I am very happy about service from Videocon D2h in Pune.
See my previous review about SUN DTH . It was so pathetic experience that I had almost decided not to go for DTH.
At that time I also wanted to purchase DVD player and came to know about Videocon Satelite DVD. At that time decided to give a try because I was getting DVD_+ 3month Dimond pack free( around 850/-). So I was not loosing anything. So I bought Satelight DVD and started with D2h Diamond pack.
The channel quality was better than Cable operators and everythings was going in my favour. But after one month I got a chance to try Videocon D2h Services.
Service Experience 1:
There were some issue with my DVD player. It used to play songs/movies from DVD and Card reader but USB was not working properly. That night I called up call center number and immediately they gave me Work order number and assured that problem will be rectified in two days. Surprisingly the next day service person came to my home at 9:30am and he took my DVD for firmware upgrade. He returned it at 4:30pm. It was good at that time because Videocon informed me estimated time of two days and I got service within one day.
But the firmware update didn’t solve my issue and I called up call center again. Again they scheduled service request and gave me Work Order Number. The person visited my home after 3 hours from this request, much before the committed time form videocon service executive. After some troubleshooting steps he agreed to replace the box. I was supposed to get new box within 5 working days. But again they beat my expectation, the next day service person came to my home with new BOX and replaced to old one. Wow first time I saw service person beating given deadline.
Firs service experience was nice.
Service Experience 2:
I enjoyed D2h for three months when time came for recharging. I recharged my account online using my Credit card. The services started immediately. But due to some false transaction in system Rs. 200/- got deducted from my account and my d2h services were stopped. At that time I felt frustrated and called up call center to report this issue. Call center executed assured me to resume service within a week. But I was not ready to wait for one week. I called up again and talked to senior person in Call center. He assured me to do some thing by next day( because it was night when I faced this issue).
Nothing seemed to happen till 3:00Pm next day and I called up customer care to follow up issue. I also dropped an e-mail to Nodal officer. At around 3:30 I got call from Noida and person begged apologies for my inconvenience. And taking responsibility they compensated it by giving me one month Gold pack free. My service started within one day and I got one month free gold pack. This was very good experience again.
Technical problem occurs anywhere. But I liked the way D2h handled situation.
It was true professional approach to resolved issue quickly while pacifying customer by giving compensation.
I never got service like this from any other vendor and felt very happy. I liked following thing about service from D2h.
1) Reception quality is good( quality of almost all D2h is good. Nothing new in it right) .
2) Customer Service is excellent as far as I know( this is not always seen elsewhere).
You can easily call toll free number and Agent are available to take your call.( Till now I never had to wait more than 2 min)
Customer care tell you estimated time and give you work order number( Your expectations are clear and you know how much you need to wait).
In my case service person always beaten the deadline and resolved my issues before given time.( Not something always seen).
Overall A good experience. Please try if you are frustrated with other DTH like SUN.
( Note: I share above my experiences. Some other users might have different experiences.)
Updates 23-02-2010
Again good service by D2h.
1) Last Friday( 19-02-2010) my satelite DVD had some problems with internal Data Cable. Initially it stopped showing colors and then stopped displaying picture.
I immediately called up Call center to place request. It was 9:30pm that time. Customer executive booked service slot and assured me of fixing problem by Sunday. Accordingly I set expectation that I have to wait for 1/2 days to get it resolved.
2) But the very next morning. i.e. D2h executive visited my home and replaced the faulty data cable. Within 15-20 minutes he fixed my issue. I could see my DVD working from 10:30Am.
So again experienced good service which I never expected from any DISH vendor.