Dear Madam / Sir,
This is with reference to my Tata Photon Plus Mobile Broadband Internet connection (A/c No. 978698304) which I have been using for over 6 months. I recently tried to get some issue sorted out by their Customer Care (1800266121), but their CCE seemed to have misguided me to update the wrong drivers for my modem device (Olive V-ME101 on 64-bit Win'7 HP). This not only didn't resolve the original issue (my 64-bit Win'7 PC used to hang up after I closed the TI Dialer with "Close Application and Safely Remove Device" option), but made my device inactive. Strangely, after the "update" of drivers, the modem sensed the network but started giving the error "Not Found modem device" when I clicked on "Connect" icon in the TI Dialer. Though I logged the complaint with TI CC again, I was asked to visit their Gallery to have the same resolved "promptly". At the TI Gallery too their staff fiddled with the device and uninstalled & reinstalled the dialer s/w on my laptop with no success. The person gave up and asked me to go to the Olive Service Centre to have it checked and repaired. By the way, the device worked fine with the TI staff's laptop (though it had a newer version of dialer).
Further, the TI staff gave me the wrong address of Olive Service Centre, and I had to check the correct one from the Olive website and find the nearest SC on my own.
To begin with, I do not understand why TI asks customers to follow-up with their partners, particularly when the device is within warranty. TI should handle such complaints themselves and have back-to-back service agreements with their device partners to avoid inconveniencing TI customers. Though I have given the faulty device to Olive Service Centre (which is far from my residence), TI has promptly closed the complaint I lodged with them. I wonder if Olive will provide me with the repaired (else replacement) device, or I need to approach TI for a replacement, if required.
Though my grievance / feedback on the above issue has fallen on deaf ears at TI Customer Care as well as Gallery, I request TI Management to look into such issues where their customers are having to run from pillar to post to have their complaints resolved. I understand that there are certain issues with Olive USB modems which TI used to provide its customers earlier. Seems TI provides other makes / models of USB modems due to this. However, I would like to know why they didn't / don't give the option of choosing the device to customers ??? If Tata Indicom 'forces' customers to accept whatever device they are provided with (even if it has known h/w issues), then it is their duty to get the same repaired / replaced whenever their customers face such problems. Else, customers should have the choice of device, so that they can buy the one which has a better reputation for quality standards. I hope TI will replace their policy and improve their laid-back approach and take proactive steps to improve customer satisfaction .