Tata Photon Plus — Wrong usage info, poor customer service

Address:

Pune, Maharashtra

Hi friends, I am writing to inform you all about the extremely pathetic customer services Tata Photon Plus has been providing.
I purchased a TATA Photon Plus Prepaid No. [protected].
I recharged my account on the 5th June for Rs.650 and got a balance of 1GB and validity till 5th July 2010 (this was one of the previous plans). For some reasons I was unable to use my MB and on 4th of July that is one day prior to the expiry of validity I downloaded data and did some video chatting to consuming my data. Usually I receive 4-5 SMS on mobile informing of my balance MB everyday but that day I did not get any and thinking that I am still way behind consuming my 752 MB I kept using the net.

On 7th July I recharged my account with Rs.200 for the month as my validity was over, but after recharging when I tried to connect to net the system would give me error 658 which means no balance. When I contacted the customer care they informed me that I had a negative balance of 350 MB (even after recharging by 250 MB) as I went overboard on 5th July.
Now how can one go beyond the assigned MB when you are on a prepaid plan, the reason in my view to have a prepaid plan is to keep a check on the usage so that you don’t go beyond, but TATA PHOTON PLUS HAVE DEFIED THE LOGIC BY LETTING PEOPLE GO BEYOND THE LIMIT WHEN ONE IS ON PREPAID PLAN. I was shocked to know this and I asked why I was not informed of this while I was using the net on 5th July; to which I was informed that the server was down for 4 days from 5th to 7th July so they could not inform the users of the balance through sms or on their account.
How can one then know of his usage then, also as per the usage calculator of photon plus usage for video chat would be around 56MB per hour so I was suppose to remain well below my data of 758 MB.
I spoke to numerous people like Rohan Kale, Sapna Kshirsagar (Operation managers) who after assuring to revert to me in 24 hours never bothered to call back. I continued talking to different people for a week enquiring about the problem some of them even hanging up or putting me on hold for 10 min and never coming back.

Finally I decided to check the entire usage of mine and downloaded all my usage data from the account and had the shock of my life, my usage for the last month that is from 5th June to 5th July was 956 MB and the usage on the 5th July was only 578 (I received several SMS on 4th July that my balance was 752 MB), so how could I go into negative which means I used 1300 MB in one evening. I then called the call centre of Tata Indicom photon plus on 18 July at 12:05 am and got to speak to Mr. MANOJ SHIRIGIRE, I explained him the entire episode and asked him to call his manager Rohan Kale or Sapna, to which he informed me that they were not present and had left, I requested him to let me talk to any manager, he informed me that there are no managers in the call centre in night, I then asked for his employee ID so that I could confirm who I was talking to but again I got a answer in no.

Is this the way Tata Indicom works, giving wrong info on usage, people calling themselves operations managers giving false assurance of looking into the matter but never getting back, customer care executive (not sure whether they really care) not directing you to the higher manager and thus saving the managers from genuine and justified anger of the customers.

Tata Indicom may have invested heavily in the infrastructure which has certainly helped giving a good performance but they should remember they are in the service industry where the service to customer is paramount and but this aspect has been neglected COMPLETELY.

I would suggest customers use Photon Plus at their own risk as the high speed surfing is complemented by high mental torture at the hands of their customer care guys and their illogical system that calculates the usage.