[Resolved]  Tata Docomo — Failure of 3G

Address:

Maharashtra

It has been a ridiculous last week with Tata Docomo with absolute no customer service ethics.

The story so far,

7th May 2013: I was a blackberry bold 4 user and migrated to Z10. When i migrated to Z10 my data services wouldn't work so i called the 121 help line. I told them i am using a Z10 and i would like to use my blackberry service and i just moved to the new phone so they transported me to the Tata Docomo blackberry helpline. The agent said i would need to call 121 since z10 does not support blackberry services. So when i called 121 the lady again tried to reroute me saying its blackberry. The point here is that none of them had a clue about Z10. So i sent someone to the Docomo store in bandra as I was in belgaum, Karnataka, and the customer representative said that currently i am on a Diet 299 plan with a blackberry pack of 399. In order to migrate to to a dataplan on the Z10 i will have to deactivate the blackberry pack and take a regular data pack and he suggested me the rs199 1GB data plan since i travel frequently and can enjoy 3G when outside the mumbai circle but he said it would take him 48 hours to activate the data plan. I was so surprised by this that i wouldn't have data for 2 days and i couldnt believe that a simple service like that which can get started in matter of 15min they quoted 2 days. Not going by their word, i called 121 again and this time i told the agent i want to deactivate my 399 blackberry plan so he asked me why do i want to do that since its a beautiful service, i had to lie to him saying i picked up an iphone and i dont need blackberry anymore "cause if i told him i am on Z10 he might route me again to the blackberry helpline" ,so he said ok and took my request to deactivate it and i asked him what is a plan you would suggest. He asked me a set of questions and then arrived at a conclusion that i should go with the Talk 1299 unlimited plan which will offer me unlimited access to calls free of cost if i am on their network wherever i am and plus will offer me 3G service for the first 2GB and then it will work like a regular 2G but the 3G i will be able to enjoy only outside mumbai since Docomo does not have 3G in mumbai. I was happy about this plan and i suggested he could roll me over to this plan but then he said he can't do this immediately since this plan can be activated only from my bill cycle. So he said for the moment I should deactivate 399 blackberry service and activate rs199 1gb pack and call them on the 14th May since my bill cycle is for the 15th of every month. So i said fine and asked him how long will it take my data to begin he said it would happen soon in an hour. He gave me a refrence number and closed the call and in about 30 min i got a message for the deactivation and of blackberry 399 and activations of rs 199 3G. My data plan started. This again the point was that none of them knew the time frames of activation of their own plan.

14th May 2013: I sent someone to the Docomo store in bandra to migrate me to talk 1299, they said they cant do that in that store and will have to go to the santacruz store. So at the santacruz store they said they would need a deposit of 850 to activate the service and to cross verify this i called 121 and they said i could just place a request and it would migrate. I was surprised again the they never spoke about any form of deposit, over 121 i made a request to shift over to 1299 from 15th May which was my bill cycle date. I got a reference number and the call ended

15th May 2013: I get a call from Docomo saying that the request needs to me process for 1299 for which they would need to deactivate my talk 299 diet plan and my 1gb 3G 199 plan. I cross verify if it would happen immediately they say it will be smooth so i agree and then the moment i put the phone down i get a message for deactivation of 199 3G and activation of talk 1299 unlimited. This moment my data collapses. i am cut out from the internet i call 121 at 6pm and they tell me the request is in process and will happen in 2 hours. I call them at 8.30 they say they understand my problem but cant activate data until my plan gets migrated to 1299 and their system still shows Diet 299 and 199 3G plan as active, Then an agent convinces me that it will start by 12midnight. It does not happen

16th May 2013: As i am still in belgaum i go to Tata Docomo gallery, i tell him what the problem is and he looks up his screen and tells me that its still not migrated and shows Talk 299 Diet but the 199 3G plan is deactivated. i told him i need the internet access for soul purposes, he said he would put a complaint but cant help me beyond cause its a mumbai number. It was a ridiculous statement to tell a customer ,one plan ,one service provider and he offers no help saying he cant do much cause this belongs to mumbai and also goes on to say in this store we dont false promise customers like other Docomo stores. So i leave from there and then ask someone in mumbai to visit the Dadar store at 1pm. After an argument the manager arrives and he says its not migrated because the deposit of 850 hasn't been made. Not wanting to get into that debate I ask them to pay the 850 deposit and then I am promised that the plan would change to talk 1299 in 2hours. The service does not start. so at 6pm i send someone to the bandra store and after another argument the manager talks to me on the phone says i understand the issue and i will have it resolved just wait until midnight today. So i tell him i am ok to wait to migrate to 1299 plan but atleast give me access to Data so he said in APN try a few settings after doing those rounds it still doesnt work so he tells me that its cause your plan is on migration so please wait but I will have it resolved tonight. Look at the ordeal Docomo could not provide me a fix for a simple Data plan saying that they cant activate data any more until my plan migrates to 1299 and i am forced to wait and still doesn't happen.

17th May 2013: I call 121 at 8am they tell me its still showing talk 299 diet so i request them if they can do something about my data plan so they turnaround and say they cant start data cause its under migration and adding to it he tells me that if i have waited for so long i should be patient and wait for another day, i felt literally molested by the DOCOMO at this point wish i could break this news to the media online like a crime story. holding my anger i request someone to visit the bandra store again and the manager tell us that we are really sorry but i have taken this to my priority and we will solve it in 30 min. Shamelessly even this was not kept upto so I send someone to the Bandra store again at 6.30 pm and the manager is very apologetic and sorry and he tell me over the phone that he hasnt come across a situation like this ever and he is on it and will keep me posted an resolve it maximum by 18th May 10 AM. 9.30pm i also loose my network now i cant even make a call or receive a call so i hold on.

18th May 2013: I am still in belgaum, Karnataka, I wake up and see the my phone works and this time the Data plan is on too so it has migrated to 1299 as there is a message from DOCOMO that its been migrated but what i notice is that there is no 3G. I do the regular fixes like battery eject, sim eject and restart my phone, check for settings i see i am on dual network so i turn it off and manually click on 3G and it tell me limited access only so therefore i realize 3G has a problem but it is taking the regular 2G network. My APN reads TATA.DOCOMO.INTERNETHVC which apparently is the APN to use for the unlimited plans on DOCOMO. So now i call 121 and the lady picks up i ask her what my plan is so she says its talk 1299 and then i tell her that my 3G is not working, so she responds there is no 3G in mumbai so i tell her i am not in mumabi and i am in a circle where 3G exists so she immediately tells me to check my APN and i tell her i have done that and its TATA.DOCOMO.INTERNETHVC so thats fine, so she comes up with saying that there could be a problem in the network so i tell her there is not problem with the network cause there is another DOCOMO phone that is working fine on 3G, so not knowing what excuses to bring up, she tells me she can't file a complaint at the moment since your are i am om roaming and not in mumbai, again a straight faced lie so i loose my temper and ask her to make sense in what she says so then she transfers me to a senior representative. The senior representative runs through my issues and then tells me that the location i am in does not have a 3G network so i tell her are you normal or do you have any form of conscience and tell her what is it that DOCOMO pays you to just keep having an escapism as a policy to handle customers.

NOW I REALLY DONT KNOW WHAT I SHOULD DO I AM SO TIRED WITH THIS RIDICULOUS BEHAVIOR MY NUMBER IS[protected] IF THERE IS ANY HELP OR IF THERE IS ANYONE LISTENING FROM DOCOMO, ONE SOUL WITH A CONSCIENCE IN THE SUCH A LARGE TELECOM COMPANY THEN RESOLVE THIS. MY 3G IS NOT WORKING AND I SHOULD HAVE THE FIRST 2GB AS 3G ON TALK 1299 ACCORDING TO YOUR PLAN. I AM CURRENTLY IN BELGAUM WHERE 3G DEFINITELY WORKS CAUSE I HAVE USED IT ON THE SAME NUMBER BETWEEN THE 7TH MAY TO 14TH MAY WITH YOUR 1GB 199 RS PACK. . I THOUGHT TATA WAS A STRONG SYNONYM TO CUSTOMER SERVICE WHATEVER HAPPENED TO THAT !!

PS: WOULD LIKE TO ADD THE ONLY THING POSITIVE THAT CAME OUT WAS I DID GET A FOLLOW UP CALL FROM THE MANAGER OF THE BANDRA STORE TELLING ME THAT HE HAS MIGRATED THE NUMBER TO 1299 AND YES I HAVE MENTIONED TO HIM ABOUT THE 3G ISSUE WHICH HE SAID HE WOULD FOLLOW UP