Bad Experience With The Service Of Tata Indicom BroadBand
Hello,
This is Amit Gugale from Nigdi, Pune. I am a customer of the broadband service of Tata Indicom Broadband Limited (which is a sub company in the group Tata Telecommunications).My login id is newtown@eth.net. From around 1 and half months I face a lot of problem with my connection and the company seems to be ignorant in solving the problems.
The details go as below:
An occasional failure in connection was not new to me, I used to put complaint with the customer care of the company (the call center) and it used to get resolve soon. But it happened on 24th of April when I found my connection and immediately registered a complaint no 5550944 with the call center (02060607070). I was assured that the problem will be resolved within 24 hours. So I checked the same on 25th, 26th but found that the connection was not working still. On 27 I got connectivity. From that day the connection was working fine during the day till late in the night. But if I put some stuff for downloading in the night the connection used to get lost late in the night. I observed the same for 4-6 nights, the connection was getting lost at different times in the night varying from 12 am to 2 am and my computer being ON that used to be wastage of power if the connection lost. The connection used to get resume at 9 am. On 8th of May I again registered a technical complaint for this night time connectivity (Complaint no 5676250). And also I registered request for downtime credit for the period when connection was down (Ref 5676362). For the downtime credit an executive Mr. Yogesh from the billing department of Tata Indicom called me up and told that I would be given downtime credit for 3 days 24-25-26 April which would be around Rs. 70 and he had put the same for approval. I argued over this that even the connection was working in day time there was no connectivity late in the night and partial downtime credit must be given for the same. Mr.Yogesh answered "even if 1 MB of usage is found on any particular day then the downtime credit is not given for the day". While this makes no sense because a broad band customer goes for broad band connection because he uses the internet frequently and for longer duration also downloads/uploads large volume of data. 1 Mb of usage per day doesn’t mean that the connection is all fine. I tried to explain him my point of view but Mr. Yogesh kept on repeating "I follow the policy, I cant do anything" etc. Lastly he suggested me to re-escalate the complaint (or request for downtime credit) with the customer care. So did I on the same day i.e. 08 May.
As the billing cycle is 11th of a month to 10th of the next month. A new bill got generated on 11th May 08. The bill showed the full amount of Rs 786 (Rs 700 as the charges + Rs 86 service tax). This is the regular bill amount for my plan infinity 128. And no downtime credit was given at all, even the credit which Mr. Bhaskar was agreed upon (Rs. 70) was not reflected in the bill. However I decided to wait for few days as I had already re-escalated the complaint. After waiting till 17th I found that still no downtime credit was given I once again put complaint to the customer care (complaint no 5772938).
The official site of Tata Indicom displays the email Ids and phone numbers of the nodal officer and customer care. I then mailed to customer care and the nodal officer on 18 May, I supplied them all the details and requested for the downtime credit. I received no reply for the same. Then I sent a follow-up mail on 23-May as I had to pay my bill before 26th and so wished that if this could be settled before that. I received reply on 25 May that the billing team is working on the same and the downtime credit would be given soon. Meantime I paid the full bill amount to avoid any late charges etc.
I was hopeful that the downtime credit would reflect in next bill. Meantime on 05- Jun the connection again went down hence I registered a complaint with customer care again. The connection is still down (on 16-Jun).
On 11 Jun the new bill was generated and once again no down time credit reflected at all. This was shocking for me and I immediately sent a mail (from some other place as at home I am still disconnected from internet) to customer care and nodal officers. The same evening Mr Yogesh called me and assured that downtime credit would reflect in my account within 2 days. The customer care in turn replied me the next day (12 Jun) and assured that the downtime credit would reflect soon. But still no downtime credit is reflecting in my account. I have sent a follow-up mail on 14-Jun but no reply. Also the connection is not working. Also I tried to call the nodal officers on the land line and mobile numbers mentioned on the site but no one answers these numbers.
This whole thing caused me a great trouble. Three years back I chosen to go for 'Tata Indicom broadband' and after that I found few relatively cheaper broadband internet service providers but I always trusted in the Tata brand for their quality and service. The higher level officials of the company need to look into the matter and see if the complaints are resolved properly and within time and the service is not spoiling the company's image in people.
This is Amit Gugale from Nigdi, Pune. I am a customer of the broadband service of Tata Indicom Broadband Limited (which is a sub company in the group Tata Telecommunications).My login id is newtown@eth.net. From around 1 and half months I face a lot of problem with my connection and the company seems to be ignorant in solving the problems.
The details go as below:
An occasional failure in connection was not new to me, I used to put complaint with the customer care of the company (the call center) and it used to get resolve soon. But it happened on 24th of April when I found my connection and immediately registered a complaint no 5550944 with the call center (02060607070). I was assured that the problem will be resolved within 24 hours. So I checked the same on 25th, 26th but found that the connection was not working still. On 27 I got connectivity. From that day the connection was working fine during the day till late in the night. But if I put some stuff for downloading in the night the connection used to get lost late in the night. I observed the same for 4-6 nights, the connection was getting lost at different times in the night varying from 12 am to 2 am and my computer being ON that used to be wastage of power if the connection lost. The connection used to get resume at 9 am. On 8th of May I again registered a technical complaint for this night time connectivity (Complaint no 5676250). And also I registered request for downtime credit for the period when connection was down (Ref 5676362). For the downtime credit an executive Mr. Yogesh from the billing department of Tata Indicom called me up and told that I would be given downtime credit for 3 days 24-25-26 April which would be around Rs. 70 and he had put the same for approval. I argued over this that even the connection was working in day time there was no connectivity late in the night and partial downtime credit must be given for the same. Mr.Yogesh answered "even if 1 MB of usage is found on any particular day then the downtime credit is not given for the day". While this makes no sense because a broad band customer goes for broad band connection because he uses the internet frequently and for longer duration also downloads/uploads large volume of data. 1 Mb of usage per day doesn’t mean that the connection is all fine. I tried to explain him my point of view but Mr. Yogesh kept on repeating "I follow the policy, I cant do anything" etc. Lastly he suggested me to re-escalate the complaint (or request for downtime credit) with the customer care. So did I on the same day i.e. 08 May.
As the billing cycle is 11th of a month to 10th of the next month. A new bill got generated on 11th May 08. The bill showed the full amount of Rs 786 (Rs 700 as the charges + Rs 86 service tax). This is the regular bill amount for my plan infinity 128. And no downtime credit was given at all, even the credit which Mr. Bhaskar was agreed upon (Rs. 70) was not reflected in the bill. However I decided to wait for few days as I had already re-escalated the complaint. After waiting till 17th I found that still no downtime credit was given I once again put complaint to the customer care (complaint no 5772938).
The official site of Tata Indicom displays the email Ids and phone numbers of the nodal officer and customer care. I then mailed to customer care and the nodal officer on 18 May, I supplied them all the details and requested for the downtime credit. I received no reply for the same. Then I sent a follow-up mail on 23-May as I had to pay my bill before 26th and so wished that if this could be settled before that. I received reply on 25 May that the billing team is working on the same and the downtime credit would be given soon. Meantime I paid the full bill amount to avoid any late charges etc.
I was hopeful that the downtime credit would reflect in next bill. Meantime on 05- Jun the connection again went down hence I registered a complaint with customer care again. The connection is still down (on 16-Jun).
On 11 Jun the new bill was generated and once again no down time credit reflected at all. This was shocking for me and I immediately sent a mail (from some other place as at home I am still disconnected from internet) to customer care and nodal officers. The same evening Mr Yogesh called me and assured that downtime credit would reflect in my account within 2 days. The customer care in turn replied me the next day (12 Jun) and assured that the downtime credit would reflect soon. But still no downtime credit is reflecting in my account. I have sent a follow-up mail on 14-Jun but no reply. Also the connection is not working. Also I tried to call the nodal officers on the land line and mobile numbers mentioned on the site but no one answers these numbers.
This whole thing caused me a great trouble. Three years back I chosen to go for 'Tata Indicom broadband' and after that I found few relatively cheaper broadband internet service providers but I always trusted in the Tata brand for their quality and service. The higher level officials of the company need to look into the matter and see if the complaints are resolved properly and within time and the service is not spoiling the company's image in people.
Labels: Amit Gugale, bad experience, complain, connection, customer, downtime credit, Internet, ISP, Nigdi, problems, Pune, service, Tata Brand, Tata Indicom Broaband Limited
posted by PressMart Team at
12:59 PM
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