Dear Sir
The various docket numbers[protected],[protected] and[protected] relate to the same issue as below.
We have had the 10gb unlimited (1st 10 gb 3.1mbps speed and afterwards unlimited download on limited speed) corporate plan and subsequently made a request to upgrade to the 5gb unlimited plan (1st 5gb on 3.1mbps and afterwards unlimited download on limited speed) during the month of October 2011.
There has been an error by the Tata internet service provider and they got us on an incorrect plan which seems to be some 'limited plan'
We logged a complaint with the customer support person Srinath call reference :[protected] on the 25th October 2011 and were assured of a resolution with a wait time of 3 days and which ideally should have brought our account status up and running smoothly by 27th October 2011 when they had identified and acknowledged that there has been an incorrect mapping of plan against our account (an error at their end) and assured that the incorrect bill is due to this and that they will rectify and we will be billed as per our previous plan 10 gb unlimited plan for the month of October 2011. And said that they will map us to the 5gb unlimited plan in November 2011.
when this has not been resolved yet. It appears that the we are still mapped on to the incorrect plan which charges our account incorrectly and which inturn puts a bar on the service without notice. The customer service center guys make us repeat the whole issue each time we call which is intimidating especially when each person in the company provides different resolution times and most persons want to explain the whole thing from the start time consuming for us. They have never got to the crux of the issue and dealt it in a way a fair business body should.
When this is a torture at the service side of things, each time to release the bar, we have to call the customer services, explain from the first to our last breaths and only to be provided with a new resolution time and resolution number and using stereotyped responses, long pauses and rigid in having to escalate things to resolve quickly and effectively without having need for us to make repeat calls or long calls. We have repeated on this numerous occasions now and totally FED UP. This is not proper legal customer service procedure at all.
Ideally we have always chosen the unlimited plan which should not bring our bill to a monthly rental charge amounting to around 950 rs per month. We have lost mental peace over the scary bill , barred service and inefficiency of the organization to resolve the issue for us.
The process is sickening and intermittent net connection and no connections has interfered with our regular work plans and upsetting quite a few plans relating to work and study and personal connect and has not proved the moneys worth that we have spent. Our time and peace is more precious than money.
On the other hand, we also receive regular collections call from the organization urging us to pay the incorrect bill. The various internal departments dont seem to interact among themselves but rely on customers valuable time for information. We are busy in our own way and this amounts to annoyance and torture that we have lost peace and sleep over this.
The collections team doesnt seem to connect with the customer support in picking the account details and understanding the crux of the issue, the order processing team doesnt seem to map the customer against the plans that they have originally opted for, the system in itself doesnt seem to allow a fair treatment of customer in the service front and resolve any issues therein .
we are being ridiculously directed to email customer support after they have cut the services, asked to phone call some number which is a paid call and not toll free, asked to wait on extended resolution without clue, each call needs explanation from start and is too irritating, asked to go to the nearest center ( note this is not device fault, it is their fault to have mapped customer against a incorrect service plan) without proper direction of resolution. Why should we incurr some extra cost because someone in their organization has not done their duty properly. It is illegal business to harrass the customer without having to resolve the internal issues diligently. In driving us from pillar to post, they are only buying time without clarity to customers. For us not getting the service at the right time is as equal to 'no service' we have bought the product device and taken service connect since we have plans to use.
Have as well emailed nodal.[protected]@tatadocomo.com "Customer.[protected]@tatatel.co.in" and "[protected]@tatadocomo.com" with no response as yet. Not even an acknowledgement as having recieved the query email from us. This is too sick.
I would want to decide for another service provider and the situation demands urgency in that we have work commitments and study and their intermittent service and the extensively endless delay in resolution is affecting our work pathetically. We are at loss.
I have already spent a lot of my time trying to work with their customer center and totally exhausted. I have been unnecessarily spending on alternate arrangements due to disconnect services on my tata photon device and their inefficiency in resolving this issue and have tested our patience to the utmost limit now. I consider that the organization has cheated by selling a device which is not worthy to provide a requested service during times o[censored]tmost need and since I have already invested on this device, I am done with my budget and unable to seek assistance of another service provider until they return my money and collect back the device.
It is illegal business to intimidate customer on paying for a service which they have not ordered and equally illegal is mapping us on to a plan to bill and in the name of charging pro rata, disconnecting the service as and when they like without prior notification and each time that we want to estabish the connection we have to explain that there is a credit limit exceed on the bill which is due to their incorrect bill and which is inturn due to the fact that they have not been able to correct the change in plan as per our request. This is a viscious cycle now and we would like to put the company on strict explanation to this. They have not even acknowledged the complaint emails that we have sent in this regard.
I seek resolution in simple terms, either provide me proper service with immediate effect or collect the device back by returning my money without having me walk up and down the various support centers and any further delay in resolution of query I might have to seek compensating for my losses as well.
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