Sub- Feedback on the service. Please forward it to the appropriate person
I've been using tata sky for a couple of years and initially the service was good but lately the service
standards have really fallen. What is even worse is that there is no proper feedback mechanism in place. I
have called up the customer service a couple of times and sent mails and was assured that the feedback
would be taken into consideration but nothing has changed. It seems that you are not bothered even tough
there is more competition now!
A couple of points which may help you in retaining old customers:
1. Exorbitant prices for a large number of channels which I do not watch. Why do you not have a la carte
channel pricing or atleast let the customers create there own bouquet of channels rather than taking a
base pack and then the various add-ons. I have paid as high as Rs. 400 per month even though I only have
10-15 channels which I regularly watch. Since you have cleverly spread the 'most watched channels' into
multiple add-on packs (sports, entertainment, new launches etc.). Do you have any idea about your
competitor's pricing? This would clearly not work for you in the long run.
2. Very difficult to get in touch during signal disruptions/bad weather. If there is even light rainfall,
windy conditions etc. the channels blackout. Which may be understandable for a while but for a few hours?
During this time it is very difficult to get in touch with the customer helpline.
3. Increase the number of call center executives. A toll free number, real time chat service on the
website. A faster loading website. For people who have to hold for over 3 minutes arrange a call back.
4. More transparency overall.
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