[Resolved]  Tata Photon Plus — Customer Service

Tata Photon Plus connection: [protected]
Name: Rahul Paul
Complaint No : 228269


We had a Tata Photon plus data card connection till about a month back. We were quite happy with the speed and didn’t have any problems until last month when we lost our data card device. To get a new device we went to the nearest Tata Indicom true value shop in Jayanagar, Bangalore (where we generally went our pay our bills etc.) to enquire about the procedure and documents needed to purchase a new device. The service person asked us to come back a few days later since they didn’t have the device stock and gave a us a list of documents to get.

We went back after some 4 days and the service person tells us that we have to get done an FIR. We had no clue of this since we were not told this on our first visit. We didn’t have any problem of doing an FIR report but why was this information not given to us? We had already lost 4 days waiting for the device, we might as well had done an FIR within those 4 days. When majority of our work happens on Internet and not having the net for a single day is so critical for us, we had lost 4 days already.

We were really upset with the service and negligence of the service people and we went back the next day and requested for cancellation which was[protected]. The person noted down our request and gave a receipt for the same and told us that we shall receive a call from customer care for cancellation.
While we waited for the call, which we never received within the 3 days, it was time to pay the bill for the gone month which, we knew in any case we had to pay even though we had lost the device and not used the net for almost 15 days of that month.

Hence we went to the true value shop again to pay and enquire about the cancellation. We were told that our cancellation was not yet processed and the reason being ‘many irrelevant false stories by your service person’, which was in no way involving us. He told us that due to some corporate issues they couldn’t accept the cancellation and we have to do it again and since the next month had already begun we were liable to pay the next bill as well. So not we have a few question I need the company to answer us:
1. Why didn’t we receive the call within 3 days of our cancellation request either confirmaing our cancellation or stating that our cancellation was not accepted and we need to do it again? It would have been done well before the next billing date and we would not been charged another 1000 bucks for something we aren’t responsible for.
2. Should we believe the service persons sitting in your true value shops? They have no clue on the details and their attitude with the customers is so very disappointing. For eg: ‘shrugging of shoulders without answering our queries’, ‘not even looking at us while we are talking to them pretending to be busy’…
3. Your customer care asks for a cancellation number which was not given to us by your true value shop service person but has given us a receipt. How do we know your procedures and that we have to have an cancellation number?? Why was this number not given to us at our first cancellation request?? Isn’t this irresponsible behavior by your service men?
4. We have the receipt clearly mentioning the cancellation request with the date, even then your customer care doesn’t accept it only because they cannot see the hard copy over the phone hence cannot believe us. For this reason we are attaching a soft copy for your reference. Please let us know why this receipt is not valid?
5. Its clear that because of poor co-ordination between your customer care and true value shop we have lost an entire month in this cancellation process and we are not liable for any payments. We have received a bill for the previous month which we think we shouldn’t have. By doing this it clearly shows the unethical values of the company and cheating on customers. Why does the customer tolerate and pay for mis-co-ordination between your company service people and negligence??

I request you to look into this matter. As it is, we are very upset with the company and will think twice before venturing into any of Tata products henceforth. Though we know the products are really good and high end quality, the customer care and service people make us think twice because in case of any problems, we have to deal with these people that is what matters to us as customers.