[Resolved]  Big Tv Dth Service — INCORRECT PACK ACTIVATION,

TO BIG TV CUSTOMER CARE HEAD

I am your existing customer of your DTH service from Sept 08. I have multiple connections at home ( two TV) for which I have two different subscriber ID's.

Details

Primary Subscriber ID :[protected]
Child Subscriber ID :[protected]

Both the subscriber ID's are in the name of my father i.e. Mr. Sudarshan Bhattacharya.
My address where the DTH service is installed is : 463, Dakshinayan Apartments, Plot No 19, Sector - 4, Dwarka, New Delhi -110075. Mob:+91-[protected].

Issue:

First experience : Disbelief

We took the initial intoductory offer & got the same installed & activated after a day.I bought a recharge voucher of Rs 500 after a month to activate sports 2 plus ( Neo Cricket & New Sports) on my primary subscriber ID :[protected]. I was told by the call center that the sports 2 plus had a minimum lock in period of 180 days or 6 months, which I agreed to & subsequently got the same activated on my primary subscriber ID. I also requested for a top up of Hindi movie plus (Rs. 25) & Uni Plus Star Cricket (Rs 25).Rest of the amount I told them to keep as credit balance. To my surprise, Hindi Movie plus got activated but Uni Plus Star Cricket top up, was not activated inspite of me having balance. The status till today on this subscriber ID is the same even after numerous calls to your extremely busy call center numbers. After the experience, did not try to call up the customer care.

Second Experience : Amateurish, Incompetent

On 12th of December, I received two messages from 52241, stating that my recharge on both the subscriber ID's, are due & the due date is 13th December 2008. Upon receipt of the message I visited your site (bigtv.co.in) the same evening. I saw three modes of recharge available to an existing customer i.e through recharge vouchers, sms IVR, & credit card payment. I chose the credit card option as it was safe, convenient & easy to use. I did a recharge using my ICICI Bank Credit Card for Rs. 350 on my child subscriber ID:[protected]. I did not do a recharge on my primary ID :[protected] as it already had sufficient balance. After the transaction was successful I was issued a receipt acknowledging the successful transaction of Rs. 350.( Receipt no: 000277). I wrote a text to 55454, stating BTVBAL for both the subscriber ID's to check my balance, but to my amazement it asked for a correct 12 digit recharge code & the request was rejected.

I called up the call center for checking my balance & spoke to one of the customer care executives to know my balance, I told him that I have done a recharge through my credit card by using the online credit card payment option, for which I have been issued a transaction receipt, acknowledging the payment. He outrightly rejected my query, by stating that there is no online option available for recharge through credit card & kept on repeating the same inspite of me providing him the details of the transactions. After lot of convincing from my side, he agreed to forward my call to one of his seniors/TL & the same took a cool 40 minutes. The senior (name AJAY) took my call & he also told me bluntly that there is no facility of online recharge through credit card. I told him to check the website (bigtv.co.in) & also told him that I can read out the same to him incase he wishes to. But he was adamant that he was not aware of any such sevice & I need to buy recharge vouchers only, to recharge my subscriber ID's.

Third experience: Foul, Unfair, Deceiving

On 13th of December, I bought three recharge vouchers of Rs 200 each after lot of scouting in & around markets ( recharge voucher serial numbers:[protected], [protected], [protected]). I recharged my primary subscriber ID :[protected] using the recharge voucher [protected] of Rs 200 & recharged my Child Subscriber ID :[protected] using the recharge vouchers [protected], [protected] of Rs 200 each i.e for Rs. 400.

I again called up the call center in the evening on 13th December 2008 & this time I spoke to one Mr. Narinder & explained him the following:
On my primary subscriber ID :[protected] : Starter Pack 3 to be initialised, default regional pack to be Bengali, Top up of Hindi movie plus to be done, Uni plus of star cricket to be initialised & sports 2 plus to remain. (Since it has a lockin period of 180 days for which I had already paid & have a credit balance.
On my Child Subscriber ID :[protected] : Pack Max @ 350 (code[protected] to be initialised, default regional pack to be punjabi, 8 Top ups included News Plus, English Movie Plus, Hindi Movie Plus, Kids Plus, Sports 1 Plus, Sports 2 Plus, Elite Plus, NDTV Plus & Star Cricket.
Mr. Narinder told me that I will get a discount of Rs. 50 on my child subscriber ID incase I go for Max @ 350 on both the ID's, which I refused & told him to initialise max @ 350 on my child subscriber ID only. He agreed to it & told me that he has upgraded & initialised exactly as per my above mentioned requests & it will take 15 minutes time to reflect in my connection.

Fourth Experience : Shocking, Bizzare, Terrible, Distressing

After more than an hour, I called up the call center again, as there was no change in the DTH service in both the subscriber ID's & spoke again to one of the call center executive & narrated him the whole story. To my shock & disbelief he told me that, both my subscriber ID's have been recharged with starter pack 3 & there is no way that can be changed. He agreed that there was a mistake on Mr. Narinder's part in recharging the monthly subscriptions. After I demanded to be attended by a higher official he put me on hold & gave me a complaint number for incorrect pack ( Complaint Number:[protected]. I insisted for talking to a senior official, for which he agreed to transfer my call & did put me on hold for the same. But after holding on to the call for 45 minutes, I ran out of energy & steam & had no other option, but to ultimately disconnect the phone from my end.

I feel cheated, betrayed, distressed not to mention agonised after going through all this. Following queries remain unanswered for which I seek a clarification:
WHAT HAPPENED TO THE AMOUNT OF RS. 350 DEBITED ON MY CREDIT CARD FAVOURING " RELIANCE INFOCOM".
I WANT BOTH MY SUBSCRIBER ID'S TO BE RECHARGED EXACTLY THE WAY AS CONFIRMED TO ME DURING MY THIRD EXPERIENCE
I NEED TO KNOW MY EXACT BALANCE AFTER DOING THE ABOVE RECHARGE ON EACH OF THE SUBSCRIBER ID'S.
A ROBUST CALL CENTER IS THE NEED OF THE HOUR & THE ONLINE FACILITIES AS MENTIONED IN THE WEBSITE TO BE PERCOLATED DOWN TO ALL WHO HANDLE CUSTOMER CALL.
Please look into this at the earliest possible so as to resolve all the issues as raised by me.

regards
Sandeep Bhattacharya
Mob: +91-[protected]