One of my WORST experiences with a broadband companies. I got a connection installed on 16th October 2010, the connection was installed by evening and I asked the field engineers to show me if it’s working, he said a login / password (MouthShut doesn’t let me write the correct spelling) will be required.
I got a login password on 18th October and it was incorrect, I spent nearly an hour talking to their customer care and their local sales / support team and was sent another password at 6 PM. (We are small office and close at 6 PM).
I was still charged from 16th till 18th when I was not able to use the internet. The story doesn’t end here.
On 25th tata indicom’s broadband (wimax) connection stopped working and I lodged a complain. I spent more than two hours talking to their sales person (Sabha - 92254 761716), at least 10 calls and he still couldn’t manage to get a field person to visit our office. I lodged a complain with customer support on 26th and still no-one turned up to fix the issue.
Their customer support staff was stupid enough to ask me to ’ping their router’ when I told them the router has a problem and my laptop is saying cable is unplugged. (this was done by their staff 3 times on 3 different calls). My laptop and cable worked perfectly with 3 others ISPs when I used their routers.
After getting a complaint number from customer care I though my problems will be over but no-one showed up until 28th. On 28th the came at around 2, spent an hour, declared that there is a problem with the cable that connects their wimax box (on the roof) to their router and he will come in ’evening’ and replace it. (he was clever not to mention which evening). They also closed the complaint without confirming with me whether the internet was working again.
On 29th I called their helpline and asked them to discontinue my connection. I didn’t want to spend anymore time talking to their stupid customer support people. I also offered that they can keep the 2 month’s advance rent I had given to them. I also offered to pay INR 10, 000 extra if they will not waste any of my time. Their ’retention supervisor’ Nageshwar Rao (I have his employee id), asked me to wait till 6 PM and he will escalate the issue and get it resolved (this was a 2 PM).
I got a call from their field engineer Malik (98671 44393) at 4, he said he is at Chakala (we are at JB Nagar, hardly a 10 minutes walk), I kept waiting and called him and Sabha multiple times. Needless to say the guy was not here till 6:30 PM.
I called again on 30th and requested for a disconnection, I was asured again that this time they will definitely fix the issue by 6. Their guy promptly reached our office at 6:10 PM, everyone but one guy was still there in office. He still stayed till 6:30 PM and got the cable replaced.
I got a call from them on 31st Oct (Sunday) whether my internet connection is now working (I was very happy with the call). I told them their field engineer came rather late and didn’t have anything equipment to test. I can only tell them whether the internet is working on Monday morning.
Monday (1st Nov 2010) - Internet is not working, cable is still faulty, I still see the same problems.. and guess what? They have already resolved and closed the complaint.
I have sent them a disconnection request. I will request everyone to avoid TATA WiMAX Broadband and save their time and money.