[Resolved]  Tata Docomo — Pathetic services causing harassment.

Address:

Pune, Maharashtra

Sir,

Account Number :[protected]
Name of the connection holder : Orangetree Business Solutions Pvt. Ltd.
Connection Type : Broadband Wi-Fi
Modem Make / Type : Zyxcel

Tata Docomo : A network that believes in to 'Keep it Simple' or would like the consumers to know that 'when one eats Pizza they should of "Tata Docomo" because India's leading houses uses them'. What I have learnt out of all theses 'promising' campaigns is that the organizations only objective is to keep simple by ensuring that the customer is satisfied always and the fact that India's leading firms uses the network puts in faith in the consumers that they are everywhere, with no network / service issues and hence are the best in industry.

My experience with the network in the fast few months makes me ask myself again and only one thing "Are they really delivering what they claim to? Am I along with other million consumers being lied to on the face?" The fact of the matter remains that the questions are now turning in to rhetorical ones. Looks like the network really is making false claims and cheating to its consumers, expecting them to be fools.

The following complaints are worth a mention over here :

Complaint No. Date.
[protected] 12/4/2013
[protected] 14/4/2013
[protected] 19/4/2013
[protected] 26/4/2013
[protected] 27/4/2013
[protected] 24/5/2013
Interaction id:[protected] dated 28/4/2013. Various repeated e-mail correspondence to the authorities at Tata Docomo dated 29.4.2013, 2.5.2013 and 24.5.2013.

The issue for all the above complaints has been one. Non-connectivity of Boradband or frequent loss of network leading to disconnection. Almost two months has passed since the first complaint lodged and the issue still persists or the right phrase here would be "the issue still haunts". Repeated calls are being made to the customer call centers but of no avail. What adds to the horror is the way the complaints are being handled. First of all the representative on the other end has no clue of what he/she is talking about. All they do half the time is transfer calls from one floor to another or from non-technical team to the technical team. No matter to whom they transfer is to the conversation ends with the standard answer of taking down a complaint, providing us with a complaint number and then assuring that a technical person will make a personal visit to our place and rectify the same within a stipulated time whereas the matter has been escalated (they do show that they have taken the matter very seriously). What's even more bothering at this point is that will the supposed to arrive technical person really arrive or will the complaint will be closed without even asking the consumer? I have suffered this a couple of times. The technical person doesn't come to fix the problem and when I re-inquire I find it to my shock and amazement that the issue has already been resolved from the network providers end. So much for making things simple for a consumer, or is it?

No matter how many times the complaint is being lodged the agony still continues. The matter gets resolved for three to four days (in some matter even for just a few hours) and the connectivity issue arises again. In fact I have lost the connectivity twice already while writing down this letter.

Tata Docomo is leading to some serious harrasement physically, mentally and financially as well. I have being again and again stressing upon the people at customer care that the internet connection is equivalent to the life line for my organization and with out the connectivity the entire operations comes to a halt. But then again who cares???

I am once again writing up this issue to you to bring to your attention that the problem is yet to be resolved. I need an answer from the network provider as to how do they plan to take action on the same. Would they be resolving the issue or should I suffer? Also please mention that how is the organization going to compensate me for all the physical, mental and financial harassment they have given to me. Is the organization planning to continue to lie to the billions of consumers via their campaigns or are they ready to accept the fact in the eye of the public?

I am marking a copy of this mail to the following as well, son that they can bring the matter in front of the general public as well force your organization to take the matter seriously and urgently:
01. India Consumer Forum
02. Consumer Coordination Council
03. International Consumer Rights Protection Council
04. The Telecom Regulatory Authority of India
05. Common Cause India
06. CUTS International
07. Consumer Voice
08. Citizen Consumer and Civic Action Group
09. Consumer Guidance Society of Action
10. Consumers Protection Association

The above complaint is also been highlighted via the following forums online:
1. www.ashoka.com
2. https://www.consumercomplaints.in
3. www.consumerforums.in
4. www.consumergrievance.com
5. Department of Consumer Affairs
6. www.indiasonsumercomplaints.org
7. Department of Public Grievances, Govt. of India

I also intend to bring out the issue via other forum such as Facebook, Google+, Twitter etc. In case if the complaint still doesn't ring a bell to the network provider then I have no other option but to take help from various print and press media as well as seek relief from the Consumer Court of India under the Consumer Protection Act.

This is a very issue and your immediate attention and action is required. Please update me about the action taken on various agendas mentioned above. Also please ensure that no such further issues arise at my end. I will be looking forward to an early reply and an earlier resolution.

MATTER MOST URGENT