gkrishna2002
Newbie
I have been a BIG TV customer (Smart card No. 2005 903 706 07) for the last 1 year. My 1-year initial offer got over on 2nd Sep, 09. Since I am from Chennai, I took the South pack along with the Tamil regional pack that came free of cost. I recharged my account with Rs. 2000 on sep 9 (around 6:30 PM) and continued with the same pack. When I came to know about the new packages of Big TV, I wanted to migrate and switch to the new packs. I planned to change to South Platinum package for 6 months along with the Tamil regional pack that was charged at Rs. 5 per month. I started calling the customer service on 14th Sep 2009 and was told that it would cost me Rs. 2,025 and as far as the Tamil pack goes, it would be deducted on a monthly/ daily basis. Since I had only Rs. 2000, I recharged my account with Rs. 140 on 14th Sep 2009 at 16:19. They tried to activate the South Platinum but could not do so. They told me that there is some technical problems and asked me to call up later. But they did something that sent a SMS to me at 16:18 that I am subscribed to Tamil Plus for 12 months. I do not know how they can activate the same pack that I have been getting for the last 1 year again and when I pointed out this, they told me that there is some problems with the system and I got a SMS at 10:39 PM on 14th Sep, 09 that I have unsubscribed to the Tamil Plus. However, I was still getting the channels (Vijay & Raj TV) even after this.On 15th Sep, 09, I tried calling the customer service and towards the evening after multiple calls, a representative informed me that I need to wait till Oct 3, in order to get the South Platinum since they need 30 days intimation. When I called up again, another representative informed me that the problem is due to the old packs that I had (i.e.) ZEE TV and Sports 2 Plus and told me that if they deactivate the same, it would be possible for activating the South Platinum. Accordingly, he deactivated the Zee TV and Sports 2 Plus on 15th Sep, 09 at 16:52 & 16:58 respectively. Even then I was not getting the South Platinum activated and moreover, Zee & Neo Sports channels stopped working. However, I still had the Vijay TV & Raj TV (part of the Tamil Plus) coming. I asked them to escalate it and talked to one Sujatha who told me that the pack would be activated as soon as possible. On seeing nothing happening, I called the help desk once again on 16th Sep, 09 and was informed that the issue is due to the Smart South 2190 being active and deactivated the same at 13:39. After this the South Platinum pack got activated but he could not activate the Tamil regional pack. Strangely at 13:40, I got a SMS stating that the Tamil Plus 1 is unsubscribed. So, based on the SMS, I think the Tamil Plus got activated twice and deactivated twice for no fault of mine. He then informed me to call up later to get the same activated.After I got the South Platinum pack activated, I had to call a number of times and listen to a lot of excuses and reasons on why the Tamil pack cannot be activated. I was told that due to some technical issues, they were not able to activate the same and would do that in the next 2 hours if I call up. Again after calling for more than 12 times and listening to a lot of stories, I do not have that activated yet. Every time, I have been told that ON MY INSTRUCTIONS, the Tamil Plus pack was activated on 14th Sep, 09 and deactivated (again ON MY INSTRUCTIONS) on the same day. Also, after telling them to hear the recordings of the discussions to prove that it is not me who requested the deactivation, I have been told on 18th Sep, 09, by one Satish Kumar that if I wait for 48 Hrs, this would be activated. I fail to understand why the 48 hrs did not start from the time the south platinum pack is activated. My children had to miss their favorite programs due to this and I have to listen to their frustration and scolding for no fault of mine and for the fault that is fully attributable to BIG TV people. Again I thought I would wait for 48 Hrs and waited till the evening of 20th Sep, 09. I called up again on 20th and had to restart the entire exercise and also listen again to the 15 min/ 1 hr and 14th Sep, 09 stories. Then on 21st Sep, 09, I was given a complaint number (109 582 573) and was asked to wait for another 48 Hrs. I again waited till yesterday and called again and the representative was not looking at the complaint number but started to activate the pack and told me to wait for 15 min and call if the same was not activated. Of course, it was not activated. Today, I called up again and after a detailed explanation, still they could not understand and told me that I have to wait till 13th Oct, 09 (30 day Lock in). I got very frustrated and asked them for escalation and was told that there is no escalation point. After a lot of argument, the call was sent to one Ms. Kuljeet of CSL department. Again after explaining everything, I was given a 48 Hrs deadline once again. I fail to understand the followinga) How they can activate the same pack on the same Smart card number twice?b) When the fault lies with them, why they cannot even activate the Tamil pack?c) How the lock in period does not apply to my earlier pack and could migrate to a new package in 3 days time?d) Why am I getting disparate responses from a number of representatives on the same issue?e) Why am I forced to call Big TV time and again for a complaint for which a ticket is already generated by the help desk? I expect the updates to come automatically via Email/ SMS till the ticket is closedf) Also, I cannot send complaint through the bigtv website feedback section under Customer Care. After hitting the Submit button, it just dtays there forever?I have completely lost faith in BIG TV’s customer care (???!!!) and services and look like a fool to have wasted so much of time and energy in this. I would appreciate if any of you could let me know how this could be sorted out. Also, I can bury the past altogether, if any escalation or intervention could enable me to get the pack immediately. I do not know if I could get a response or action through this.Thanks & regardsG. Krishnakumar