Continued from Part 2 of Open Letter to Tata Docomo.
Baschandru021y, the issue is simply this: The internet device which I paid for in Dec 2012 was never activated because the tele-verification in Jan’13 turned out to be negative. However, I never knew about that because your own staff called me up twice in Jan to say that the verification was infact complete and I can call customer service to activate my device. And your customer service team at 121 kept telling me verification was still pending. No one told me that the verification was failed and I was in dark for two months. Only when I visited your showroom in March to know about the activation status, was I told that about the failed verification and that the connection got transferred to another customer in Jan itself. So I need refund now for the device charge because very simply I’m fed up with your company’s so called service and providing misleading info to customers. You can take the device back and give me my money. Why am I being refused my money when this device was never ever activated?
Think of all the time and money I wasted over the last 5 months running behind this issue, which is probably more than the actual amount I must have spent for this device. And I’m not even asking for compensation for all that trouble and grievance. All I’m still asking for is my Rs.1200 back. Because its the only fair thing for your company to do.
I am told that if this was the issue in US, I would have got my refund in 10 mins flat! So your company seriously need to change your customer service ways. SERIOUSLY.
Mr. Srinath, as you are from the leadership team, I humbly request you to take action or forward my complaint to your management team(no listen@docomo.com or appellate.kk@tatadocomo.com PLEASE!) for positive action. Check the emails that I have sent to listen@docomo.com or the appellate, that I am ready to provide you as proof. I hope your management team PATIENTLY reads through those emails and understand what I have gone through to get some reasonable amount of justice from your company if it is ever truly a customer-centric company.
Expecting a favorable reply,
Thanks,
Manu
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Today’s incident(June 11, 2013) -
After sending my 22nd email to their appellate and listen@docomo.com yesterday in which I HIGHLIGHTED(in simple English) each of the 21 emails I sent about why I should be refunded for the internet device charge, visiting their office, talking to their representatives by phone(including the so called higher authority, the appellate) over 10 times on the issue, sending letters by courier to their branch manager in Koramangala and their Managing Director in New Delhi, I get a call today from their’complaints’ team asking why do I need refund for the device! Infact, that was his opening line.’Hello, is it Manu? This is . from Tata Docomo. We received your email. Why do you need device refund?’ Before I could quite recover from that shock, fell the next bomb. I asked him why can’t the refund be issued, he said I don’t know. I asked why you don’t know. He says it does not concern him! That’s the word he used, does not CONCERN him. I told him I’m on the verge of approaching the consumer court. Pat came his reply, you can go anywhere you want!
Can’t imagine if this guy is from the management team there as I requested thrice in my emails for only a manager or above to respond for my issue.
Buyers, beware! If you have a connection with them, brace yourself for miserable customer service. If you are planning to buy a connection, think thrice. Make it five. If you intend to sue them, just do it!