[Resolved]  SUN DTH Connection — Erratic telecast & sub-standard service

Address:

Idukki, Kerala

Dear Sirs,

Please find the trailing letter addressed to Sun DTH Company which is self-explanatory. I request you to kindly take necessary and appropriate action to alleviate my grievance at your earliest.

Regards.

GEORGE JOSEPH

Quote[protected]

GEORGE JOSEPH 25.10.10
Nedumpara Building
Pala Road
THODUPUZHA – 685 584


Dear Sir,


Sub: Erratic service by your local Franchisee/ your call centre

Ref: Card No. [protected] R


After a very deep observation and study, with much hope on prompt and efficient service, I had gone in for SUN DTH Service at my home on 13.04.10. after doing away with the existing Tata Sky connection under advice from your people. The main attraction of your advice was that SUN DTH Connection is of latest International DIGITAL Technology. Hence my decision to have your connection. But what I suffered from your people thereafter is in fact mindboggling and unbelievable proving myself to be wrong in my decision to go in for your service. I shall detail the developments in chronological order for your kind information, perusal. And necessary further action:
1. I purchased this connection from your local agent M/s. Sunrise Agencies, Thodupuzha.
2. The copies of the relevant Voucher and the Cash receipts are attached.
3. It may be observed from the above that proper Invoice was not issued against this purchase and installation.
4. From the moment of installation the connection was never smooth and was always showing problems of one kind or the other.
5. Just after one month of its installation we started filing complaints, especially about your Set-Top-Box. But shockingly it took another 2 weeks for your people to attend to the complaints.
6. The main complaint was about breakage in Satellite Link and thereby causing frequent interruptions on almost all channels.
7. As advertised over TV Channels by Sun TV , we took up the matter with your Local agents.. The complaint was made in the last week of August 2010, and they could attend to the complaint only by the 3rd week of September 2010. Ridiculously it took almost 3 weeks for them to attend to our complaint and to rectify it.
8. In between the Remote Control also started giving problems just after 3 months. To rectify this, it took 2 weeks for the agents.



. . . 2



. . . 2 . . .


9. To sight a classic example of the standard of your overall service I may quote a classic example. On 15.10.2010 I registered a complaint (No. [protected]) with your call-centre. Even after this there was no response forthcoming from your side. Therefore I resorted to approaching your local agent; my effort ended in futility as usual. I am wondering how a network like yours have selected such a local agent who shows scant respect towards their customers in conversations and as well as in communications. The language is rude and intemperate most of the times. It is my misfortune that I have to deal with such people, which is shame to your profession. The less said is the better on your local agent.
10. On 18.10.10, I received a call from your Chennai Office, assuring me of remedy within 48 hours. Even after 72 hours of tense waiting there has not been a satisfactory response from any of your quarters.
11. May I surmise as follows: having witnessed the alacrity and promptness of after-sales-service at all quarters of life around us in this period of high competition, I am totally disgusted and disappointed over the lukewarm response from such a prestigious Mega-House like SUN Network Services. Had I had even an iota of inkling of what was in store for me from your side, I would have preferred to go in for any other of the DTH Services, ie. Dish TV, Big TV or Airtel Digital – dishing out a lesser fees than what I have paid for yours .
12. By approaching at levels as yours, I am still hopeful to see some sort of solution to all of my problems. If not, please arrange as below:
a) Restore the old Tata Sky Connection.
b) Refund all the amount paid to you.
c) Arrange to pay compensation for all the mental agony and breach of trust caused by your people thus far.

This is for your kind information please.


Regards.

Sd/-

GEORGE JOSEPH

Unquote --------