Apologies for a long post.
Ather customer service became so poor. I am happy that I did not have to raise any tickets in the past 1-1.5 years. To call them, I am feeling them similar to Tata Cliq or Paytm.
Whenever mail came for 4G LTE, I responded quickly showing my interest. As per the communication, it is FCFS based on response. And, priority will be for people who are on connect plan.
Any delays until July '21 - I do not have any complaint and I am attributing to pandemic period.
Since upgrade started in Bangalore, I never got to hear and I was disappointed that order was never followed. Otherwise, I could have been there in the top few of the list.
Even when my 5k service was due, I agreed to postpone because their capacity levels were low during pandemic re-opening and mine was not urgent. I mentioned I can club it with 4G upgrade. Mutually agreed.
Experience with CS:
Aug 3 - I called CS. No slots immediately. I was promised to get a confirmation next day. Mostly it can be done next week.
Aug 4 - No updates. So, I called after 5 PM. A different person attended. CS was adamant that 5K service & LTE can’t be clubbed. Also, I was told that there will be charge for pickup.
After two long calls, I was asked to send the email which says it is free. Now, I was told slots will be available only after a week. And, I was assured to get callback by 9th August.
Aug 5 - Got a mail confirmation from someone else with apologies for wrong information about pickup charges and it will be free. Ticket was marked as Resolved.
Aug 17 - No callback. No update. My previous ticket was closed. After two more calls, I was told no slots for next 1 month.
Very disappointed. It is irritating to call every time and get to hear a different person and start the story altogether. No callback as assured. People have half information and no-co-ordination.
I told them it is unfair to delay because of wrong from your side and asked them to get it finished in next 10 days. I was promised to get a callback by Aug 18.
Aug 19 - No update. No callback.
Accepted many things in the past just because of the goodwill on Ather… But, I realize it is not the same Ather from 2019.
Please maintain a good standard of service which you highlight often as your USP.
Aug 20 - Got a call from Ather. Agreed to club 5K Service & 4G LTE without any pickup charge. Got assurance that vehicle will be picked on Monday and will be delivered by Friday.
Aug 21 - Got a new update: Because of network issues reported by upgraded users, 4G rollout has been paused. I will be intimated once rollout resumes (probably in 2-3 weeks).