Tata Indicom India – Horrible Customer Service.
By Ramana Rajgopaul. Filed in Management, People, Raves and Rants |Tags: Customer Service, Router, Tata Indicom India
I use Tata Indicom India’s broad band connection for accessing the Internet. I have been using their service for more than a couple of years and have finally come to the conclusion that I shall not renew my current contract with them when it comes up for renewal in three months’ time.
It has been my experience that at least once, and often twice a month, their service gets disconnected for some reason or the other and I have to go through the agonizing process of first talking to their call center, who give guarantees that are never fulfilled. Let me illustrate my latest experience.
On August 21, 2008 when I tried to access them, I was unable to. I rang up their local engineer who looks after the area where we are located. He said that he would come around and attend to the problem and never did. I lodged a telephone complaint with the company at 8.30 pm and I was assured that the problem will be solved within 24 hours. The next day, the 22nd inst, I tried to contact the engineer without success as either he was switching off his phone or not answering. Much later, in the evening, he finally came on line and assured me that if I called him up after some time, he will be able to guide me to re-set my computer to get access to the Internet. When I called again, he was once again not available. This was after I had once again spoken to the call center where I was assured that my problem would be resolved in just a few hours!
Late at night on the 22nd, I finally got him on the telephone and he said that he was in Sholapur and would return the next day and attend to my problem.
The engineer finally landed up on the 23rd morning and discovered that everything was working alright and suggested that perhaps the router was to blame. He offered to procure a new router and disappeared. Late in the afternoon, he rang me up and asked me to switch on the router and presto, it started working. The problem was with the local distribution center and not with my router. It took them three days to find out this problem and solve it. In the meanwhile, the service center, just acted as post offices do and kept assuring me that my problem will be solved “soon”!
This is not the kind of customer service that I expect from the house of Tatas. I was among those that welcomed Tatas taking over VSNL and expected improvement in their services. I am sad to say that I was wrong.
Sunday, August 24th 2008 at 19:24 |
Oh my, what a horrible costumer service they has!I think I’d be so mad if i were you lol, good thing you have a very long patience..
Need your kind help about my new post.. Thanks..
http://www.obstaclesandglories.com/2008/08/watch-out.html
roses last blog post..Watch out!
Sunday, August 24th 2008 at 21:31 |
Now I know how and why the Indian people have so much patience.
I bet that they will not adjust your bill due to the lack of service either? Therefore you pay for the right to have no service. Give my love to your beautiful wife.
See you in Dec. 08
Sunday, August 24th 2008 at 22:03 |
We lost our broadband internet connection a couple of months ago. It occasionally happens when the weather has been bad, but it is always restored within a few hours at most. This time it didn’t. They suggested it was the wiring in the house. I followed all of their instructions and still no connection. They made arrangements to send technicians out the next day. They didn’t show up. Called the service center. The lady apologized and said they’d be out the next day, which they were.
It turned out to be our router. They were surprised to see it and asked Karen how long we had had that “big thing.” We’ve had it ever since we got broadband and have had no problems with it. They replaced the router and left the old one with us… for a souvenir, I guess. Compared to the old one, our new router is tiny.
We don’t think they ever charged us for the service call or the router.
Mike Goads last blog post..I was told yesterday that my last day of work is next Friday!
Monday, August 25th 2008 at 02:14 |
Arrgh. I hate when things like this happen. It seems they should have better service. At the very least, they could retroactively credit you for the time you didn’t get to use their service.
Monday, August 25th 2008 at 11:49 |
@teeni: In the scheme that I operate, any balance hours left over is added on to the new contract. A nice way to see that the bloke stays on with the same company!! I am still contemplating change over to another host.
Monday, August 25th 2008 at 15:26 |
The problem is with every other customer service desks. You switch to Reliance or Airtel, service will be no better. These guys are heavily understaffed.
More over they know you dont have any option
Mayurs last blog post..God is commercial too?
Tuesday, August 26th 2008 at 04:00 |
I’m glad the connection could be normal again, so I could read new articles from you.
By the way, i agree with the wise-word from your comment: “Wisdom is found in the old, and discretion comes with great age…”
Thank you for sharing.
love elys last blog post..Mother and Child – An Essay
Tuesday, August 26th 2008 at 22:32 |
Thank you.
Tuesday, September 16th 2008 at 22:58 |
Thanks for the link. Sounds like interesting read