[Resolved]  Dish TV — Overcharge/No response from cust. care & toll free no./habitual disregard to existing customers

Customer Care, Date: 27th Apr. 09
Dish TV
Sub: A complete disregard to consumer service orientation…
Ref: VC No. [protected] (Vasu Deva Sharma)
(Few complaint nos. for ref. # 23881132; 24028532; 24201591; 24244002 &[protected]
Dear Sir,
I am very pained to mention the agony faced because of casual approach taken by you in addressing my problem. I am giving below the sequence of event for your understanding:
• On 4th April I started facing problem in viewing your programme (picture / sound disappeared with a message of “No Signal”). The fault gets corrected once I switch OFF & ON the STB.
• But it became a frequent issue when I decided to lodge a complaint on 7th April with the call centre.
• An Engg. visited on 8th April and after checking the problem, informed about problems with STB. He took the STB with him and told us that the approx. expense to fix the problem would be around Rs. 350-400 only. The name of the Engg. is Sarvesh Pandey (Cel No. [protected]) from a dealer in Laxmi Nagar, Vikas Marg.
• The nightmare actually started after this as inspite of regular calls, I was not told the fate of my STB. I was given a number of Mr. Kailash (Cel No. [protected]) who is supposedly the owner of the dealership.
• As calls to them yielded no results, I logged a complaint (No. 23881132 with Vivek at 10.30 PM) again on 18th April about no response from the dealer & non-return of the STB.
• In response to this complaint, the STB was returned to my house on 20th April with an estimate of approx. 1600/- as cost of repair. As I was not present at house, when the STB was returned to me, I checked the STB once I was back.
• To my surprise, the STB was totally “Dead” as there was no power supply also.
• I called up and checked with the dealer, who said that I need to agree to pay a sum of Rs. 1600 (approx.) as repair charges of the STB. It is important to note that you are offering a complete new hardware at approx. Rs. 1500/- now.
• The dealer was not willing to talk anything beyond that.
• On 21st April I again I again logged a complaint (No. 24028532 with Ritesh at 11.45 PM) higher estimates (overcharging), in-ordinate delay in redressal, and waiver of rental for all days when I am unable to view the channels. I was told that somebody from Tech. services will resolve the issue, but nobody called.
• After that I kept on talking to your customer care and narrating the story from scratch without any solution:
o 23rd April: at 5.40 PM (Rajan): Phone got disconnected after a long wait
o 24th April: 11.25 AM (Nitin): complaint no. 24201591
o 25th April: 9.40 AM: complaint no. 24244002
o 26th April: 8.00 PM: complaint no.[protected]given the same old no.)
o 27th April: 1.15 PM (Gaurav): Line got disconnect after I narrated the story.
The most astonishing part is that at each call, I was told that the grievance is showing as resolved in their record. In fact I got two SMS also today afternoon saying “your dishtv complaint no. 24201591 is resolved. We hope you are satisfied with the resolution. In case of any concern, call on [protected] with your complaint no.”
I do not know what type of complaint redressal system you have!!! I would also put on record that during last summer, I experienced a similar type of issue when after chasing everybody in the system and visiting to you Noida office twice, finally I had to take the STB to your Lawrence Road office and pay approx. Rs. 1500 to get the STB repaired. I was given a different STB as replacement that time. After one year I am again asked to pay Rs. 1600 for the repairs.
Now I would like to request:
• Get the STB repaired asap
• Provide waiver on rentals for the days (from 4th April till the date of re-installation of STB
• Do not charge penalty for re-connection as my connection is due for payment now
• Take up the matter with your dealer (for the sake of your own business interest, as it is said that retention of old customer is 5 times cheaper than getting a new customer)
It is also important to mention that I am your customer for last 4+ years and the STB & VC Card is given to me against refundable security. Please let me know the procedure of refund also so that I can get rid of all these problems time and again (In case the present problem is not resolved).
Requested to hear from you…
V.D. Sharma