If you are planning to move to TataSky because you don’t wan’t the hassle of cable operators, and security deposits, installation charges, you’re barking up the wrong tree**!
*Even after paying more than you pay to the local cable-wala, at best you’ll get the same service levels.
*No matter how strong a product you have, its the after sales & service that sustains businesses.
Episode 1:*
I bought TataSky about 45 days ago, and enjoyed some real good quality programming. The installation procedure was also quite good and seemed professional.
Episode 2:
The facade of "professionalism" fell through after I moved house!
I called up the customer care centre, and asked them to register a request. I got a few bombshells.
After 5 minutes of my explaining, identifying myself, and then informing the new address, I came to know a few things:
The re-installation costs Rs 1000/-
They can not take a relocation request over the phone. As the relocation is handled by some other department, I must either send them an e-mail, or fax a letter to bangalore office.
Convergence exists in Space! Even Satelite communication cannot ensure smooth transfer of data within an organization.
And there are no toll-free numbers. If you don’t reside in the cities where the cantres are based, prepare to shell out money in STD bills. Thankfully, STD rates are affordable, but still, this drives up the total cost of ownership.
*Episode 3:
*I look up the TataSky website and find a link to request a relocation.
Thats a start. I write out a mail and click Submit. It was a Monday.
Episode 4:
Refer to Episode 3. Exactly the same, its Tuesday now.
*Episode 5:
*Refer to Episode 3. Exactly the same. Relax, its only Wednesday.
Episode 6:
Dug up an old email. Its has a tatasky e-mail address. And have sent an e-mail to help[at]tatasky.com (No one likes spam.not even me) No response as yet. And to tell you honestly, I am not even expecting one.
*Episode 7:
*Anoher e-mail has been sent and TataSky is to busy trying to woo new customers. I have not received any communication from them. Thursday is almost over.
I think that its true, Dinasours can’t dance! This Behemoth called TataSky is probably on its way to extinction. The customer is getting smarter, and competition is nimbler.
*Good Ads do not a product make;
service the customer and moolah you can rake;
Bad service is injurious to health,
Customer will migrate and erode your wealth!
Wah! Wah! :-)
*Episode 8:
*I just got a call from TataSky:-) They read this review, and called me.:-) The first "professional" from TataSky I talked to, seemed like she knew what she was saying. They were searching their mailbox, and said that they have not received any e-mails from me. I wonder where the e-mails went?
Anyway, I just re-sent the email-chain again. Someone from the local team will get in touch with me, and probably re-install the system tomorrow.
*It really must be a Good Friday, after All!
And MouthShut isn’t really a place to just rant and rave. The squeaky wheel **does gets the grease:-)
I might not have to search for alternate uses of the digicomp now. But still keeping my fingers crossed.
Keep visiting for details, feel the angst yourself. And someone please post the results of the WC Cricket matches. Maybe Mr Hrithik Roshan will be kind enough to post the scores here;-)
What is bothering me right now is, did I act a litle too smart/foolish and trusted a very strong brand. I must be really cautious.
*Episode 9:
It was a sunday morning, and I got a call from the Tata Sky Installation guys. They visited and within half-an-hour the installation was done.
Conclusions
Someone had called me from Bangalore on Friday, and had said that I must send in a written request, through FAX to the bangalore office.
The Number is here in case you want to request a relocation: 2216 3330. Affix the bangalore STD code before dialing.
But I am still unable to understand the following:
If TataSky can accept a new installation request over the phone. Why can’t the same be done for relocation?
If TataSky wants a written request only, then they must remove the URL (https://tatasky.com/subscriberContact.do)from the website. Anyway 60 words is too less to write anything meaning full anyway.
Why must the written request be by FAX only? Why not accept couriers/ Regd letters. Atleast the consumer will have a Proof of Delivery.
Auto-respond to e-mails received on your help e-mail IDs.
Its a matter of convenience too. Its easier to email/courier letters rather than FAX them. Most people do not have Fax machines at home.
TataSky, you read this post and re-installed my system, please consider these points too.
And go ahead and leave some comments if you think otherwise.
End of Series