I am Photon customer who has been thoroughly harassed, repeatedly deceived and misinformed and find my self trapped in never ending dark tunnel.
My photon number is : 9212236692
I have not been able to use the device for more than a month and it has been a month now since I reported the problem formally but there has been no resolution till date.
My real nightmare started on 20th August when I visited the physical store at Dwarka, New Delhi with my Photon device that was not working. The store told me they are helpless and I need to report it at call center. I finally lodge complaint at call center on 23rd August mentioning there is problem with device. They asked me on phone what is the problem, is it connectivity or device, do blue light blinks etc. This is first reflection on their customer centricity.
While the store had physical access and it is surprising given store had physical access to device and at least they could have told high level problem but flatly refuse and then call center mentions that we do not have physical access so you need to help us debug problem!! - And this was first level screening before they transfer my call to technical
Anyway call center told me that a service engineer would visit in 48 hours. Since then it has been countless calls, complaints, false promises and endless agony. I would be forced to follow on complaint number, spend my precious time answering irrational question describing whole story again. They did not care to go through whole record trail before responding and every time I had to give them all the data and force them to check records on-line before they could start fooling me and start speaking some sense. With every follow up the chain would get longer and longer wasting more and more of time.
And Aahha finally at end of conversation **I get another new complaint number and new resolution time !!
Below are just a subset of compliant numbers For ONE Problem to resolve - there is lot more*
325404867,
323297005,
325750679,
325404867,
325750679,
326155485,
326432317,
326592439 and list goes ON.
I have been made countless promises on resolution time, none of them was met. I was also promised of callback within2-4 hours several times which was not met unless it was for cancellation which finally I did.
Finally I asked to cancel my connection and was then Deceived by Tata Photon staff into not going ahead with cancellation by making false promises, and this happened Not once but Thrice.
=> On 8th Sept Mr Biru from retention called me and requested me to reconsider my cancel request and give them one chance . He initially gave half informed reasons for delay and inaction but when I explained him all chronology and to asked him check all the records, he accepted the faults lies with Tata photon and apologized for all the problems and pain I had to go through.
He promised Device would be replaced at my home by 9th September but I have to pay Rs. 800 that would be adjusted in next 3-4 billing cycles. He also promised a proportionate Rs 500 waive off on current bill as I had not been able to use service for that period And a discount on monthly plan as token to address harassment I have gone through.
On his trust I agreed but nothing happened and after waiting for a week I again asked for cancellation
=> On 15th Sept Mr Janaki spoke to me, made a last Chance appeal and said he would personally ensure I have a working device by 18th Sept and few other promises but here I am on 20th with problem still standing where it was, a non working device poking fun at me.
The whole agonizing experience has highlighted lot of questions that as a customer I owe explanation and answer to
Why it should take one month to solve this simple a problem in today’s information age?
What accountability Tata Teleservice has on such a abnormal delay in resolving customer problems paralyzing them from using services And
For my loss of internet connectivity at my home
For the precious time I had to spend with customer explaining same problem again and again. The time I have spent talking to your team nor run indouble digits in HOURS
Mental agony and pain I have to go through
I would like to understand what services Tata Photon has provided to me in last 1 month for which they are still charging me?
How can they unilaterally mark a complaint number as resolved without customer consent specially when there has been No resolution to problem? Not only that as a customer I am not provided an option to reopen the complaint number or at least put my mark that the problem is not resolved from me - How can you completely isolate customer from closure status of a complaint that customer has raised?
Is Tata teleservices not accountable for false commitments and misinformation their staff gives to customer on official channels? Does Tata teleservices treat is as cheating and deceit or not?
Why are customer made to recall their horror experience every time from scratch when they call customer care to follow up? Do you value customer’s time - if yes what action they have taken to minimize time customer has to spend on his complaint.
Simply Why should the support not check the complaints trail and records to save customer recount their horror story
Why customer problems see no response back and followup whereas as soon as a cancellation request is made Interestingly there was Quick callback every time and also escalation lines gets connected otherwise I was always told those lines are busy - I wonder how can that be sheer coincidence?