Tata Sky — Nightmarish service at technical department

Address:

New Delhi, Delhi

For the last four days I have been subjected to nightmarish, bureaucratic hell from Tata Sky. On Thursday 28th August after I spoke to an executive who called about some billing details I requested the addition of two Premium HBO channels. These were duly added to my account but the screens on all three HD Plus TVs in my house went blank. A statement on the screen for any channel I clicked on read "You Have not subscribed to this channel" My TV screens remain blacked out to date (31st) i.e. for 72 hours. On the first day I was told there was a software error that was responsible as my account was not reflecting my paid dues therefore my screens were blank - yet TataSky had all the billing details and were fully aware that I was totally paid up with my next payment due in October. Yet no one has been able to address this complaint. I have spoken at least 15 times over the last four days to a succession of junior call centres and so called 'supervisors who have promised variously that they will restore the service in 4 hours to 24 hours every single day. I am appalled at the horrible merry go round that I have had to endure, explaining myself afresh daily to every 'supervisor' or Floor Supervisor' who has no authority to assure me anything and take no responsibility for the complaint. There is no complaint number that I can keep referring to, nor a record of my successive complaints. Therefore each time I get a different person on the line who discovers my problem is related to the Technical Division and promises to put it on some 'high priority' to the mythical Technical Staff who seem to be on permanent vacation. There is no structured hierarchy where I can take my complaint if it is not serviced within a reasonable time. The only authority I can get is the junior call centre executive or his supervisor who is as powerless as him and makes promises of restoration that he cannot deliver NOR held accountable for. Not a single attempt has been made by Tata Sky to contact me and give me information on why my complaint is not being serviced. It is encumbent upon only me to continuously complain and enquire; not on TataSky to keep enquiring if my complaints have been addressed. In fact I was told a floor supervisor would call back as he was too "busy" to attend to my complaint after 4 days of continuous complaints. The indifference and facelessness of this company, the utter lack of accountability and the dead end complaint mechanism has been a shock coming from a Tata company. Its horrible lack of care has been a disillusioning and ugly experience. Till now I am waiting for service to be restored.