORK NO.1 IN DIFFERENT TYPE OF SCHEMES AND GOOD CUSTOMER CARE AND BEST QUEALITY IS WRONGDEDUCTIONS OF MONEY IS NOT IN IDEA AND DND SERVICE IS ACTIVATE IN ONLY 5 DAYS AND NO MORE PROMOTIONAL CALLS AND MESSAGES FROM COMPANY
I LIKE IDEA …………….BEST IN GUJARAT

Vodafone activate my DND service in 15 min.

AzK September 5, 2011 at 3:58 pm

this article itself is so confusing there is so confusing,there is no way we find any good experience by the customer and the bill thing too is obnoxious.

Nilakshi Singh September 5, 2011 at 3:47 pm

I don’t think it’s any appriciation. Look here, everyone done worst job, except a senior lady officer. Bad idea. Presume what were happened if she were not meet this customer.

teletalk September 5, 2011 at 2:55 pm

AND IN GUJARAT IDEA IS RUNNING SUCCESSFULLY WITH HIS CUSTOMERS AND NO.1 IN NETWORK NO.1 IN DIFFERENT TYPE OF SCHEMES AND GOOD CUSTOMER CARE AND BEST QUEALITY IS WRONG
DEDUCTIONS OF MONEY IS NOT IN IDEA AND DND SERVICE IS ACTIVATE IN ONLY 5 DAYS AND NO MORE PROMOTIONAL CALLS AND MESSAGES FROM COMPANY

I LIKE IDEA …………….BEST IN GUJARAT

upatt September 5, 2011 at 1:33 pm

The !dea is simply a great operator everybody knows

Kanchan September 5, 2011 at 9:41 am

Idea customer care people is nothing but stupid. They also never replies to grievances by email

bharathkumara September 5, 2011 at 6:46 am

thanks for u r concern.. where their is a will.. their is the way.. think positive.. u guys are not even dont know.. whats going on in every indian telecom cc, thats the problem today.. training is not effective to customer care executive.. thats the problem.. u guys are not get connected.. once any body can try in soft way.. u r guys every time trying in hard way.. i dont think so…

Prem Dhanapal September 5, 2011 at 2:59 am

I agree,I am a port in customer.I am very much satisfied with Idea.when ever i register a complaint they will sove the complaint immediately and will give feedback call.If there is any wrong charging done ,they will immediately refund the amount.All the best IDEA.

selvam September 4, 2011 at 10:45 pm

@DHRUV be careful when ever u r submitting ur ID get some ack..if it was used for someother card u will b in trouble..don’t be lazy..the persons receiving may use ur id for some other card u will be in trouble…

saiesh September 4, 2011 at 10:26 pm

Sir,
Kindly show one good review of idea in Maharashtra and Goa Circle except coverage (network) idea has nothing good to offer, Ppl here are frastrated.

Arka Chatterjee September 4, 2011 at 9:02 pm

@DEB

I am agree with u.

Saurabh September 4, 2011 at 8:35 pm

pk :
Check idea’s 3g website and compare their tariff plans of prepaid.
MRP (In Rs.): 450*
Free Data (In MB): 1200
Charges after Free Usage: 10p/10 KB
MRP (In Rs.): 650
Free Data (In MB): 1280
Charges after Free Usage: 10p/10 KB

Have you looked at the * sign with 450? This asterix for a condition that double data will be offered till Dec 31st. In 450 Plan they offer 600MB by default but it is 1200MB till Dec 31st. Similarlly in Rs.650 plan the actual data being offered is 2560MB till Dec 31st but they didn’t updated that row. Select any other circle like Haryana or Delhi or Mumbai or Gujarat and you will get the info. Blame Idea Hyderabad for this mistake.

samiran September 4, 2011 at 8:16 pm

I am connected with idea less than two month ago.1st time activation plan was per sencond,after two or three day’s plan has been changed to per minute based.when call to customer service,getting answer your no.has been rechaged for minute based. That was not by me dirrectly from idea.
Idea 2G coverage not so good,same for 3G.
2nd time while i am activate 3G plan,getting lots of autoactivated vas services.it’s makes me trouble for few days.
Still i am in trouble on 3G due to not good coverage.

vikrant September 4, 2011 at 8:00 pm

how is the network in karnataka

Mane September 4, 2011 at 7:40 pm

Idea offers cheaper call rates at 30p local and 40p std with long validity with greatest network coverage in Rajasthan.

pk September 4, 2011 at 7:13 pm

Check idea’s 3g website and compare their tariff plans of prepaid.
MRP (In Rs.): 450*
Free Data (In MB): 1200
Charges after Free Usage: 10p/10 KB

MRP (In Rs.): 650
Free Data (In MB): 1280
Charges after Free Usage: 10p/10 KB

Ankur Jain September 4, 2011 at 5:55 pm

Idea has the worst network in Delhi. I have even approached to TRAI for the network issue but Idea people do not care about it. Worst network worst customer care.. What a bad idea sir g.

@Prasad
Idea has the worst network in Delhi. I have even approached to TRAI for the network issue but Idea people do not care about it. Worst network worst customer care.. What a bad idea sir g.

Ajay Rao September 4, 2011 at 5:51 pm

R U sure that was A wonderful journey ?

DEB September 4, 2011 at 3:26 pm

IN KOLKATA IDEA IS EXCELLENT…CHEAP CALL RATES…BUT THEY SHOULD INCREASE THEIR NETWORK COVERAGE VERY QUICKLY… ALTHOUGH AS A NEW COMER IDEA HAS GOOD NETWORK THAN DOCOMO, UNINOR AND AIRCEL…ACCORDING TO MY EXPERIENCES IDEA CUSTOMER CARE EXECUTIVES CHANGED THEMSELVES A LOT AFTER IMPLEMENTATION OF ‘MNP’…BEFORE MNP THEY WERE VERY MUCH RUDE IN KOLKATA AND BENGAL CIRCLE BUT NOW I THINK THEY UNDERSTOOD THEIR FAULT…BUT THE LADY EXECUTIVES ARE STILL NOW VERY RUDE…THEY THINK THEMSELVES AS ADITYA BIRLA….

DHRUV September 4, 2011 at 2:47 pm

Idea is a totally idiot company. customer care is so rude. In Odisha I have submitted my document three times to Idea store every time they have lost it, in Bhubaneswar.first they give us offer then withdraw it quickly per example they don”t have any steady power plus like Rs 16. first it was valid for 4 month then they make it 365 days valid then it gives 60 days. so one can not understand what they are giving today. In their website there is a power plus rs 14 and it was written as local idea and other local calls at 25 paisa but when you asked the CC they told this power plus is not available. Then why it is flashing in the web site ???? They are not only idiots in Odisha but too arrogant.Their dealer tells something, CC tells something and after recharge one get other thing. The only good thing about Idea is their ad. and nothing.my no was 9090883992. I have throw it and now i am happy.

Amit.G September 4, 2011 at 2:47 pm