A list of six complaints which may mount upto sixty if no action is taken.
I am Dr. Neal Shah from Lokmanya Tilak Hospital, Sion. I purchased a sim card from Tata Docomo from a store in Sion Circle with a recharge of Rs50 and Scheme of Rs 94 for 1GB GPRS free every month. No doubt the excellent GPRS scheme is very attractive and enticing for customers including me. I took it mainly for GPRS and was told that it would be active within half an hour.
First complaint is that it wasn’t activated in half an hour or even till night. I called again saying that I need GPRS badly for my work, so kindly activate my recharge and GPRS scheme. I was told that he would do it by 10:30pm. I got a message that my account has been activated and Rs. 50 deposited. Next day afternoon I called the GPRS provider to activate GPRS on my phone, after which I started surfing and my balance went down to zero in an hour. I called the customer service again and was informed that my scheme of Rs94 is still not activated.
Second complaint is that why does it take so long to activate GPRS and if it does so, why wasn’t I informed? I called the retailer in the store on 8th and he said that server was down on 6th and 7th. I asked him to recharge my account with Rs50 for not informing me before hand. He said the server was down so he was not able to activate.
Third complaint is why is the server of such a big company down for two whole days? The retailer told me to ask customer service.
Fourth complaint is that the customer service said the server was down only on 7th. This means either the retailer or service provider or BOTH are lying.
Fifth complaint is that neither the retailer nor the customer service provider were ready to accept the mistake or communicate with each other or settle the matter by recharging my account with Rs50 again. I asked him to let me talk with the supervisor of office, Mr. Vikas (as he told me).
Sixth complaint is that Mr. Vikas was even worse, not helpful at all. I explained to him that the issue is not about Rs50, but about customer satisfaction which is his job. He was reluctant to speak to the retailer or provide me any means by which I can lodge a complaint. On the contrary he said that it is not his job and wasted my 1 hour.
I have handled many such case like this and fought till I got justice. You may be thinking that I may give up or let it go or forget it after some time. Let me make it clear that you are mistaken in that case and you may fall into trouble too. I recently went to Harvard Medical University in Boston USA, and was asked to pay 25$ for every check-in bag for local travel. The law says that one does not have to pay if he travels on an international PNR. I fought with the airport authority and got it free. There are other such instances too. This fight is not only for myself, but for others too. If I don’t get proper justice, I am going to discard my Docomo sim card and advice people not to purchase it. You may have to repay for it later.
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