Tata Docomo — 60 DAYS DELAY AGAINST COMMITMENT OF 24 HRS

Address:

Panchkula, Haryana

I AM PASTING THE SAME COMPLAINT AS SENT TO TATA DOCOMO APPELATE AUTHORITY

Dear Sir ,

This is regarding my TATA DOCOMO number ([protected]) used in KALKA,HARYANA.It has been an year using your services besides some network and bill payment problems.
There has been acute carelesness at your representative end regarding my PLAN CHANGE.Nearly a month ago i was suggested by your Kalka office person(Mr.Raju)to switch my plan to UNLIMITED 1299 for savings as my average billing amount was Rs2000.After this suggestion i proceeded with the same and deposited Rs850/- as security for plan change.Mr.Raju told me that this amount is deposited at ambala zonal office so i can not provide you the reciept now and would provide the reciept in 2 days and afterwards your plan would change in 24 hrs,as he is familiar to me from long time and i usually pay bill through him therefore i accepted the same and started waiting for plan change process.
After some days Mr.Raju deposited the security amount at Ambala Zonal Office and Mailed the plan change request to Mr.Aditya Handa(Reffer to attachment for the mail) on 19 October,2012.But after this request mail there was no change in my BILLING PLAN so i callesd customer care which to my surprise replied that there was not even any request recieved by them regarding BILLING PLAN change.I telephonically requested Mr.Raju to check further with Mr.Handa as why my plan change request is not initiated despite a long time span to which Mr.Handa replied that i will check.Further there was no reply to this for a long time again.Till now there has been no request initiated through your representative(Mr.Aditya Handa) despite he had recieved the PLAN CHANGE request mail on 19/10/2012.It has been 41 days after the request mail which is pending and that includes atleast 30 working days but there was no time in these 30 days to initiate my pending request for the plan.
This is the time span which is after the request mail but if i include the time at which i had proceeded my request for the plan change then this time span would cross 60 days.

IS THIS YOUR COMMITEMENT LEVEL. AGAINST THE TIME OF 24 HRS, IT HAS BEEN AROUND 60 DAYS.THIS IS A CLEAR VISIBLE AND NOTABLE TIME SPAN.
AFTER ALL THESE HASSLES I MYSELF INITIATED THE PROCEEDING OF PLAN CHANGE BY CALLING CUSTOMER CARE AND REQUESTING THEM TO DO THE SAME.
I REQUEST YOU TO CHECK THIS GENUNELY AS I HAVE BEEN GETTING MY PROBLEMS RESOLVED THROUGH THIS CHANNEL OFTEN.I NEED MY BILLING PLAN CHANGED TO UNLIMITED 1299 AT THE EARLIEST WITHOUT FURTHER CARELESNESS.

REFFER TO THE DOCUMENT ATTACHED IN WHICH IT IS CLEARLY SHOWN THAT MR.RAJU HAD SENT PLAN CHANGE REQUEST MAIL(UNLIMITED 1299) TO MR.ADITYA HANDA ON 19 10 12 , I AM NOT ABLE TO UNDERSTAND WHY THIS MAIL IS LYING WITH HIM FROM THAT LONG.DONT YOU HAVE ANY PROCESS THAT REVERT OF MAIL IS COMPULSORY WHETHER THE PLAN COULD BE CHANGED OR NOT OR EITHER HOW MUCH TIME WOULD BE TAKEN FOR THE SAME BUT INSTEAD YOUR REPRESENTATIVE BLOCKED BY MONEY AND WASTED MY TIME JUST FOR NO REASON AND WHEN I CALL HIM NOW HE EITHER DOES NOT PICKS MY CALL OR IGNORE IT AS IF I AM SOME STUPID.THIS IS HOW YOU ARE SERVING YOUR CUSTOMERS.
THIS TYPE OF ANTI CUSTOMER BEHAVIOUR IS NOT TOLERABLE.THERE IS A NEED TO CHECK IT BEFORE THIS DRIVES YOUR CUSTOMER AWAY AND SPECIALLY CUSTOMERS THAT ARE PAYING SO MUCH TO YOU IN FORM OF BILLING.