A new low for Tata Indicom

Tata Indicom broadband customer service hit a new low today when they told us that they couldn’t lodge a complaint! We were given two reasons for this:

1.       There is already an open complaint

2.       The system shows no problem in connection so a no-connection complaint cannot be raised!!!

I cannot believe that so much bullshit can be given out. While the old complaint was raised on 8^th October, another complaint was raised again on the 13^th October. At that time, there was no issue in raising a new complaint. I am tired and seriously don’t know what course of action to take now. I want to take this up with somebody but I don’t know who. On top of that, the customer care executive kept us on hold for a total of half an hour. When asked to speak with a supervisor, we were kept on hold and told lines were busy! My dad finally told the idiot to walk up to the supervisor and get him on the phone. The supervisor was equally irritating and told us the same thing that the customer service executive was telling us.

His solution to the problem was to change the open complaint, which was unacceptable because the older complaint was for www.kotak.com not opening (a constantly recurring problem that Tata Indicom has decided not to resolve). After almost an hour on the phone, we were told that it would just not be possible to lodge a fresh complaint. The best part comes now – I called back, spoke with someone else and got the complaint raised!

Every time I get off a call with Tata Indicom, I end up being frustrated and in a foul mood. Do I just write to the Tatas? Or should I switch ISPs? One day, I’m gonna record a conversation and upload it for everybody’s listening pleasure. And why does the internet conk off every 3^rd weekend? And why does kotak.com not open repeatedly?

I have written against these morons earlier too, but some organizations never learn.
http://daysofalps.blogspot.com/2010/06/what-to-do-with-tata-indicom.html
http://daysofalps.blogspot.com/2010/04/my-daddy-beats-your-daddys-ass.html

I hate you, Tata Indicom. Eat dirt.

My daddy beats your daddy's ass!

My dad just CCed me on a complaint email he sent to Tata Indicom Broadband (who have been sucking at their job of providing me broadband service by the way), and I couldn't stop grinning from ear to ear when I read it! It just has to be shared - so here goes. And this is a pure copy paste! No editing! (Btw, for more broadband woes, read here.)

I am fed up of the performance (availability) of the network.  Wonder why are we paying Rs. 1700 plus for 24 x  7 high speed connectivity. To top it we face following:

-          Call centre (60607070) is not able to give any information of the problem and solution. All they say  - Server Down, assigned to technical team (whom, when not known).
-          Call centre is not having info as to since when the server is down.
-          More often complaint is closed without connectivity being re3stored. Call centre is unable to re-open the complaint. We are forced to lodge fresh complaint.
-          If the complaint is on Friday evening, no one attends the problem till Monday – wonder how 24x7 connectivity can be assured in this manner.
-          Very rarely someone calls up before closing the complaint. There are no calls to update us on the status.
-          We have no way to approach any one to escalate. The regional head number (92234 61517 , 022-6725 0837) are not answered. The Andheri Technical Unit (022- 6725 0856) is either engaged are not answered

To give a flavor of complaints of last 15 days, look at the History of “No connectivity complaints”:

(This does not include the no-connectivity  when we are not browsing but only affecting the running system  programs)

06 Mar 2320 hrs SR 11831122: Server Down, Took 48 hours to restore.

09 Mar 1100 hrs SR 11842936: Server Down, Complaint closed without connectivity restored.

10 Mar 0020 hrs SR 11848044: Server Down, to continue the complaint.

14 Mar 1545 hrs SR 11873558: Server Down, Complaint closed without connectivity restored

14 Mar 1945 hrs SR 11874212: To continue the complaint, was told that a switch is being replaced.  Complaint closed without connectivity restored.

15 Mar 2210 hrs SR 11880968: To continue the complaint, finally restored after 48 hours.

 18 Mar 0915 hrs SR 11892824: Ping timed out but as per call center all systems are fine.

 19 Mar 0915 hrs SR 11898256: Server Down, Complaint closed without connectivity restored.     

 19 Mar 1845 hrs SR 11902362: To continue complaint, Complaint closed without restoring connectivity.

20 Mar 0845 hrs SR 11903684: To continue complaint, finally  restored after 36 hours.      

24 Mar 1145 hrs SR 11924318: Area server down,

By closing the complaint without restoring connectivity appears to be a cheap ploy to avoid CREDIT which should depend upon purely NO CONNECTIVITY. As a responsible and honest service you should give credit irrespective of complaint having been registered.

WHAT DO YOU THINK THE USER SHOULD DO.

Regards,

Ashish Mandal.

UPDATE 17 Apr 2010 (The mail trail lengthens!!!):

From: Ashish Mandal

Sent: Tuesday, March 30, 2010 2:28 PM

To: Customer Service (Retail-India)

Subject: Re complaint number: 11935276

Thanks for response.
Re complaint number: 11935276.
1) We are fully aware of means to check connectivity.When your server / switch / cable is not in place these tests are of no use. Invariably "Ping" is timed out.

2) How do we know what is the log at your end of usage. Can you make it available for the period 05 March - 25 Mar. This is necessary as the complaints are closed at your end without restoring the connectivity and without checking with us.

3) As stated earlier the customer  service people are of not any help as they only have record of complaint and update if any from your back end, which is invariably too late and erroneous (closing the complaint witout connectivity).

Regards.

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On Tue, Mar 30, 2010 at 7:54 PM, customerservice <customerservice@tatacommunications.com> wrote:

Dear Mr. Mandal,

Thank you for your feedback. This is with reference to your telephonic discussion with Mr. Vamshi  on 30-Mar.

We have registered a complaint regarding the connectivity for your account. The issue raised in the complaint will be addressed within 24hrs. We will send the confirmation mail post the resolution of your complaint.

Your complaint number is: 11956930.

Looking forward for your co-operation and support to serve you better.

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From: Ashish Mandal
Sent: Thursday, April 15, 2010 6:39 PM

To: Customer Service (Retail-India)
Cc: Alpana Mandal

Subject: Re: Re Complaint number: 11956930 / 11935276

We have not received any communication on our complaint?

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On Fri, Apr 16, 2010 at 5:36 PM, customerservice <customerservice@tatacommunications.com> wrote:

 Dear Customer,

We regret for the inconvenience caused to you with regard to the instances stated by you in your mail.

This is with reference to your telephonic discussion with Ms.Nirmala on 16-Apr

 This is to confirm successful resolution of your concerns.As per the conversation we would like to inform that the connection is working fine according to the usage towards your account.If the probelm persists please revert to us.

 Assuring you of the best services always.

 For any further assistance, please feel free to contact our customer service in your city, for details of the contact number please visit www.tataindicombroadband.in  or write to us on customerservice@tatacommunications.com

 Warm Regards,

 Vemalatha,

Customer Service Team,

Tata Indicom Broadband.

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From: Ashish Mandal
To: Customer service

Dear Vemalatha, Customer Service Team, Tata Indicom Broadband.
This refers to your mail of 16 Apr.
Yes I had telecon with your Ms. Nirmala who "declared" that my complaints are closed. We refused to accept the statement as our complaint in the mail of 25 march are not analysed and responded. The complaint was not far any connection problem at that point of time. If you record the telecon, please hear that.  This is yet another instance of arrogantly closing complaints.
We offered to discuss the matter at your HQ in Hyderabad but no one responded to the mail.

If this is what is your customer service, we need to think about our future approach.

Regards,

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On Sat, Apr 17, 2010 at 6:23 PM, customerservice <customerservice@tatacommunications.com> wrote:

Dear Mr. Mandal,

We are obliged to have you as a privieged customer.

We would like to thank you for allowing us to be of service to you and the time you have spent to provide us your valuable feedback.

We would like to emphasize on the fact that you are a valuable customer to us and request you to grant us an opportunity to serve you better.  With all the credibility that every Tata product offers we can assure you, our best inputs to keep up with your expectations.

Your satisfaction is our greatest reward. We will strive to keep up with your expectations. We have verified your complaint on your behalf regarding your connectivity concern towards the account  and found that the connection is working fine after the assistance provided by our customer service executives .If the issue still persist kindly do revert to us to enable us to do the needful.And please conform us if you have any other issue.

Thank you for your time and patience.

For any further assistance, please feel free to contact our Customer Service in your city ,for details of the contact number please visit http://www.tataindicombroadband.in or write to us on customerservice@tatacommunications.com. We will be delighted to assist you.

Warm Regards,   

Vemalatha,
Complaint Management Team,
Tata Indicom Broadband.

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From: Ashish Mandal
To: Customer service

 Dear Vemalatha, Customer Service Team, Tata Indicom Broadband.

Yet again a routine response - not relevant to my mail of 25 March. This is how complaints are closed.
Your mail of 17 Apr chose to keep quiet even on the telecon of 16 Apr.

I request this complaint be escalated yo higher level please.

Regards,