I am a TATA Photon user from Hyderabad. I live in Madhapur, an area where most of the IT population lives who work in the Hi-Tec city.I bought TATA photon connection on 27th -28th of September. The connection promises a 3.1 MBPS connection, and the customer service tells that I can expect a minimum of 800KBPS. On the second day itself, I lodged a complaint with the office in madhapur about the abysmally slow speeds of 2-5 KBPS **on my ‘broadband’ connection for which I was paying Rs. 950/- per month.
The customer care executive at the centre, Ashok, gave me assurance that the problem will be solved soon, and asked me to bring me my laptop for checking the next day. I took time off work to do this, only to have see him run speedtest.net which showed 0.14 MBPS connection in the test in TATA’s own centre. Having now squarely understood that it’s a network issue, steps should have been taken to rectify the same. However, the whole TATA photon customer service system is majorly flawed.
Even after being repeatedly promised that a ‘engineer’ will come to my home and check the connection, nothing of the sort happened. There was no follow up as well on my complaint. Every time I would call, apparently the customer service personnel would tell me that the complaint is resolved, whereas it was not, or that engineer would come to home, but that never happened.
And then last Monday 11th of October, I was called by a third party vendor of signal booster supplier. He informed me that the said equipment is not in stock and would be made available by Friday. This hasn’t happened, but the sad part is, when I contacted him, he said that tata photon hasn’t asked him to deliver it yet.
And today, on 17th of October, I called the nodal officer about my complaint. He said that I should have called him earlier, putting a question mark on the competence on their own customer care. And again I have been at the receiving end of banal assurances without any actions taken to resolve the issue.
almost 3 weeks after my complaint, the situation remains unresolved. There is no co-ordination between the customer care and the people who act on these complaints. Every time I called I had to go through the painful process of explaining my problem to a new executive who had no competence. Besides, it pisses one off big time, to give out ‘tata photon device number’. Its required before every customer care interaction. Why would I remember and carry around the stupid tata photon device no.? can’t they search my name? can’t there be a simpler way to track a complaint? There is no follow up, no action and no competence. The customer service management can learn a thing or two from justdial.
1. Cheating: promised a connection of upwards of 800 KBPS connection , but only deliver 1990’s dial tone speeds of 5-7 kbps.
2. Cheating: promised immediate resolving the error, did not do or even follow up the complaint.
3. Disregard of the consumer: Beyond lip service, tata photon does nothing. Even the lip service is not an educated one, but nonsensical and amateurish.
4. Cheating: Tata photon advertises 3.1 MBPS speeds while delivering merely 3.1 KBPS. I am thinking of suing them on this, any suggestion? This has caused me much frustration over the last 3 weeks, with all my time after work spent either navigating the labyrinth of tata photon customer care, or getting frustrated at the pathetic speeds and frequent disconnection of tata photon. I don’t like being cheated and robbed.