[Resolved]  Tata Indicom — No Internet connectivity - Poor Customer Service

Address:

Pune, Maharashtra

Tata Indicom Broadband Service Request no.[protected] Unable to access internet since beginning of Aug 2014 1. When I tried to register the complaint about not being able to browse internet between 1st Aug 2014 to 8th Aug 2014, customer service gave a purposefully evasive reason that Server in my area is down and refused to note down the complaint. Finally on 8th Aug, they noted the complaint (referred above). 2. Details of Issue: I have not been able to browse internet since the beginning of this month. The network status shows connected, but I only get the Tata Indicom Broadband log in page, when trying to browse. No other site is accessible. 3. Bad Customer Service/Causing financial loss to customer - (a to g, below): a. Customer Care failed to note the complaint when first informed. Reason provided was that server in the area is down. This seems a patent response usually provided to slow down the issue resolution process. b. Customer Care does not provide any explanation of what the issue is, nor does it have a good understanding of the technicalities. c. Customer Care maintains false service updates. I was told that customer care tried to contact me on multiple occasions to understand my issue, but failed because I was not available. Truth is that they never tried to call me. I do not have a single missed call from them. d. Customer Care provides false information about my account. They are telling me that issue lies with my static IP. In reality, I do not have a static IP. I would have been able to see the static IP in MyAccount on Tata Indicom Broadband site under Value Added Services, if it was provided. e. Customer Care provides false account of communication between Customer Care executive and customer. Every time that I call, I am surprised to know that some time-line that has not elapsed by the time of my call, was provided for resolution of the issue. f. Every time that I ask about the explanation for not acting on my request, I am told that the request is being worked upon, but never is an update given about who the issue is pending with and when I can expect a resolution. g. When I visited the Tata Indicom Broadband head office in Shivajinagar, Pune, on 16th Aug, 11 am., I was given treatment like a criminal - made to stand at the security gate and not admitted into the office. The Complaints Officer spoke to me on a line at the security gate and told that she would provide an update by 1 pm, the same day. I have yet to receive any update as of 18th Aug, 2014. 4. Service Credit: Monthly rental is collected by Tata Indicom in advance. I was told by Customer Care that I will again have to raise a request for Service credit, when infact the company should provide it suo moto, since it knows that the service was discontinued for more than 72 hours! 5. Closure of Service Requests without resolution of issue without first confirming with the customer if the issue is resolved. I have experienced this a number of times before. I am most disappointed with the service and bad attitude of the staff. Non provision of service credit would amount to financial fraud. Would recommend that people not avail of Tata Indicom service if they have another viable option. PS - The Tatas have long been hailed as the best and most ethical businessmen in the country, but Tata Indicom Broadband shows a different picture altogether. Is it time for a reality check? Regards, Ashutosh