Hathway Broadband-Great people but poor technology-therefore poor customer experience

I took a 2month Hathway subscription and then when relatively hassle free, took the annual subscription at 50MBps speed, 300GB/month annual subscription at Rs ~8500/year(Tax inclusive). The installation was a delight with same day, and online, but post renewal, repeated technical issues cropped up. Resolution experience has been iffy as yet though. I have blogged earlier on the customer service issues of PAYTM and some others like ICICI. However, Hathway gives a competition to PAYTM. Below is the typical customer experience channels and my comments:

Automated service call asking if satisfied with the resolution of the complaint. If you say no, they ask you to enter ticket  number. As if customer will have it handy. Why not give an IVRS based choice instead or else customize the call to say “Resolution of complaint No XXX on ”

App to enter tickets but very limited functionality and no “Others” tab. This renders the app useless for  all but basic queries. Also, resolution comments are not mentioned.

Customer care does not take complex issues, and asks you to send an email.

To be fair however, the technical support team is quite good, and call centre team responsive. Also, their remote diagnostics tools are a delight

Using best practices such as Live chat, predictive diagnostics and fault correction without waiting for complaints, proactive service credits for poor service, would improve the service