Tata Sky — No proper response from customer care as well as from nodal

Address:

560076

Today Tuesday, 24th November 2015 I called Tata sky Nodal officer number: [protected] and the answer received from Praveen from Nodal desk was not at all acceptable or doesn't make any sense.

I have been told that I have to pay again Rs. 800 to get the set top box replaced which was replaced just 5 months back. Basically he was trying to say that everytime there is a problem it is customer has to bear the expense. My simple question to him is if there device is faulty (would like to mention no physical damage) then why customer bear the cost all the time? I told him that if it happens once in 2-3 years it is still acceptable but if it happens every 5-6 months obviously I wouldn't want to pay 800 rupees extra on top of my annual subscription.

Here was the email is sent them yesterday (Nodal desk office Praveen was already aware of my email as he confirmed on the phone):

On Monday, 23 November 2015 8:44 PM, Aditya Saxena wrote:

Hello,

This mail is with regard to the above mentioned subject.

I would like to express my dissatisfaction towards the way in which the above mentioned request (LC3QCZX) is being handled.

Request LC3QCZX was raised on Saturday 21st November 2015 stating that my tatasky set top box isn't working and have to be checked. I was told that a technician will visit on 22nd November 2015.

I got a call on Sunday, 22nd November 2015 from the technician stating that he will come by 10:30 but he didn't come. Later I got a call from him stating that the set top box need to be replaced (this he decided without even visiting my house and without checking.). I don't remember the contact person name but his number was [protected].

I called tatasky helpline number on 22nd November 2015 evening and requested to speak to supervisor. I was patched to Syed Hussain who was the supervisor there, he told me that he will escalate the issue and make sure a senior technician visit me. I explained to him that this set top box which now have the problem was replaced in the month of May 2015 and I cannot keep on paying for set top box replacement every 5-6 months. It doesn't make sense to pay Rs. 800 (Set top box + technician visit charge) extra every 5-6 months on top of the subscription charges. Syed acknowledged my concern and said that this time whatever the charges will incur will be credited back to my account once the issue is sorted.

On Monday, 23rd November 2015 I got a call in the morning and technician stated that he will visit by 12 noon. However, later I got a call from him stating the same that set top box need to be replaced (without checking) and since set top box is not in stock he will call me back in 2-3 days. Technician mobile number from which he called was [protected].

I again called Monday, 23rd November 2015 evening to tata sky helpline number to escalate the issue. I requested to speak to Syed Hussain but I have been told that they cannot patch directly to same person and I have to speak to the next available supervisor. I gave a node and they patched me to Naresh around 18:50 hrs evening Monday, 23rd November 2015.

I would like to mention that Naresh (supervisor) behavior or the way of dealing with the issue was not at all upto the mark that of the supervisor. He was talking to me as if he is a first level executive and keep on stating the same thing that he will escalate the issue (the issue which is already escalated). He keep on repeating the same things which I already know. He told me that didn't the technician convey to me that the set top box need to be replaced. Now if he is saying that I am assuming that the technician updated the request LC3QCZX stating that set top box need to be replaced without even checking? I finally disconnected the call as I didn't see any point in talking to Naresh who was least empathetic and not ready to listen to the concerns I had.

After putting the phone I got a call from a technician that he will visit tomorrow that is Tuesday, 24th November 2015. The number I got a call from is: [protected].

Here are my concerns or points which I would like to put forward:

1. How come set top box can have problem every 6 months when first time it happened after 3.5 years? This is not a new connection it is there since March, 2011.

2. I cannot pay Rs. 800 every time on top of package subscription. What are the option that I have?

3. There was no physical damage to set top box last time (May 2015) and this time as well. So what I am paying for?

4. Who will compensate for the days on which set top box wasn't functional?

5. How you can make technician / supervisor better trained so that customers like me don't go through pathetic experience.

Please feel free to call me if you need further information from my end.

Regards,

Aditya Saxena