[Resolved] Tata Docomo — Poor Service No refund

User1978

Address:

Thiruvananthapuram, Kerala

I went to Tata Docomo Showroom at Vellayambalam and got a new Tata Photon Plus connection couple of weeks back. I clearly told those guys that I want to use it at home and requested them to make sure that the coverage is there. They gave some story and sold that device to me. To my surprise it didn't work at all at my place. It was taking minutes to open even google and speed was pathetic. I took it back to the show room again and asked them to replace it. But they promised to send a technician to address the problem. But the technician didn't show up and after at least 12+ calls to the show room and customer care finally the technician came and looked at the device and told me that there is no coverage. My home is not too far from Trivandrum City and still Tata Photon doesn't have coverage there. It was shocking to me. Again after another 10+ calls to customer care they agreed to refund my money. So I again went back to the show room at Vellayambalam and returned the device. I was told that the refund will come in 3 weeks. I didn't have any issue with Tata Docomo taking 3 weeks to refund the money even though I believed it was irresponsibility from their side to ask the customer to wait even after proving to them that their service doesn't work. But even after waiting 3 weeks the refund never came. I made several calls to customer care and the show room at Vellayambalam. Those guys acted as much irresponsible as possible and never cared to address the issue.

Its more than a month and half now. Still no refund. I made several attempts to talk to a manager at Tata Docomo and explain my situation. But customer care execs never forwarded my call to any managers. I am sure I would have opened at least 3 complaints for the same and made almost 20 calls to get the refund done so far. But no luck.

First of all, Tata Photon doesn't have proper coverage in Trivandrum. They shouldn't have sold that device to me. And even after causing so much inconvenience they dont care to refund my money.

This is what I expect from Tata Photon: Refund the money and apologize for the inconvenience caused to the customer and stop selling this poor service to the customer.

And here is my A/C number : [protected]

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Apr 19, 2017

Complaint marked as Resolved

Verified Support

Nov 10, 2011

Tata DoCoMo Customer Care's response Dear Mr. Giri,

Greetings from Tata Docomo!

We sincerely apologize for the inconvenience caused to you.

We request you to kindly provide us your Tata Photon connection details, e-mail id or your alternate contact number which will assist us in doing the needful.

We assure you that we are committed to resolving the issue to your satisfaction.

Should you require any further assistance please mail us at Customer.[protected]@tatatel.co.in or you can call us on[protected].

Thanks and Regards,
Customer care
Tata Docomo.

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arvind,sinha

from Barh, Bihar

Tata Photon+ — customer care never respond

I am Tata Photon+ customer . Since last months I am trying to talk with customer care executive or nodal officer but unable to contact,notwithstanding that waiting hours together on line.
A K Sinha

arvind,sinha

from Barh, Bihar

https://www.consumercomplaints.in/complaints/tata-docomo-poor-service-no-refund-...⇄

hites91

from Bhopal, Madhya Pradesh

Tata Docomo — POOR and IRRESPONSIBLE CUSTOMER SERVICE

Tata Docomo service is one of the most annoying services in the mobile telecom. Frequent activation o[censored]nwanted applications followed by poor customer service are common and damn vexatious. An amount of Rs. 50 has been deducted from my account for the activation of an unwanted application. I registered an online complaint against it and this complaint was closed with no action taken. I called in customer care office regarding the issue and they took no action. I called again and asked them to transfer my call to senior executive officer. Senior executive promised me to refund the money within 24 hrs. But they were good with the words not with the work. I called them again and again and again. These guys are trying to escape from their responsibilities. I want people to let it know that Airtel guys returned the the deducted amount as soon as I called them. It did not take even a minute. That kind of services should be provided to the customers. I spent some Rs. 40 in calling Docomo customer's care office to get my Rs. 50 back. What I have got as yet? Just "Nothing"!!!

S N Giri

from Hyderabad, Telangana

Tata Photon+ — DISCONNECTION & REFUSAL TO REFUND

Bought a Tata Photon+ connection with 6 months advance rental payment. Disconnected within 2 days without any notification or any information. Left clueless for more than a month. Customer care dinn't even bothered to answer and have irritating answers. Final response after 2.5 months and that too with an answer that no refund possible. These people irritate the customers to the core and have an attitude do what ever you want and never accept any mistake from their side.

Tata DoCoMo Customer Care

from Mumbai, Maharashtra

Verified Support

Dear Customer,

Greetings from Tata Docomo!

We sincerely apologize for the inconvenience caused to you.

We request you to kindly provide us the Tata Photon Plus connection details.

For any further assistance please mail us at Customer.[protected]@tatatel.co.in or you can call us on[protected].

Thanks and Regards,
Customer Care
Tata DOCOMO

User1978

See my posting above. I have already given the connection details. What else you need?

User1978

Again I posted the complaint here because I was not getting any response from Customer care even after making 20 phone calls. Each time I call customer care I end up explaining the situation again and again and nothing happens after that. What is the point in asking me to contact Customer care. I returned the device because it doesn't work. I dont understand why cant you refund the money. Its simple logic. No rocket science here.

Tata DoCoMo Customer Care

from Mumbai, Maharashtra

Verified Support

Dear Customer,

We would need your 10 digit tata photon number, Kindly provide us with the same for us to assist you regarding this issue.

Thanks and Regards,
Customer Care
Tata DOCOMO

User1978

[protected]

User1978

I have already provided the tata photon number ([protected]) and the account number[protected] and still no response.

I bought the device on Aug 12th and returned within 2 days. Today is September 29th and I am still struggling to get the refund. :-(

User1978

Still no refund... No response from Tata Dococmo. :-)

User1978

Called up Customer care again. Explained the whole story and requested the customer care executive to forward the call to a manager, initially he refused and later agreed to forward the call to his supervisor. He put me on hold and came back after 5 minutes and told me that the supervisor is busy. :-( I refused to disconnect and insisted him to forward the call to any managers. He asked me ti wait and put me on hold. I waited for 1 hour 5 minutes and nobody came online. Can you imagine waiting for 1 hour 5 minutes to get some customer care guy to address your problem.

User1978

Called up again and clearly told the customer care executive that I was made to hold my previous call for more than 1 hour 5 minutes and no manager showed up. I refused to talk to any supervisors and insisted that I would talk only to a manager as it was my 21st call regarding this. The customer care executive put me on hold for a few minutes and then came back and told that the manager was in meeting. :-( I requested him to consider that it was my 21st call, my refund was relayed for almost 2 months and moreover I was calling up after making me to wait for 1 hour 5 minutes. Customer care executive kept repeating the same and never forwarded to manager. Finally I had to talk to his supervisor. She at least showed the patience to listen to me and tried to help. Again explained the same story and requested her to do something about it.

But I am very disappointed with these IRRESPONSIBLE "Tata Docomo Managers" who are always in meeting and refuses to talk to customers. And also with that customer care executive who made me to wait for "1 hour 5 mins" to talk to these VIP "TaTa Dococo Manager". I am sure no customer deserves this pathetic service.

User1978

My fight still continues... Nobody at Tata Docomo is ready to listen to this...Still no refund. No response. I spoke to customer case thrice since my last post and I was assured the resolution within 48 hours. Even after a week no response. Finally I called up again. The customer care tech lead says he already contacted the person in charge of Kerala and that guy didn't respond. Again I am promised a resolution by Monday...

User1978

BTW Its more than THREE MONTHS SINCE I RETURNED THE DEVICE

Balaji Athimoolam

from Phalodi, Rajasthan

*. First try to get Nodal officer to resolve your problem.
* you better file a case against Tata Docomo in consumer court.

* Also you can file an RTI to TRAI and explain your problem then ask details like
What is the progress on your complaint with TATA Docomo. Why is it taking so long?
How long should it be supposed to take actually to resolve your complaint by TATA Docomo?
TATA docomo Escalation details.
Do they have proper coverage in Trivandrum? If not, why TATA Docomo is selling the dongles with defective service?
Is their radiation level as per Government standard?

Add more questions and screw them in RTI..

User1978

Thanks Balaji for the response. Data Docomo finally agreed to own up their mistake and refunded the money. It took couple of more calls and writing to appellate.[protected]@tatadocomo.com. (BTW there are no nodal officers now and I didn't see any documented escalation procedure anywhere.) I don't really know if writing to appellate helped or not. But I got the refund. I am sure I have spent more than the refund amount to make phone calls to customer care. But I am happy that finally I got the resolution. These guys act so irresponsible because most of the customers just leave it even after realizing that they were cheated. I will never go to Tata Docomo again/recommend it to anybody.