[Resolved]  Dish TV — Complaint against Dish TV Call Center: : Lethargic attitude and no ownership at call center at Dish TV, dish TV channel recharge

Address:

Jaipur, Rajasthan

Subject: Lethargic attitude and no ownership at call center at Dish TV, dish TV channel recharge.

This complaint is on Dish TV customer care (call center). Dish TV call center is not competent enough to handle customer's sensitive issues. Their call centre boasts on minimum 2 hours TAT and maximum 24 hours TAT to address the issue and provide a resolution to the problem raised by customer. This case which I am referring to took more than 96 hours (4 days) with no resolution at all. Complaint is against VC no. [protected]
One instance happened with me. On 7th April '11 I recharged my Dish TV account via net banking (using debit card). Today is 11th '11 (10.30 pm), the amount has been deducted from my A/c however my account has not been recharged till date. Moreover, I am getting system generated calls that my connection will get deactivated on 11th Apr '11 as this being the last date. I am completely unhappy the way sensitive escalated issues are addressed at this call center. On top of this they have stopped taking payment from HDFC net banking but have not at all intimated to customers via their website (another flaw). Also their website does not provide we customers the escalation route which is a mandatory requirement for any corporate which is providing customer service. I request that this matter to be taken very seriously and company should be penalised for all the basic requirements they are not adhearing to. I also requested with supervisors and managers at call centre over call that I need to be connected to call centre head and the same was denied right away (this is not at all acceptable again). Also no staff at any level is authorised to take an exceptional call / stand in cases of high sensitive escalated cases.
I have written 9 emails to customer care, more than 11 phone calls to call center but all in vain and was totally helpless and frustrated.
Names of the Dish TV call centre (Noida) staff who have handled my this case inappropriately (via email and on call): Deepak Kumar, Mr. Sachdeva, Parul, Asif, Sumit Kumar, Shazia Khan, Adil Shafi, Manisha Gairola, etc.
In case this customer complaints website can assist routing such customer complaints to the concerned corporate, I would request you to pl. arrange a call with All India call center Head at Dish TV (if feasible). If not, pl. suggest an alternate route to get in tocuh with him / her as person at that level should be aware of the ground level inconveniences faced by the customer.