Sun Direct — Poor Customer Services

Address:

Thane, Maharashtra

Dear Sir / Madam

We have Sun Direct Set up Box, whose reference number is Smart card "[protected]", Customer Name "K R Krishnan" . We recharged our account by Rs.800 on 10th June 2011 and by calling the customer care on[protected] we asked to activate our account with the existing package (Basic Shine Hindi) for 6 months. But the customer care executive activated the South package and hence we were not able to view all the channels we enjoyed before. We immediately reported the problem on the same day reporting. Initially we were informed, to get back to the previous package all the amount we paid for recharge would be lapsed and we would have to pay again for starting the old package or be happy with existing package and pay extra to have the other channels. Later, the customer care officials replied that the complaint has been forwarded to the superior, and our problem will be solved within 48 hrs. We waited for more than 48 hrs, no change was made, we called again customer care on 12th June 2011, Complaint #[protected] we were told problem will be fixed within 24hrs. No one reported to fix problem , we had given several calls one after the other, but look like the customer care team complaint # 1-[protected] followed with another complaint # 1-[protected]. thereafter we have been calling almost everyday. always they give timeline and a new complaint number and assure us that problem will get solved within 11 hrs or 24 hrs or 48 hrs. On 23rd June, we were given the # [protected] of a distributor Mr. Arun, he asked us to message the complaint and we messaged thrice, but there was no response from his side as well.

When we ask the customer care executives to give their senior manager # so that we can speak and get to know where is the problem , they will reply back saying like no one is there, seniors are busy , we are not supposed to give any details. Sometime they ask us to hold for sometime by saying that they are transferring to their seniors, after keeping on hold they silently disconnect the line. When we try again calling at the same number, someone else would speak and say that I don't know with who spoke earlier and we have to repeat whole story and we will listen the same repeated message that "we noted your problem and will get it sorted within 24hrs". This I think is very serious issue as they are delibertely cheating the customer by not taking the problem seriously, then what is the use of customer care when they are not able to solve the customer problems. Instead these people give us false impression of solving the problem. In reality they just take the complain and go off. Also we have sent 3 mails to the Nodal Officer as well.

We need your help to fix it back to my old package as it is for 6 months and also fix these call centre peoples who make mockery of customer care cell. Instead taking note of the problem and escalating internally to get it resolved they just repeate the same message to customer, leaving them more frustrated and iriitated everytime the customer calls in. We feel they are making fun of customer. If Sun direct customer care team is not able to fix the problem let then reimburse the amount we spent on buying and installing their unit.Or else there should be committed to their after sales and should be committed on resolving the customer complaints.

As a consumer we feel cheated by the Sun Direct Company and the customer care cell. We want justice to this. By complaining to this site, hope we can get justice. Appreciate your response on my given email id ( kr.[protected]@gmail.com )

Thanks
K. Ramakrishnan
[protected]

Date: 29th June' 11
Place: Mumbai