Though Internet is here for a couple of years, we are still learning to use it to our maximum benefit. I feel so are the companies, (but they being service providers, should learn fast)
I have BIG TV and even that installation was not smooth as whistle. Recharging thru SMS was new to me, this recharge info not appearing on our TV was never expected (in this internet age). Moreover to convey to the Call Centre people the amount you have used for recharging, the package(s) you need, their entry procedure (keep your TV ON), delays ...
However, for my 2nd TV I thought about Videocon but my local store (who now keeps only Tata Sky) said "installation is done by dealer and not the company, they use thin cable, ... it is not graceful". In fact, he also had its dealership which was returned because of material & workmanship complaints. This left me with only three companies, Airtel, DishTV & Tata. Airtel’s packages are the most confusing and though he has its dealership he said even he was confused on the plans as no detailed write up was provided, just a hand-written note. The website was no different and even I could not decide.
Tata charged exorbitantly and even after paying around 250, it had no sports channels so I had no option other than DishTV (otherwise Videocon has the best layout of packages)
By the way, if you go by reviews alone either on MS or other sites, you would never buy anything be it AC/s, DTH, Mobiles, Inverters because after sales service appears to be totally poor. I remember complaining to Airtel on their GPRS plans, though the replied once, but also put my email-id on their blacklist so that all my mails from that ID bounced! Anyway, let me start on my DishTV journey.
On 10th July, I visited their site and decided to pay 1590 online. (They had advertised that you get the installation within 24 hours). I paid, and almost instantly I got an email and a "Token Number", plus the name of the dealer "Apollo AirWorld" and its phone number. I was pleased. But then it was Saturday and I thought it might happen the next day. Nothing happened.
On Monday, I spent whole day trying to contact either the said dealer or customer care but of no avail. Around 4 pm, I was able to talk to the dealer who said his men would come early morning the next day.
On Tuesday, however, the installation happened at around 10:30, and they promised that currently only "free-to-air" channels would appear, and "Gold" channels would be there the next day.
On Wednesday, I waited till 12 noon but the activation did not happen. I called Customer Care, who wasted my 20 minutes (drained my money and I realised I had no money in my mobile)
Remembering the AirTel advt. I looked for payment gateways but NO site has it because they have a proprietary software mChek. Drained, I had to take refuge to MTNL and Internet (just to find other customer care numbers).
The 011 customercare number’s attendants made me describe all my details time & again, but since the installation people had not deposited my "Subscribed Application Form" to the company, my set-top-box’s serial number was not with them and "they could not help me in any way". I was about to cry when the operator said "send us a scanned copy of the SAF" and only then we could help. I agreed. BUT
I had the carbon copy and the impression was too faint, but somehow managed to shoot it thru my mobile’s camera and forwarded at my earliest.
Instantly I got a reply "the photo is very faint, we cannot read anything" and moreover we have not received your payment, please correct this situation.
I again contacted the local call centre and lambasted them. The Token number is of no use as I realised from their remarks. I was about to cry when suddenly my wife told that all channels are coming.
Friends, it appears that though online payment gateways are in place, but maybe very few people use it and hence this channel has not developed. It appeared that though I made the payment, the details did not reach the call centre/dealer/officers in good time. The call centre people have not been instructed about the Token Number either. So, my advice would be that:
1.When installation people reach your place, use your mobile/camera to shoot the ORIGINAL form which is in White colour compared to the carbon copy where the background is blue and obviously the contrast of the photo is poor.
Plan in advance and give 1-2 days extra for things to resolve. Installation boys often delay the submission of the forms and we get frustrated.
Look for a dealer rather than making online payment. If not possible, browse for any DishTV’s dish and enquire from the user, he will have better answers. (Even I could not find a nearby dealer and rushed for it. Later when I was talking to my neighbourhood subscriber, I found he had addresses of a few dealers, but their shops were too deep to be located easily.
DO NOT use the 1860 number, it is not tollfree, they do waste your time (min 20 mins) and do no good for our cause.
Call centre people never call-back. If you happen to contact again, ask them to connect to their higher ups and keep insisting on it (it works, in fact this step of mine ensured the dealer’s call to me within 5 minutes). One good name is Mr Ananth. Just take his name and your work would be done (I don’t know him, but just was able to talk to him and he assured all help... may God bless him)
What else can I say right now? Though the site did not mention, in 1590 I got Platinum pack for 3 months whereas the installation people thought it was Gold pack. I wonder then in 1890 what I would have got?