Before I go to a review, some points -
1) ALWAYS, get a complaint number, and call up EVERY day to get a resolution, even if they give you a date for resolution. Chances are that they will try to get in touch with you and close it off if you are not reachable for some reason.
2) ALWAYS have a backup connection. This is for every service provider out there. If you want 3G, go for two service providers at least, so if one is not available, you can recharge and use the other.
3) ALWAYS USE PREPAID. If you are traveling go for a PREPAID. If you get stuck with a postpaid connection, get options to go prepaid later. This is lifeblood.
4) If you are a frequent traveler, ALWAYS do your first recharge from a customer service outlet or a retailer, and NEVER online. This is so because you can check for connectivity then and there, and ask for a refund if it doesn’t work. I was told that since I did a recharge ONLINE, they can’t revert it.
Ok, Good things first. fantastic speed. I have clocked 2Mbps(in Bangalore), which was good enough for me. The reason could be that there was a Tata Docomo tower just within a kilometer from where I lived.
Now for the bad parts -
Number 1 as usual, customer service: For the short version -
One thing which I remember is that after I converted it to prepaid, and recharged my number twice for 3G usage, I called up customer care because of a disconnection, and the guy insisted that it was a postpaid connection and not a prepaid, and he was not ready to check. From then on I had stopped calling them during the day time because I did not want to run into that guy again:D . I went to the docomo outlet the next day and they promptly fixed the issue, but the guy gave me a 32mm smile which explains a lot when I told him about my customer service experience.
Number 2, website: Good website, bad in navigation. I’m talking about the 3gconnect website. Also, never believe everything they say on that site. For example, if they say that a location is 3G enabled, rest assured, the CS reps are oblivious to that information. I recharged from Thrissur, Kerala seeing that Thrissur is a 3G enabled city(out of 14 cities in Kerala which is listed as 3G enabled). The guy in chat support had only 6.
Number 3, telephonic support: My experience is with Bangalore and Kerala. Bangalore does not know anything about Kerala, Kerala does not know anything about Bangalore. From Kerala I tried calling the 1800 toll free number in the first 24 hours - I work overnight - every 1 to 2 hours continuously, and the line was busy. After two tries, I tried the Bangalore number, and that ended up busy too. Then I called up the Kerala customer service number, and they politely informed me that they don’t have ANY information regarding Bangalore numbers. My only option is to keep dialing the two numbers which end up busy. And, after 4 days of my initial problem, the line is still busy.
My story - I work in Bangalore, and use Tata Docomo for 3G connection because it works wonders for me there. Tata Docomo’s site mentions Thrissur, Kerala as one of the 3G enabled cities. I recharged online in Thrissur, and tried to connect, and I could barely access 2G even. Then I tried calling customer support - 1800 number and 9036012345 - and both of the IVRs ended cutting me off abruptly saying that the techs are busy. The shops here close by 7 PM, and by the time I figured out from the chat technician about the location of the outlet, it was 8PM, so I waited the entire night, while trying to call tech support in the meanwhile, and went there the next day afternoon(I had to sleep). The guys there told me that 3G was not available in roaming(what the heck?). Then why do they not mention the same thing on their website? They gave me a number for the Docomo Zonal office who talked to me, and sounded very much like another CS section(but the outlet guys said these people have "higher powers"). They got me a new complaint number, and told me that a resolution will be given by 13th Feb. I told them I’m here for a short while only, and will leave by 11th, but they said nothing can be done that fast. I asked them if they can revert my payment because I haven’t used it, but they said "I have mentioned the same in the ticket, a resolution will be found". I figured "nothing can be done" and waited. Now, today I got a call, and I was told that they will route it to the Kerala technicians to check(so what where they doing for 2 days? They said the complaint came to their bucket only today so he was prompt in picking that up - thanks for that!)
The rest of the conversation went something like this:
Me: "So what will the technician do?"
Support: "They will call you up tomorrow or on Monday, but there is no guarantee that they will call you within tomorrow. And it’s definitely not possible today because it’s afternoon time."
Me:(my fault?) "Alright, so I’m traveling to Chennai tomorrow, and won’t be here on in Bangalore where I can use the 3G services, so what will happen to the ticket? Chennai does not have 3G yet."
Support: "If you want your issue to be resolved, then I request you to stay in Thrissur for our technician to reach you. Or you can connect from Chennai to use 2G, where you can get about 128kbps".
Me: "Bhai, it is imperative that I travel tomorrow. My wife has delivered a baby and I have to reach her tomorrow. Ok, I found an alternative provider to support me right now. And in Chennai I don’t want to use 2G because I already have much faster alternatives there. What will happen to the ticket that I raised? Will the technician send it back to you if they can’t reach me and you will call me up so that we can talk about the refund?"
Support: "No sir, refund is not possible because you made the payment online. If you did it through a retailer, then we can help you. Online transactions there is no way we can revert back".
Me: "So what about the ticket? Can I escalate it to someone once the technician gets it back?"
Support: "No sir, once they send it back, we will close it saying that the customer is not available".
Me: "Can’t I escalate this thing then? My problem is not just that I couldn’t connect. My problem is threefold now - inability to reach the customer care number when I’m outside bangalore, inability and / or unwillingness of customer care locations outside bangalore to support a bangalore number, and wrong information provided on your website regarding 3G availability for roaming customers".
Support: "Sorry sir, but as I’ve told you what I can do is only this. Is there anything else I can help you with sir?"
Me: "The only help you can do now is to escalate this to someone, otherwise you can’t help me".
Support: "Thank you for being in touch with Tata Docomo".
And he kept the phone without another word. I had talked to him close to 40 minutes, and besides, how much can someone tell a stupid customer who is not "ready to understand" that they can’t help?
I have now an alternative of giving it to someone to use it in Bangalore and asking them to use it up.
My customer support connectivity problems was unresolved, so I called and asked them if they can escalate those three points, and if they can refund? If not, they can close off the ticket. They put me on hold, and then gave me the same story. I again told them that I have to travel. This time they got me in touch with a lady, who said she’ll take the feedback to the senior team.
Anyways, that’s my story.