So Hutch sends me this message:
Hi. You will be contacted for an offer from Hutch and Citibank. If you do not wish to be contacted for the same, please SMS DND to 998.
What do you know? An opt-out offer! Since I have no interest in being harassed with junk calls, especially when I’m travelling and paying incoming roaming, I sent “DND” to 998. Prompt came the reply:
Please send a valid response.
How clever. Now that they’re legally banned from making junk calls, they hide behind a dysfunctional opt-out service.
I’ve just about given up on Hutch. Not that there is anything fundamentally wrong with the service—it’s just these little tics all over the place. Their new GPRS pricing is ludicrous (50p for every 10kB), and then it barely works. A megabyte takes an hour or two. Their MMS gateway regularly burps with a bizarre error (invalid multimedia gateway; not authorised to use this gateway; or some other), when in fact transmission was successful. But sometimes it really fails, and other times there’s no error but it fails anyway. (To be fair, MMS service has been getting better, but it’s not good enough.)
Hutch doesn’t have all India coverage like Airtel does, so there’s no GPRS when travelling. I’m frequently in Maharashtra, and occasionally in Tamil Nadu and Goa, and none of these regions are covered. I need backup access.
And then there’s the matter of the notorious Hutch collection agents thugs.
mannu’s
story has received much coverage, but that is by no means a solitary case.
urmila switched to a Hutch-to-Hutch free plan last December and then got billed 6k+, mostly for calls to me. She has email confirmation that she’s on the right plan (before the calls happened), and her bill clearly says so, but Hutch refuses to acknowledge their mistake. They’ve accepted a complaint and claim to be investigating it, but send collection agents to her house anyway. The thugs insist it is not their responsibility to check if they’ve made a mistake, and she had better pay up Or Else. She’s refused to pay until they fix their mistake and send an appropriate bill. They return every few weeks to harass her some more. Nothing else happens, but the trauma of booing the thugs out regularly is bad enough that were this another part of the world, Hutch would be coughing up significant amounts in harassment damages.
Does anybody know where in the corporate hierarchy would some screaming cause meaningful change, if such a thing is possible at all? This isn’t about refusing to pay a hefty bill: I had a 10k bill on those same calls (incoming on roaming) and paid on time. Urmila’s quite willing to pay if they will give her the correct figure, with Hutch to Hutch calls not counted. The problem is, they refuse to respond to her complaint, while the thugs refuse to acknowledge a problem at all.
Read on...