This is an open letter to TATA and will help readers review the service quality of TATA.
I bought TATA photon data card and I made the biggest mistake of my life. Although lenghty, please bear with me and read on:-
Harrassment number 1] I paid Rs 3600/- and I got a faulty data card. After using the data card for few days, the data card stopped working as the green light did not turn on and after multiple attempts to contact customer support, I was finally told to go to a authorised service center. This after making me wait for 2 days that an engineer will come and check my device. All I get is a phone call from the engineer and he pronounces that data card may be faulty, plz visit Authorized service Center.
Harrassment number 2] I visit the Anish Cell Care(ASC) at Dadar. The customer service desk is pathetic to say the least. Even Govt. company is better. After making me wait for 2 hours, the engineer told me that since the green light is not turning ON, the same needs to be sent to some place for further checking. He told me to come back after 8 days! Wow, what SERVICE LEVEL?
Harrassment number 3] After 8 days, I went to ASC and again I was made to wait for an hour. When I ask the lady at the counter the reason for such extreme delay, she says that her system is slow, what can I do? The other 2 executives blatantly snigger at me! She then hands over the data card and tells me that the same is faulty and the will get a new replacement one as soon as I show the DOA certificate from where I have purchased the data card.
Harrassment number 4] As informed, I visit the Mira Road Tata Indicom office situated at Mira Bhayandar highway and show the DOA certificate. The lady at the counter simply says that the will receive the data card after 48 hours at the home and not here in office! Since my upbringing has taught me NOT to shout/express anger at anyone especially if she is a lady, I politely thank her and leave the office.
Harrassment number 5] 48 hours elapses and I still DO NOT get any call or the data card. I call up the Customer care number [67908000] and they have absolutely no clue as to when I will receive my data card. I requested the executive to connect me to manager and after much dilly-dallying and wait, he transfers the call to Mr. Pravin Kumar, the Team Leader on Shift. I patiently explain him the entire episode and he listenly to me tells me to visit the Tata Indicom office as he says, sic "As per process, the will receive the data card at the office itself. if the wait for data card to come to the home, the will be forever waiting". After multiple assurances, he convinced me to visit the office.
Harrassment number 6] As expected, the lady at the counter feigned complete ignorance. By now, I am used to this humilating experience and making a fool of myself. She assured me again that by 7th, I will definately receive the card. Today is 8th and I am yet to receive the data card.
Harrassment number 7] the Customer Care helpline although is prompt, but apart from lodging a complaint and giving complaint number, never provides a SOLUTION. Also, if I call up in the morning before 11am, I am always told that some system upgradation is happening and hence my details cannot be checked. I am told to call back. When I request them to call me up instead of me calling up repeatedly, they say simply say that’s NOT POSSIBLE. WOW, can anyone beat this?
It would not be fair if I do not mention certain moments of magic/positive truth:-
1] Mamta, the customer service executive at Mira road is extremely polite and knows how to speak with customers. She patiently heard my entire woe and she regularly follows up with me. Today again, she called me and assured me that I will get the data card on 9th july. Even if I do not get the data card, what I liked is the follow up she did and ensured that I am updated on the status. It helps me save my time, effort and energy.
2] Today [ 8th july ] when I called up Call center, I spoke with Mr. Ashish, the Team Leader on Shift. He acknowledged the extreme delay and promised that he will call me [surprising as no one ever did] and update me on the status by 9th July.
3] Only once, I found the customer care number busy. I always get through the call center and the agent picks up the phone in 1st or 2nd ring. This is Excellent by any standard.
I would like to ask TATA the following questions:-
1] Is this how the deal with the customers?
2] What is the service level / resolution time response for hardware failure of data card?
3] Are managers, senior managers of customer service desk hide behind TL and executives and not even once do they bother to call me despite me complaining multiple times and loding multiple complaints? [check complaint id 177166077 and 64142514 ]
4] What kind of compensation should I expect after spending so much manhours, money and energy only to receive BAD experience?
5] Why is there no backup plan that if for some reason the data card does not work, the customer is provided with an alternate card so as to ensure that he or his work does not suffer?
6] Please let me know how do I approach the CEO of TATA Indicom and make him/her aware about the MESS created by their staff.
7] No competent authority can issue ISO certificate if there is so many loopholes in the process followed by TATA. Please provide me the contact address of the certification agency which has issued ISO certificate to TATA.