Time to share with you the experiences of how a good service can become pathetic, like Sun TV.
In 2008, when I took the Sun DTH Connection in the great city of Hyderabad, everything was goody goody. I met the Regional Sales Manager in the High tech Exhibition in Indira park and showed interest in getting the connection and this gentlemen took my mobile number and gave me a call the very next day. He also sent technician to my home pretty fast and by evening the dish was set up and the TV was working. Well, being deprived of favourite channels for quite a long time in Hyderabad, entire family (from my parents to children) welcomed the service with warm open hands.
Come 2009, I shifted my house from Hyderabad to Secunderabad, did the documentation and the dish was again set up in a jiffy. Come Summers, we expanded the program list and never missed the IPL matches or any kid programs. During exam times, the set top box was detached and the entire house looked gloomy like undergoing a national mourning (of course, till the exams got over).
Come 2010, the problems started. In Aug 2010, suddenly we started missing many channels and the set top box got heated up pretty fast. Calling the customer service, they promptly replaced the box and took Rs.150/- charges. Little did we realise that they had put an old box in place of the latest one removed. Come Sep and Oct, suddenly NDTV profit vanished from our screens. Set Max vanished and many favourite channels also started vanishing. Every time we switch on the set top box, a standard message comes telling that the box needs to be retuned and to contact the call centre. But the call centre is not contactable and even if you are lucky, the call centre employees are simply rude and dont even bother to give a decent reply.
Getting fed up, I sent a web complaint to their Nodal Officer, Mr. Rama Rao several times but this gentleman never bothers to reply. His phone numbers or fax numbers are never accessible. One day I sent my collegue of mine to his office with a written complaint only to know that their office functions at a different location and the reception refused to take the complaint.
I went one step ahead and sent a mail message to Dr. kalanidhi Maran, (the top man heading the service) and posted a message to him in his Web interface but till date the problem has not been solved. Getting totally fed up, we are now ready to sacrifice the balance subscription (paid for one year) and return back their equipments (Dish/set top box are Sun TV’s property and is on loan to the customer). However, we do not know, where to return.
Will somebody tell me as to how to return this back to them? Do I stand in the position of a trustee or bailee as regards the equipment under my custody? Will somebody guide me?
Seeing the mouth shut portal, I find that I am not a lone person undergoing humilation and suffering from Sun TV. Well, I only get a conclusion, that the company has taken us all for a ’ROYAL RIDE’.
Appreciate a line of reply.
Thanks,
Carlover 2010