My name is Chirag Somaiya, from Mumbai.
I am a Tata Vsnl customer.
It was with this confidence in Tata that I had enrolled for Tata Sky as a new product, but my confidence from TataSKY has got a setback from your CRM team of Tata Sky.
I am very much disappointed from your side as I have to bear for the mistakes committed by your CRM staff.
I had called on 6 th Jan 2008 for registering my digicom box.
I spoke to Miss Ashwini and gave her the details for booking two digisets for two different customers in two different names.
Name-Harsha V. Majithia Digibox No.-726362132xxx Card No.-17127xxx
Name-Jayshree B.Somaiya. Digibox No.-726362128xxx Card No.-17123xxx
( I am Marking XXX for security reasons.)
She booked it and gave me the Sub. Id for the first customer as 1001100xxx and the installation date was given on 11th Jan 2008, slot of 5-9pm.
She booked the second one and while retrieving the Sub Id. For the second one, she told that the server was down and she would do the needful and gave me that assurance that the same date of installation would be fixed for the second one and ended the call.
Then on the next day i.e., 7th Jan 2008, I again called to reconfirm my booking and at that time I spoke to Miss Nilambari and she told me that the second set was not registered and got it registered at that time and gave me the Sub Id. for the second set as 1001160140 and installation date as 11th Jan 2008 and ended the call.
Question comes that why Ashwini didn‚t register the second one and gave me false assurance that it would be done?
Now when I called on the 10th Jan 2008 for again reconfirming about date of installation. I spoke to Mr. Ajay and he told me that installation would be done on 11 th Jan for Harsha V Majithia and when I asked him about the date of installation for the second customer he told that the second Sub. Id. isn‚t reflecting in the system of Tata so he kept me on hold and searched that no data was there in your System in name of Jayshree Somaiya.
How is that possible as, I got the Sub Id. from Nilambari on the 7th, how was it not reflecting in your system.
I think that even you know that a Sub.Id cannot be created without digibox no. and card no. Then even after I receiving the Sub. Id. for second one why it was not reflecting in the system. I think it is not my fault and why should I suffer for mistake done from your CRM employee?
So I asked Mr. Ajay to transfer the line to a senior as he was not ready to help me and solve my problem. So he transferred it to Mr.Anukul Jagtap ˆ Supervisor present over there and I spoke to him mentioning the above facts and he told me that his staff has even canceled the booking for the first Sub.Id of Harsha Majithia when my call was on.
I don‚t understand that who told him to cancel the 1st Sub Id. and why the 2nd Sub Id. was not created on the first place on the 6th and even after getting the Sub Id on 7th why it wasn’t reflecting in your system.
It is nowhere my fault. Then why my schedule of installation got changed directly from 11th to 16th .
When I first spoke to Ajay he gave me the assurance that I would get a call from technicals on 11th for installation then why within 20 minutes when I was still resolving my query, how could your staff back out and cancel the 1st Sub Id.
I think there is some illegal activities taking place for fixing the installation dates and even for Sub. Id.
It is your CRM staff who did the blunder then why my installation period got delayed.
It was nowhere my mistake.and Mr. Anukul backed off that he could not help.
This is not done.
Such a reputed company cannot just back off saying that it cannot help.
This is not Customer Relationship Management.
If you are not able to fulfill your commitments then don‚t be in a habit of giving such promises to the customers. and till now my problem has been not resolved what I should do with this stuff.
My faith in Tata has absconded.
I hope you look into the matter and catch hold of the people who were responsible for this blunder from your side and hope my installation of both digibox happens on the same date as was promised and scheduled by your staff i.e. on the 11th of Jan.
I seek your positive reply and if still I don‚t get any positive reply then I may think over to approach to Consumer Court.
Thanking you,
Chirag