[Resolved]  Tata Docomo — Worst customer service and nobody listens

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New Delhi, Delhi

Hi All, I am a customer of Tata Indicom Delhi . Please read my trail mail and please be apprised that: 1. Since 13 May I am not able to use the device properly 2. The call i got from retention team didn't deliver as promised 3. Delhi Appellate officer was not at all understanding courteous or helpful I would request any of you who still is doing the job with customer focus in mind, to escalate it forward or please reply with the right authority for this escalation. Else i have no choice but to escalate it in TRAI and customer forums. Would request for any final help before i lose faith in this brand. regards, Anupam Rawat anupam.[protected]@gmail.com +[protected] +[protected]India) BB PIN : 75EF0037 Skype : Anupam.Rawat10 "Make your Life Great" [protected] Forwarded message[protected] Anupam Rawat <anupam.[protected]@gmail.com> Jun 13 (3 days ago) to listen, nodalofficer, customercare.d., appellate.kera., Appellateautho. Mr Satish, I have already given my reply and I guess you should read the details of my account carefully before drafting such an 'ambiguous' mail. Also I have two feedback for you that you should take up constructively: 1. Please LISTEN to customer on call and call back if call gets disconnected 2. Please check the update on issue from your other teams working on issue before wasting time on drafting long responses. If you are not ok with the resolution provided to me by your colleague in retentions then pls check with him. If you are trying to sell me anything which I dont want then pls dont waste my time. I will escalate this further if people are not ready to understand my concern. I am seriously unhappy with customer service and now appeallate team. If you differ to what I have requested pls send me the escalation matrix and emails and contacts of right peolle to talk to. Regards, Anupam Rawat anupam.[protected]@gmail.com +[protected]India) BB PIN : 75EF0037 Skype : Anupam.Rawat10 "Make your Life Great" From: "Anupam Rawat" <anupam.[protected]@gmail.com> Date: 13 Jun 2014 18:52 Subject: Re: [protected] Worst service of TATA Unclosed Service Requests #[protected],[protected],[protected] To: "Appellateauthority Delhi" <Appellateauthority.[protected]@tatatel.co.in> Cc: Hi team, As discussed with Mr. Vineet I asked for the 30 GB plan and I am ok to continue with Tata until and unless I get proper help and assistance on time. Following 3 things are told by Mr. Vineet 1. No charges for the concern period from 13 May to 13 June 2014 2. 30 GB plan will be activated today 3. Within 2 hours my device will be ready to use with the said plan If this is correct please go ahead and close the request now. Also I appreciate Mr. Dharmender Rathore from retention team for being a good 'Listener' to my problem which all the others lacked. Rgds Anupam Rawat +[protected] On 13 Jun 2014 15:15, "Appellateauthority Delhi" <Appellateauthority.[protected]@tatatel.co.in> wrote: Dear Mr. Rawat, Thank you for writing to us at Tata TeleServices Ltd. We acknowledge the receipt of your mail dated June 10, 2014 regarding Tata photon number [protected]. We sincerely regret for the inconvenience caused to you. With reference to your appended mail and in continuation to our telephonic discussion on dated June 13, 2014 on your alternate contact number-[protected], we would like to inform you that your concern related to aforesaid number has been crosschecked by our concern team and an Engineer visit has been done on your present address on dated June 13, 2014 same confirm by you during the call. During the Engineer visit it was found that speed of your photon device has been capped and connecting in 1X speed as currently you are using "[protected]@1200Cap Plan” and you have already consumed 12062 MB Data on dated May 24, 2014. Further we wish to inform you that the speed of your photon device has been restored with up to 3.1Mbps from June 13, 2014. We would also like to inform you that as per our discussion your bill will be generate on date June 15, 2014 and all non-usages rental will be adjusted by our side as well. During our conversation we have suggest a beneficial plan according to your usages as per below mention – “[protected]@Rs.1000Cap Plan” and same plan will be effective from July 13, 2014 on your next billing cycle as per the process Please drop a line of confirmation for the plan activation. You can also visit our website www.tataphoton.com for more information. We appreciate and hope for your continued support to help us in our effort to provide you the best of our services Yours sincerely, Satish Kumar Appellate Authority Desk Tata TeleServices Ltd. ________________________________________ From: Anupam Rawat Sent: 10 June 2014 22:12:43 (UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi To: Appellateauthority Delhi; appellate kerala; listen; Customer Care Delhi; Ankur Rawat; Ankur Rawat Subject: Worst service of TATA Unclosed Service Requests #[protected],[protected],[protected] Hi all, My brother Ankur Rawat and I use this tata photon for internet access purpose and we have a MAJOR UNRESOLVED ISSUE SINCE A MONTH now, however the way our issue is being treated is not at all professional and as per standards. 1. I am using the tata photon+ device with number [protected], in name of Mr. ANKUR RAWAT, brought from Delhi in kerala since 14 April 2014, first month it was fine but towards the end there were major connectivity issues and many problems related to your customer service. 2. 13 May 2014 we reported a complaint with service request #[protected] which was closed without our consent or approval on 17 May as resolved which was not the case 3. Many calls and complaints were made and another service request #[protected] was given and closed again WITHOUT the issue being resolved. 4. I gave my number to many customer service agents and also called while on roaming but a proper call back from the right team at right number at right time couldnt be arranged even after many reminders from my side. 5. Please note that none of the bill cycles were missed by us and we always paid our dues on time, HOWEVER BESIDES THAT THERE IS NO SERVICE PROVIDED TO US WHEN WE ACTUALLY NEED IT. 6. keeping this unfortunate scenario and series of event in mind I asked for a cancellation request which the agent proactively submitted with number[protected] and further complain service request number[protected]. Now please advise on the following points: 1. Why didn't we get service or support in kerala or from delhi Tata teams? 2. Why there is constant follow up required by us and no direct process? 3. Why the service requests were closed without customer consent ? Why do you want it to NOT impact your service quality scores and why proper escalation matrix denied? 4. Why should I pay for this month? 5. Why should I stay with Tata photon? 6. How can I escalate as there was major loss of TIME, MONEY and PEACE OF MIND in this entire episode? I want a senior person with proper knowledge and understanding to take this up. My next level of escalation will be consumer court. Anupam Rawat anupam.[protected]@gmail.com +[protected] +[protected] Skype : Anupam.Rawat10