Assignment Number: 2

Mini Paper: 1

Name: Harshal Dharankar

Roll Number: 202

Section: B

To,

The Manager,

Hathway Internet Services,

Pune.

Subject: Regarding poor service and erroneous billing

Hi,

I had a connection and used your internet services in Pune. The new hathway connection was
established in Feb, 2009 at my place. I had used your services previously back in 2007 then
and I was very satisfied with the internet speed I got with Hathway. So, although my
roommates were reluctant to subscribe to Hathway, I forced them to.

But I had very frustrating experience using your services for the second time. Firstly, the
connection was established 2 weeks after I had made the initial payments and I had to travel
several times to your office on JM road to contact your executives.

After those very frustrating 2 weeks, finally the connection was made in my house on 15th
Feb, 2009. But sadly this time, there were many problems with the router you had supplied. It
was unable to establish connection and route the requests to proper IP. Again I had to talk to
your executives and call them several times to ensure that they check the router at my place.
After a few days, they sent a representative who was a mere 18 year old boy who did not
have the expertise to handle such complex issues. He could only suggest few simple solutions
like Manual IP and obviously nothing worked and I had to again waste my time calling
Hathway customer care. After disgusting 1st month, the connection started working smoothly
and I could finally access the internet. But to add my disguise, I was billed for 1st month from
2nd Feb, 2009 though connection started working only after 27th Feb. I had many furious talks
with Hathway representatives, but had to pay the bill in end.
After these hiccups, the connection started working but it was not smooth at all. The speed I
had subscribed was 256 Kbps and I used to get only 20-25 kbps and connection went off
many times abruptly in between. Every time the connection went, it took at least 2 days to get
back to normal and I had to miss many important online meetings due to this. My roommates
were furious that we subscribed to Hathway and so, finally after having suffered enough, we
decided to abandon the connection in June, 2009 and we formally paid all the remaining dues
and closed the connection.

But the system kept generating the bills for my inactive account. I contacted the customer
care and I was assured that no more bills would be generated. But to my surprise, I got a bill
last month for 18000 thousand, carrying forward all the bills. I’m depressed with overall
experience I had with hatchway and would be very reluctant to subscribe to your services
again.

So, could you please look into these issues and send me acknowledgement for closing my
account and clearing the erroneous bills. I would also like to point out a few suggestions to
improve the services. Firstly, customers should be able to manage their accounts online. They
should be able to launch online service complaints and failures. There should be transparency
in the billing and usage and other heads should be clearly mentioned in the bills. And finally,
try making SLA such as solving a customer problem within 1 working day and make sure
your representatives follow this.

Waiting for your acknowledgement,

Harshal Dharankar,

Account number: 311155