The track history so far with Tata Indicom Broadband Service :
Issue No:1
My husband applied for a Tata Indicom Broadband connection (Tariff Plan Name : Infinity- 128,Type of Payment: Postpaid, Connection Type : DSL) on 8th Dec, 2007 and filled up the form and gave a cheque towards initial payment.We were told by the Sales person that connection will be provided in 4-7 days. From 15th Dec,2007 onwards, they kept on promising that connection would be given the same day itself. After repeated calls to the Marketing executive, the technical engineer, customer service and the nodal desk, we got the connection on 20st Dec, 2007. The level of service at the ground level is contrary to what they promise.
When Tata Indicom delayed the connection and the marketing executive did not bothered to even attend our calls or gave a reassurance as to when we will get the connection, we decided not to go for Tata Indicom broadband connection and went to the bank and gave stop payment for the cheque on 20th December. But that evening, the marketing executive and the technical engineer had a concall with me and talked to my husband too and convinced us that some fibre cable work was going on due to which they could give us the connection as promised. Now everything is alright and they are ready to provide us with the connection. We informed that we are no more interested in Tata’s service and we had given the stopped the payment of the cheque. After lot of assurance from these people,we agreed to take the connection and they informed that they will come and collect another cheque. This conversation included the technical as well as the marketing personnel. Nobody came to collect the cheque. On 3rd January 2008 we called up the call centre for technical issue. While talking to call centre, we informed that nobody has come and collected the cheque for which they informed it will be done. We were informed that they’ll forward this information to the billing section. Meanwhile we got the bill for usage and it showed that I was having a credit balance. I was under the impression that some one will come and collect the cheque.
On 8th Jan when we called up customer care, since there was no connection, we were informed that account has been suspended for non payment. Called up call centre again register a complaint. They were of the opinion that we should have asked for “collection agent” earlier. It is not enough if we simply ask someone to be sent to collect the cheque.
According to us, we dutifully informed the call centre that cheque was not collected. It is upto the person attending the call to inform the customer of the procedure on 3rd Jan. Till a new cheque was given and encashed connection was suspended.
·Inspite of we requesting to the marketing executive, technical engineer ,the people who came for giving us the connection and most importantly the customer service to send someone to collect the initial payment cheque, no proper action was taken by the company.Due to lack of efficiency of their people why were we penalized ?
·Why we were not intimated before suspending the connection?
·The customer service agent informed me that I should've used the term "collection agent" instead of merely requesting for someone to be sent to collect the cheque. If that is the case, were we informed in the beginning that these these are the terms to be used while contacting their customer agent?
Issue No: 2
The disruption in internet supply happens quite frequently and they take a day or two to provide the connectivity. Sometimes the interruption gets rectified on its own. Sometimes it is slow too. The service provider is not providing us with the unlimited usage of internet connection as promised. These frequent interruptions are just not serving the purpose of an unlimited broadband connection.
Issue No. 3 and the unresolved one till date:
Since 21th Jan 2008, the internet connection is highly disrupted. The unlimited broadband connection offers us just few of hours (average 2-3 hours) or nil supply of internet connection per day.
After waiting for three days, we filed a complaint on 24th Jan 2008,and assured us our complaint will be addressed within 24hrs.
When we followed it up, just got the response that they’ve noted our complaint and will soon work on it. They have escalated our complaint to the respective department to be worked on it.
After two days,we were told that there are some technical work going on which might be causing disruption, their technical people will give a call any moment once they resolve the problem. Two more days passed, and we did not hear anything from Tata Indicom. again we contacted the customer-care only to get the response that they cannot assure when the technical problem will be rectified.
Upon approaching the nodal officer, two people came to our house and informed that since it is already evening (6:30pm), there is nobody available to change the cable that comes to our house. They will send someone the next day. Nobody came.After 2 days,we got a call from the nodal office that they are sending someone to change the cable. But nobody turned up.
we once again contacted the customer service. To our dismay, they had closed our complaint upon the technical department’s feedback. Without checking out with the customer, without taking any proper action, how could they close an existing complaint? The customer agent reopened our complaint with a new complaint No.
we again contacted the nodal office,they send people to change the cable and promised us to reinstate the connection by noon, but one technical person came by evening and told us the problem we are facing is due to faulty fibre cable and it will be rectified once they work on the fibre cable
On contacting the Appellate Authority and they replied back telling that our complaint had been forwarded to the concerned official for necessary action. That evening,a technical person came and reestablished the connection which again got disconnected soon after he left.A on records, our complaint was closed.
Then we were informed the disconnectivity faced by us could be due to the router problem. Within 2 days, they’ll get new routers after which he’ll replace ours. Then they quoted some server problem. Then the supply box location for us was changed.Again changed the router.LAstly,they told they’ll once again change both the cable and the router and see. But nothig was done. Then they agreed us they're unable to find the cause of the problem.
22nd Feb- we finally decided to close TAta's internet service .
Inspite of repeated reassurance from the service provider's side, our problem remains the unresolved. Inspite of knocking the doors of Appellate Authority, Nodal Office and the Customer Service and the Technical person in charge of our area, nobody is addressing our problem with due seriousness.
Even the Appellate Authority is kept in dark or the correct information is not passed to his office. The Nodal office understands customers concern(s), but they too are passive or seems like they don’t have any control over the technical department.
Each day the technical department comes up with different reasons to substantiate the interrupted net connection. What should we do? All these days(1 month), we believed their reasoning and were hopeful it will be sorted out . And nobody is mentioning any thing if we will be charged till the issue is sorted out once for all. Now they are more than happy to lose our subscription.
The link to download the appeal form to file a complaint to the Appellate Authority is also not working in Tata Indicom Broadband’s website. I had been trying to download it since past few days, it shows an error message.
Complaining to the customer-care is of no use to a customer. We will hardly get a reassuring reply or a proper reply from them. Sometimes they even hang up the phone in the middle of a call if a customer conveys his/her frustration. They don’t understand a customer’s plight nor do they empathise when they are contacted. All the telephone calls to the customer service are charged calls. Tata Indicom has not provided us any toll free telephone facility to contact their customer service. The standard reply from the customer service is that “our executives are working on your issue on high priority basis. We will get back to you with the feedback at the earliest.” And the history of the company is that the customer service department never ever reverts back to a customer with the action plan or necessary step what they had taken or as to what will be done in case of a complaint. I would suggest that like some of the telecom players in the market, Tata Indicom should have a recording system wherein, they record the incoming and outgoing conversation. This step, I believe will tremendously reduce the rude and inapt replies and the blatant behaviour by the customer service agents.
Issue No:1
My husband applied for a Tata Indicom Broadband connection (Tariff Plan Name : Infinity- 128,Type of Payment: Postpaid, Connection Type : DSL) on 8th Dec, 2007 and filled up the form and gave a cheque towards initial payment.We were told by the Sales person that connection will be provided in 4-7 days. From 15th Dec,2007 onwards, they kept on promising that connection would be given the same day itself. After repeated calls to the Marketing executive, the technical engineer, customer service and the nodal desk, we got the connection on 20st Dec, 2007. The level of service at the ground level is contrary to what they promise.
When Tata Indicom delayed the connection and the marketing executive did not bothered to even attend our calls or gave a reassurance as to when we will get the connection, we decided not to go for Tata Indicom broadband connection and went to the bank and gave stop payment for the cheque on 20th December. But that evening, the marketing executive and the technical engineer had a concall with me and talked to my husband too and convinced us that some fibre cable work was going on due to which they could give us the connection as promised. Now everything is alright and they are ready to provide us with the connection. We informed that we are no more interested in Tata’s service and we had given the stopped the payment of the cheque. After lot of assurance from these people,we agreed to take the connection and they informed that they will come and collect another cheque. This conversation included the technical as well as the marketing personnel. Nobody came to collect the cheque. On 3rd January 2008 we called up the call centre for technical issue. While talking to call centre, we informed that nobody has come and collected the cheque for which they informed it will be done. We were informed that they’ll forward this information to the billing section. Meanwhile we got the bill for usage and it showed that I was having a credit balance. I was under the impression that some one will come and collect the cheque.
On 8th Jan when we called up customer care, since there was no connection, we were informed that account has been suspended for non payment. Called up call centre again register a complaint. They were of the opinion that we should have asked for “collection agent” earlier. It is not enough if we simply ask someone to be sent to collect the cheque.
According to us, we dutifully informed the call centre that cheque was not collected. It is upto the person attending the call to inform the customer of the procedure on 3rd Jan. Till a new cheque was given and encashed connection was suspended.
·Inspite of we requesting to the marketing executive, technical engineer ,the people who came for giving us the connection and most importantly the customer service to send someone to collect the initial payment cheque, no proper action was taken by the company.Due to lack of efficiency of their people why were we penalized ?
·Why we were not intimated before suspending the connection?
·The customer service agent informed me that I should've used the term "collection agent" instead of merely requesting for someone to be sent to collect the cheque. If that is the case, were we informed in the beginning that these these are the terms to be used while contacting their customer agent?
Issue No: 2
The disruption in internet supply happens quite frequently and they take a day or two to provide the connectivity. Sometimes the interruption gets rectified on its own. Sometimes it is slow too. The service provider is not providing us with the unlimited usage of internet connection as promised. These frequent interruptions are just not serving the purpose of an unlimited broadband connection.
Issue No. 3 and the unresolved one till date:
Since 21th Jan 2008, the internet connection is highly disrupted. The unlimited broadband connection offers us just few of hours (average 2-3 hours) or nil supply of internet connection per day.
After waiting for three days, we filed a complaint on 24th Jan 2008,and assured us our complaint will be addressed within 24hrs.
When we followed it up, just got the response that they’ve noted our complaint and will soon work on it. They have escalated our complaint to the respective department to be worked on it.
After two days,we were told that there are some technical work going on which might be causing disruption, their technical people will give a call any moment once they resolve the problem. Two more days passed, and we did not hear anything from Tata Indicom. again we contacted the customer-care only to get the response that they cannot assure when the technical problem will be rectified.
Upon approaching the nodal officer, two people came to our house and informed that since it is already evening (6:30pm), there is nobody available to change the cable that comes to our house. They will send someone the next day. Nobody came.After 2 days,we got a call from the nodal office that they are sending someone to change the cable. But nobody turned up.
we once again contacted the customer service. To our dismay, they had closed our complaint upon the technical department’s feedback. Without checking out with the customer, without taking any proper action, how could they close an existing complaint? The customer agent reopened our complaint with a new complaint No.
we again contacted the nodal office,they send people to change the cable and promised us to reinstate the connection by noon, but one technical person came by evening and told us the problem we are facing is due to faulty fibre cable and it will be rectified once they work on the fibre cable
On contacting the Appellate Authority and they replied back telling that our complaint had been forwarded to the concerned official for necessary action. That evening,a technical person came and reestablished the connection which again got disconnected soon after he left.A on records, our complaint was closed.
Then we were informed the disconnectivity faced by us could be due to the router problem. Within 2 days, they’ll get new routers after which he’ll replace ours. Then they quoted some server problem. Then the supply box location for us was changed.Again changed the router.LAstly,they told they’ll once again change both the cable and the router and see. But nothig was done. Then they agreed us they're unable to find the cause of the problem.
22nd Feb- we finally decided to close TAta's internet service .
Inspite of repeated reassurance from the service provider's side, our problem remains the unresolved. Inspite of knocking the doors of Appellate Authority, Nodal Office and the Customer Service and the Technical person in charge of our area, nobody is addressing our problem with due seriousness.
Even the Appellate Authority is kept in dark or the correct information is not passed to his office. The Nodal office understands customers concern(s), but they too are passive or seems like they don’t have any control over the technical department.
Each day the technical department comes up with different reasons to substantiate the interrupted net connection. What should we do? All these days(1 month), we believed their reasoning and were hopeful it will be sorted out . And nobody is mentioning any thing if we will be charged till the issue is sorted out once for all. Now they are more than happy to lose our subscription.
The link to download the appeal form to file a complaint to the Appellate Authority is also not working in Tata Indicom Broadband’s website. I had been trying to download it since past few days, it shows an error message.
Complaining to the customer-care is of no use to a customer. We will hardly get a reassuring reply or a proper reply from them. Sometimes they even hang up the phone in the middle of a call if a customer conveys his/her frustration. They don’t understand a customer’s plight nor do they empathise when they are contacted. All the telephone calls to the customer service are charged calls. Tata Indicom has not provided us any toll free telephone facility to contact their customer service. The standard reply from the customer service is that “our executives are working on your issue on high priority basis. We will get back to you with the feedback at the earliest.” And the history of the company is that the customer service department never ever reverts back to a customer with the action plan or necessary step what they had taken or as to what will be done in case of a complaint. I would suggest that like some of the telecom players in the market, Tata Indicom should have a recording system wherein, they record the incoming and outgoing conversation. This step, I believe will tremendously reduce the rude and inapt replies and the blatant behaviour by the customer service agents.