Tata Docomo - Service cut even though payment given
dosanjh on Jun 1, 2012
I ported my number from Vodafone to Tata Docomo. My service started around 24th April. Myaccount no. 941442889, ph no 9830740003 in Kolkata West Bengal
1. Payment made but still outgoing was barred:
I got a bill and SMS to pay my bill urgently as I was nearing my credit limit. I registered myself on net and paid the bill on 25th of May online and paid Rs168 in excess. Still my outgoing was barred on 26th. Since then I called 121, emailed at email@example.com, and now firstname.lastname@example.org, AND visited your docomo office. The problem, apparently, is that my no is not showing in your database and hence none of these people are able to help me. Funnily, my number is there on your website so that I was able to register. It shows in your database which sends the bill, it even shows on net to take MY money from me, it also shows in the database which bars the outgoing, but it doesn't show itself to your customer care people or to people who can resume my services.
Later, I had asked your person at your Park street office to get my limit increased so that at least I can use my phone. This was after 4 days of not having outgoing service, which he agreed and finally in the evening of Wednesday, my service was finally restored, but even now, it can be cut anytime because I am close to that limit again.
2. No Customer Orientation, pathetic service, awful customer handling:
Your 121 people do not even have the courtesy to listen to your customer. One of your associate even hung up on me.
I emailed to your listen email service, every time I answered to the mail, a new person replied to it and none of them took time to even read the trailing emails to understand the problem, one of the associate had the gall to write that he can't help me because my number can not be seen in the database so I should write it again - clearly he had not bothered to check the whole email to know that WAS the problem I was complaining about. The other one asked to tell him my phone no so that he can call me, not checking that it is written in the subject line itself and also in the trailing mail. Yet another one wrote that he tried but my phone no was busy, (I didn't see any missed call though) clearly his responsibility ended when he wasn't able to reach me in one phone call. To wrap up my complaint obviously doesn't come in his Key Result Area. Now when I would reply back, it would go to another person and it wouldn't be his headache anymore.
I had gone to your office at Park Street, where I was told, my complaint will be resolved in 2 hrs, I took their ph number to follow up, in case it doesn't happen, after 4 hrs when it hadn't happened I called the number. I called 7 times before a person picked up and told me to call in 15 minutes in a very rude manner and hung up. After that I called again more than 20 times but nobody picked up. So I had to stop my work to go to your office. Then when I went there, I found out that nobody had even done any thing about it. I waited for 2 hours for them to fix it and finally I asked the floor manager, who finally stood still for 5 seconds to listen to what I was proposing, and he called somebody to increase my credit limit so that my service can be started and told me that it will start within half an hour. Since there was no trust in your service I stood there till it was restored. 3 hours and 6 pleas later, finally my service started.
3. False promises:
During sales pitch, I was given a wonderful plan, but I did not note it down. Second day again somebody called, asking me what plan I was given. Once she was convinced that I didn't note it down, she went ahead and gave me some other plan.
I was also told that TATA Docomo has great network throughout India. To my chagrin, I found out that you have no service in Ludhiana, and only patchy services in Bihar and Kolkata. I have to go to two other states for my work viz Odisha and Assam and numerous cities in the interios and I shudder to think what kind of service you would have over there since even in Kolkata my phone goes on roaming sometimes.
Sir, I would really appreciate if you could have pity on my poor self and just CANCEL MY PORT TO YOUR COMPANY AND LET IT REVERT TO VODAFONE OR ANY OTHER COMPANY FOR THAT MATTER. NO COMPANY CAN HAVE WORSE SERVICE THAN YOU. EVEN BSNL, WHICH IS A GOVT COMPANY HAS BETTER RESPONSE THAN YOU HAVE.
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