[Resolved]  Tata Photon Plus — Faulty Device Not replaced for past One Month

Address:

Panchkula, Haryana

Please check the trail mails sent to Nodal Officer in TATA Services. First complaint against the faulty device was submitted on 12th April, 10. It is been more than a month, both Dealer and TATA personnel least bothered about the
customer service.

I would like have money refunded. This is of no good. I am thinking of discontinuing other TATA services that I use.


Hi Rohit,

I am amazed as to how much time is required to get a device replaced. It is almost a Month since I have seen the device I purchased. I assumed that escalating the things would further fasten the process, but it seems that TATA personnel are bent to prove me wrong. Is that so?

If yes, I request you to please return my faulty device. I will keep it and will forget about TATA services. Also, I promise that I will replace all the TATA services that I use.

Thank you for the prompt responses and resolution.

Rajat Gupta.

Note: I think I have made a mistake by escalating the issue.

From: Nodalofficer Punjab [mailto:Nodalofficer.[protected]@tatatel.co.in]
Sent: Thursday, May 06, 2010 5:01 PM
To: Gupta, Rajat
Subject: PB /Nodal Esclation/ Ac no.[protected] / Mr. RAJAT GUPTA / Internet Device Issue

Dear Mr. Rajat,

Greetings from Tata Indicom!

Thank you for writing to us at Tata Tele Services Ltd.

With reference to your appended mail and telephonic conversation regarding the device issue, we would like to inform you that your case is under process. Further, we have already forwarded your case to our concerned department and will shortly revert to you.


Assuring you of our best of services at all times,

Yours sincerely,
Rohit Gupta
Nodal Officer - Punjab
Tata TeleServices Ltd.
________________________________________
From: [protected]@Dell.com [mailto:[protected]@Dell.com]
Sent: Tuesday, May 04, 2010 6:03 PM
To: Nodalofficer Punjab
Cc: Nodalofficer Haryana
Subject: RE: Photon Device not working for past 1 month
Importance: High

Dear Rohit,

Thank you for the prompt response. However, I would like to mention about the ‘not so customer friendly attitude shown by the TATA Services’. I work for Dell International as you might have noticed, due to my late night shift timings, I unable to go to the dealer for all the work that your representatives are asking me to do. I would really appreciate your understandings here as to sleep is far more important for me then to get a faulty device replaced by visiting a dealer again and again. I have already devoted enough time to get the device replaced. Be assured I was a loyal TATA customer using TATA SKY, TATA INDICOM services as well, but this incident has left a bad taste.

Here, is what TATA Services can do to gain a satisfied customer. First, I request you to please guide them to send a service technician to my house address to pick up the box and deliver the replaced device. Second, I would suggest you to waive the rent for the month of April as the device was not with me and I have not used it ( I ready to pay my bill till 12th April to the point I have used the device).

Being in the same customer centric profession, I assume that you would understand the gravity of the situation. Kindly oblige.

In case, these things are not possible, please revert to me with the email address for a higher level of escalation and as to how I can get the device refunded.
Regards,
Rajat Gupta






From: Nodalofficer Punjab [mailto:Nodalofficer.[protected]@tatatel.co.in]
Sent: Monday, May 03, 2010 9:42 AM
To: Gupta, Rajat
Cc: Nodalofficer Haryana
Subject: RE: Photon Device not working for past 1 month

Dear Sir,

Greetings from Tata Indicom!

Thank you for writing to us at Tata TeleServices Ltd.

We truly value our relationship and sincerely regret for the inconvenience caused.

With reference to your appended mail and telephonic conversation regarding the device issue, we would like to inform you that your complaint regarding the same is under process vide reference number[protected] and is expected to be resolved by 6-May-2010. We request you to bear with us in the interim.

We assure you the best service at all times and look forward to a warm and long-standing association with you.

In case you should require any further assistance in this matter, please feel free to contact me on

Telephone no. : [protected] (Nodal Desk no.)
Fax no. :[protected]
Email address: nodalofficer.[protected]@tatatel.co.in

Assuring you of our best of services at all times,

Yours sincerely,
Rohit Gupta
Nodal Officer - Punjab
Tata TeleServices Ltd.
________________________________________
From: [protected]@Dell.com [mailto:[protected]@Dell.com]
Sent: Mon 5/3/2010 2:17 AM
To: Nodalofficer Haryana
Subject: Photon Device not working for past 1 month
Dear Vijayasekara,
I would like to inform you about the incompetence of the dealer and the service center to which I filled a complaint about the faulty Photo + device. Despite my friends warning about the lack of services, I purchased this device on 31st March 2010, however, the device failed within first 12 days from the date of purchase. I filled a complaint on 12th April with customer care services and was informed that a technician would come to my place to check the device.
Technician himself checked the device and the notebook that I possess, he confirmed that the device is faulty and needs a replacement. He mentioned that the service center is in Chandigarh. Due to my late night working hours, it is not possible for me to visit the service center in the day time. He then mentioned to contact the Dealer as the device was within one month from the date of purchase. After contacting the dealer, I came to know that they would ‘OBLIGE’ and will send the device to the service center. I visited the dealer 4 times before I got the same device back. To my utter surprise the device was still not functioning.
The device is still with Dealer and is still not been replaced.
I would just like to know how would you compensate the loss of time, energy and money that I have already put in to get this device replaced. I assume I will have to pay for the rent of this faulty device which I have not used for past 3 weeks. Also, please tell me as to ‘Why I should recommend the TATA PHOTON to my colleagues, friends and family’?
In case nothing can be done, then I would request you to please get the device refunded, so that I can invest in a proper wireless connection that would work and cater to the customers need.
Photo + Number: [protected]
pESN: 80977888
MEID: A[protected]F
Regards,
Rajat Gupta