TATA INDICOM officials took more than a month to resolve a complaint that could have been solved over a phone call. I have never seen a complete failure in the entire process and I wonder how the company is still running. Finally after I threatened to take legal action against the company, another TATA official called me and resolved my issue within 10 mins. That is the reason I put the subject line as "10 mins equal to 1 month in TATA" and no wonder the company started much before "Reliance Communications" lacks a market place and is struggling to get a market place in India and I'm sure they are never going to achieve with this kind of service. Let me narrate the whole incident to have a view on how I was treated in TATA.
8th of Oct-08 :
Interaction Details
Mr. Shaikh (Sales Executive from TATA) visited my office to show the demo and explained the double usage offer where if I pay Rs 2850 I will get 60 hrs of browsing instead of 30 hrs with a payment of Rs 2650.He explained me that TATA can provide me the instrument only after the address verification and the whole procedure is going to take 2 days. He promised me that I should be getting the instrument in hand by friday in the active state. As per the promise I have paid 2850 in cash.
Customer Service Experience
1. As expected the promise of 2 days was just a promise.
2. About 1 week there was no revert. Call center had no idea about the CAF details.
3. Sales executive started ignoring my follow up call. The feared that the sales executive was fake.
4. Taking an appointment for the delivery was not adhered. The instrument was delivered when I was not at home. Finally the instrument got delivered on 17th of Oct after repeated followup, but could not use it as the software was not installed in the
19th of Oct-08
Recieved welcome call from TATA (Executive: Vidya) who had explained me the Tariff plan and usage details etc. During the coversation I realised that there is descrepancy in the tariff plan activated and what was promised during the sale pitch and I also complained the executive about my issue on not able to use the data card. Later complaint on wrong plan was raised by executive Priya.
Customer Service Experience
1. Descrpancy in tariff plan offer. The plan offered was expired on 30th Sep-08.
2. The customer service executive conferenced with sales executive and realised that the sales exeutives are not aware about the expiry of plan and they were still selling the old plan.
3. As per the recent interactions, it is understood that the complaint on not able to use the datacard was not taken in the TATA CRM.
21st of Oct-08
Complaint resolution call from Rahul and later from Ganesh. Both of them addressed my wrong plan issue, later I agreed to go ahead with the new plan as I realised that there is no point in asking for the old plan which already got deactivated from their system.
Customer Service Experience
1. In both the calls I have raised the complaint on not able to use datacard, however I realised that both of them ignored my complaint as per my recent interactions.
21st of Oct-08 to 7th of Nov-08
NO REVERT FROM TATA.Hence I decided to go to TATA Indicom Store along with my laptop and datacard thinking that I may get a resolution there.
8th Nov-08
Visited TATA INDICOM store at Cini Wondermall, Thane.
Customer Service Experience
1. None of the executives had an idea about the driver and how to install it.
2. They had promised me that engineer will visit within 24 hours (By 12 PM Sunday, 9th Nov-08), however as usual no revert. I had cancelled all my appointment of sunday and was waiting for the engineer from TATA.
3. As per my recent interactions, I realised that this complaint was also closed by the TATA saying that customer not available at his premise.
4. Sagar from Technical team called and rescheduled the visit on 15th of Nov (Saturday), but the result is same. I cancelled my movie plan thinking that at least this time (because of my repeat complaints) I may get a solution. But TATA showed their consisten customer service and nobody visited.
17th Nov
I have decided to go ahead with legal action against TATA and called to call center to check my interaction details. Just because I mentioned about legal action I think this guy created a complaint and forwarded to some technical guy even though I had not asked for the same. This technical guy called me at around 5 PM and instructed me how to install driver from my data card only and I could do it in 10 mins.
Please help me out in guiding me how to proceed for legal action against TATA.
My email: [email protected]
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