17th of April, my Tata Sky Digicomp’s power plug went kaput due to a voltage spike. Like a normal customer, I called their customer care with whom I had had never had a brush except for ordering movies or recharging my account (normally where I was paying them). They assured me service within 48 hours. The interesting part starts now.
First there was a professional engineer who came the same day, saw the issue and said that he would come the following day since he did not have the plug (oops ... what was my complaint about). It was an adaptor with 12 V and 1.5 current rating.
Next day I called up their help line and one smart executive(he was the floor manager) by the name Sanjiv assured me he would solve it in next 24 hours. Else, he would call back. 30 hours later, when nobody called, I called back the helpline. This time it was Sanjiv’s boss called Mohammed. He was worse, said that he would escalate the matter and since it was evening, there was nobody in the office. He would call me the subsequent day or solve the problem. Neither happened.
So, I called back looking for Mohammed in the day and there was another floor supervisor by the name Avinash. Same reply "Give me 24 hours" or I will call back. When I requested him to put me to a higher authority, back came the reply that every single manager in the company is in a meeting. Wow !! No wonder this company cannot arrange an adapter of 12V, 1.5 Amp.
Later in the evening, I called back to check on the status, this got better...... I was put through to a Specialist team which looks at all issues not resolved in 48 hours. This time it was a female, Maonhari Sanam. Some sympathies and then same answer "Give me 24 hours and I will have it solved or I will call you". When I asked a direct number so that I could speak to the same person, she gave me her employee id 39945 instead as they were not suppossed to give phone numbers. Not even a desk number. Now, how could I possibly use her employee id ? Hmmmmm......
Next day, for a change she called me and said that nobody in her engineering team is answering the phone. This is when I arrived at the conclusion, enough was enough. 5 days and a plug cannot be replaced by a Tata company !!!
I went to the nearby shop, he replaced a capacitor in 10 mins and eureka everything was back to normal. Rs.10/- was all it costed. What did Tata Sky charge me, Rs.125/ for the customer visit. Problem not solved. I have not yet told those blokes that my problem is solved. Wish this was a blog I could invite you a few weeks later to watch for an update :-) on the 12V adaptor task force within Tata Sky.
Amusing, annoying and definite signs of a rotting company. Just recording my experience here....When I renew my subscription next year, this review will be used by me, lest I have a short memory.