Tata Docomo — Tata Docomo Puts a customer on hold for 65 minutes!

Address:

Bangalore, Karnataka

On 1st of July 2010 I got a message saying:

"FREE 2GB INTERNET for 30 days @ Rs 48 only! Dail *141# to activate or rush to your nearest retailer. For settings SMS INTERNET to 52270."

So went and recharged for 48 rupees when my phone had around 4 rupees of balance.

After recharging I got credited 48 rupees of balance and + 4 rupees ofexisting balance. Now that I have around 52 rupees balance. I activated 2GB GPRS PACK by dailing *141# and 48 rupees is now debited from 52 rupees.

Just after activating, I started browsing and checking mails. All of the sudden, my remaining balance of 4 rupees vanished. So I called the customer care & spoke with them.

First call:

Agent: Can you give your num and name?
Me : ofcourse my num is 9035***** and name is Sreejesh Suresh.
Agent: what can I do for you?
Me : I explained the issue.
Agent: when did you recharge?
Me : Just around 9 pm (IST).
Agent: Ok stay online, while I put you on hold.
Me : Ok np.

But by now he disconnected d call!!! zzzz... This can make any normal person irated and angry.


I called Again:

Agent: Introduced himself and asked my details(as usual which the other guy did)
Me : I re-explained the issue in detail.
Agent: Hmmm.. It seems that there has been some network error with us. We are sorry for the trouble.
Me : So what do I do now?
Agent: You can wait for some time and then try again.
Me : Ooh man that's okay I can try later, but what happens to my money and time I spent on this?
I'm in the middle of nowhere and I don't have any balance left to call someone to help me out!!
Agent: Ok I can understand that you are nowhere!! and There will be no refund from us. Acording to our policy we cannot refund your money.
Me : But there has been no error from my side and why sound I bear the loss?
Agent: That is no our problem. We can only help if it is listed in our refund policy. However, you can make a complaint and wait for nothing!!...
Me :Man I can understand what you mean and even I've been in customer support for Sony U.S but we were ever aloud to deal with a worried customer in this way.
Just imagine how angry I should be at this time by wasting my money and spending my precious time.
Agent: Oh I'm sorry I can't help you in this situation.
Me: tranfer your call to your serious or supervisor or who ever who is responsible for customer support.


By this time, the call duration was around 18 minutes. I waited for the other person to pickup the call....

I waited....

Waited....


And waited @ midnight 2:57 IST. But even after 27 minutes, no one attended me.
So I made a parallel call by putting this call on hold.

I spoke with one agent and informed him that I've been put on hold for long time now. My call is already for 27 minutes. He says that they are attending another call and my call will be attended soon.

I said okay, I wait whatever it takes :(

Again time pass by, an by now the call duration is around 42 minutes, and I made another call to customer care while this call is on hold.

They repeated the same and I was really angry but I cntrolled myself. And the guys who picked the call, was just explaining me about the internet plan while I've already activated it.

I said him that I dont want any details or any t hear from you. Just tell your serior or supervisor to pickup my call...... ZZZZZZZZZZZ


And guys please note that the call by now my call is still on hold while I'm still typing this message. The phone is kept on loud speaker on my desk in front of me.


Let me check how many minutes it is now.

OMG it is now 1 hour 13 minutes!!!!


This will be a guinness record for the longest waiting time given for a customer by any company.

I thought let me wait until by phone's battery is completly depleted. Even if I don't achieve my gola of refund, I can at leat get listed in Guinness World record for the longest time beingg waited on phone to get help from a telephone service provider. lol :)



Some facts for your info:


* According to UN, India has more number of telephone users than the total number of sanitary for the extite population.


Just check these links:
http://www.deccanherald.com/content/63962/more-cell-phones-india-toilets.html

http://www.siliconindia.com/shownews/India_has_more_cell_phones_than_toilets_UN-...⇄

http://www.google.co.in/search?q=india+has+more+number+of+phone+than+sanitary


* Tata Docomo (The telephone company which I was using) Became the number #1 telecom company in india in just a span of 2 years.
* Industrialist and corporates are exploiting the people of india with promises unclaimed, and by charging for each bit of small services they provide.
* There is no stire rules or Goverment authorities(alive) in India to control or overpower any of the corporates (All mouthshut and bribed).


ladies and gentlemen who are reading this must have had some or similar experiences with telecom companies and companies exploiting people.

Hmmm... My phone's battery might end up in few hours, It is now around 1 hour 42 minutes while I'm writing this line after a cup of coffee :)