[Resolved]  Tata Sky — Poor Quality of Products

Address:

Bangalore, Karnataka

I have been a subscriber of TATA SKY since its early days. I was happy with your services initially. However the quality of service that you have been providing have deteriorated in every aspect ranging from technical, quality of the products and customer service. I was about to switch from Tata Sky to a different provider a few months back and I had infact sent you a mail with regard to the same. One of the main reasons why I am forced to send a mail once again is because of the nauseating quality of service that I encountered with one of your call centre representatives yesterday night. The remote of the set-top-box failed for the second time last December and it was replaced on[protected]. It has been hardly one year since I have been using the new remote and the it has failed once again for the third time. I am sure of the fact that I have not dropped the remote even once and there is not even a single scratch on it. Moreover it has been sparingly used as I have been out of my house for on-site work most of the time. I just wonder how you provide such low quality products to the customers. I feel this is the strategy of your company to make money out of customers by providing such low quality spares to the customers. “MAKE MONEY BY PENALISING THE CUSTOMERs” and at last blame it on the customer for the way it is being used.

I spoke to one of your representatives named ABHINAY yesterday. It is very evident from the conversation I had with him that these people are not properly trained even on the basic telephone ethics which need to be followed on a call. At last I was successful in making him understand what exactly was the issue that I was facing and he promised me that a supervisor would get in touch with me within two hours for which the request number 1-[protected] has been raised. It’s now been more than 14 hours since the request was placed and I have not yet received any call from anyone at Tata Sky. I have now made up my mind to migrate to another provider. I do not want to be a part of the company who do not care for their customers. Also each time when there was a software update for the Digicomp the response from the box has become slower every time. One of my colleagues SUNIL.B.S whom I referred to purchase Tata Sky has switched from Tata sky to another provider only because the Digicomp had to be replaced barely 13 months after the installation. Even in terms of channels provided the other DTH providers in India offer a wide range than Tata Sky. In this context I would like to question the SUPERBRANDS COUNCIL on what context was Tata Sky recognized as a Super brand for the year[protected]. Were the customers contacted by the Super brands council before taking such a decision to award Tata Sky with such a recognition. I was and I am a lifelong customer of the Tata Sky who is not happy with the services for the past two years. It is HYPOTHETICAL for such a reputed council to recognize Tata Sky as a Super brand. I would not believe or accept any reason which would explain to me that Tata Sky has maintained the highest standards of product integrity and brand development. I would be more than happy and willing to accept it as a Super brand if they have at least made some efforts to win consumer trust. Vikram Kaushik appeared in front of the customers through Tata Sky appealing and requesting its customers to stay on with the brand and help them improve their services. Such acts by a person who is leading a company does not make any sense to make it a Super brand when nothing substantial has been done to satisfy the customers. I placed a request yesterday for the remote to be replaced for which the reference number is 1-[protected]. It is been almost 11am now and I have not received any call from Tata Sky. This shows how negligent the company is when it comes to their customers. The CEO claims that they have a strong base of over 5 million customers and if this is the kind of attitude the company has towards its customers, then without any doubt the customer base which you enjoy now will slowly erode to your competitors. A new connection is being provided by you now for just Rs.999/-. I have paid more than thrice to get the connection when I installed it and now you want me to spend an average of Rs.350/- every 6 to 8 months as recurring expenditure for the Digicomp and remote. With the new pricing it is very clear that Tata Sky is pushing for subscriber acquisition while the company has no plans in place for customer retention. No company can be successful in the long run without caring for its existing customers. You are now losing me as your life-time customer and in this context I would like to remind Mr.Vikram Kaushik and the new CEO designate Harit Nagpal that it is easy to retain a customer like me while it is extremely difficult to get a new life-time customer for you.