Tata Photon Plus — NETWORK/ BILLING ISSUES

Address:

Bangalore, Karnataka

Hello Sir,

My Tata Photon Plus number is [protected]. I have been in middle of an issue from 15th Oct 2011 and trying to find a resolution which has consumed more than 15 hrs of my active time (more than 25 calls to Customer care, 3 calls to nodal officers, many e-mails to Customer Care and already 2 calls to nodal appellate but no call back or response) and hence, I am dropping you this mail.

Original Issue: I have connectivity issue in my Tata Photon device from 12th Oct 2011 which has been identified to be a network problem (on 6th Nov 2011) and was informed to be resolved only on 1st Jan 2012.

Billing Issue: when I raised this issue to the customer care multiple times in the month of Oct 2011 to the Customer Care, one had instructed me to change the “std code” settings in my laptop, another customer care personal asked to me check if the device settings are intact, another asked me if am in roaming and convinced me that might be the issue at all (I was at Anna Nagar, Chennai although I bought the device in Bangalore).
When I returned to B’lore in the month of Nov 2011, I found the device was not working in the original location too! A technician attended from Tata Photon+ after another call and said it was a network issue and the call would be routed to Network team. I was misguided or fooled by all the customer care persons whom I called in the month of Oct 2011.
I have been provided discount only from the day the call was routed to Network team in the Dec and Jan bills as the resolution of the original issue was only on 1st Jan 2012. I had raised a request claiming discount for around 20 days (in Oct) for the Nov bill when I did not have connectivity for none of my reasons! On every call, the discount for the subsequent months was quoted and the 20 days issue was not either cared or overlooked!

Even for the requests I raise, I had to call back customer care to find its resolution after 2 days!!! The response has been pathetic both from the nodal officers and customer care. As a result, I stopped using my device on 29th Dec 2011 and have informed the nodal officers (Sunil and Anitha) about the same to do their bit and help me out of this issue but I have not heard any responses from them so far.
Since then, I have called customer care 4 times, nodal officers 2 times and further 2 more times nodal appellate but in vain in the month of Jan 2012 (Even for a request raised on Jan 5, no resolution was informed to me). When I atlast called the nodal appellate on Jan 24th, I had explained the whole issue for 15 minutes and he had asked me to wait on the call while he has a look on the issue. The call got disconnected at around 25 minutes and I couldn’t reach back to nodal appellate and the least I expected, if not a resolution, was a call back which I did not get so far.

I have already faced a lot of pain and hardships being a Tata Photon+ customer!!! A nodal officer (Anitha) said that having paid your Oct 2011 bill, you can’t claim discount on a paid bill as it is our company policy, please understand and move on! That’s the reason I have stopped payment and waiting for adjustments in Dec and Jan bill for a 20 days discount in the month of Nov 2011 that I was supposed to. Never in a service provider, I have found nodal officers who have apathy for their customers except for Tata Docomo.

I am posting this with the least belief that this issue will be resolved in the coming months or years!