[Resolved]  Tata DoCoMo / Photon — Delay in activating Photon and inconsistent , pathetic customer service

Address:

Karnataka

Dear Sir/Madame,
TATA Photon# [protected]
I would like to bring to your notice of the disappointing service rendered by Tata Docomo team in activating my tata photon. Something as rudimentory as activating photon which TATA Docomo does day in and day out, surprising to learn that it is still not activiated as of today Nov24th. A Gap of 3 weeks and still going strong!!! That should be a new record in the history of TATA Docomo!

I myself am a TATA employee and a patron of tata products and it pains to experience the pathetic service.



I submitted the documents on tuesday Nov 6th and and I am still not being setup and my photon is not activated.It took docomo team 2 long weeks(Nov 19th) to get back to me to inform my Image on Company ID photocopy is not clear and I had to resubmit all documents(not just company id photocopy but everything else). I had indicated that scan copy of my TATA Employee was sent to [protected]@gmail.com on Nov 8th itself in addition to the photocopy of my company ID. Why couldnot they just re use it? There was no clear answer. I asked the docomo staff that taking photocopy of my Company Badge(which is made of plastic) would result in the same image quality and what is it which docomo team would do differently this time to avoid rejection? The docomo team did not have an answer for this but just kept repeating that I need to resubmit documents. I wanted to know how they would guarantee that again my application is not rejected.


<Summary>
I really need help in expediting my TATA PHOTON Activation and a Root Cause analysis for the pathetic service rendered by the docomo staff. An assurance that no other customer would ever have to undergo my plight


Major gaps I have noticed.
1) The entire team donot have a single view of the customer. Each of them give different view(Mr. Shravan on 19th Nov told me to wait for the executive who would visit me and hand over the document this would be faster than submitting document to Docomo branch office...And today Nov 24th I got a call stating that I should visit Docomo office and hand over the documents).
2)Delay in conveying the correct message to customer (It took them 1 week to confirm and tell me that I should visit docomo office and resubmit documents)
3)They are not logging in the voice of customer in their CRM system (I had to repeat the entire story/issue with every single call center support I spoke)
4)No upfront validation. (Ex; When I submit a bank statement as address proof can the sales person not validate it and tell me instantly that it is beyond 2 months? Why should we accept it and then come back after a week stating latest statement required.)
5)They made me call up and co ordinate with a dozen staff people. No single point of contact takes ownership
No sense o[censored]rgency in responding and resolving customer complaint
6) Though I had sent scan copies of Bank statement(after signing), Photo ID, Address proof(after signing) in addition to hard copies. Why is it you still insist hard copies. And even if the application is rejected because of poor image quality in Company Badge photocopy, why do you insist on other documents as well. We are talking about going green, reducing paper work, re using documents, why not let me submit only the Company badge and you re use other documents such as Bank statement, Address proof etc? Proceses are not customer centric.
7) Inconsistency in status. Till Nov 16th Docomo staff(Maruti/Girish) kept telling me that all documents are received and looks good, I should get activated any time. Post Nov 16th after raising complaint[protected] customer support team told me about rejection of application



It has been a painful interaction with the entire TATA Docomo staff including the call center customer agents
I interacted with the following people
Maruthi: Bangalore Supervisor
Girish: Bangalore Marketing onsite person
Shravan Call Center
Hema Call Center
Siva Call Center
Nikita Call Center
Rahman Call Center
Shyamala Call Center


Here is chronological list of events for your reference
Nov 6th 2012:
I had explained to Girish that I needed Photon to be activated very quickly as I had personal emergency which required me to get connected from hospital. I submitted the following documents on Tuesday Nov 6th itself.
I submitted
1 Passport size Photo
1 Passport copy
1 BESCOM Utility Bill
1 TATA ID card photo copy

Girish assured it would be activiated Wednesay max
Nov 7th 2012: Wednesday: Girish said that TCS ID Card photocopy is not very clear and that I should scan it and send. So I sent TCS ID Card electronically.Again he said that that BESCOM Electricity Bill does not have complete address and I should give an alternative address proof.So I sent Bank statement
electronically. He said it would be activated immiedately. And again took
some time and said it is of low resolution
Nov 8th 2012: Thursday: I gave my Bank statement as an address proof. He
said photon will be activated on thursday evening
Nov 9th 2012:Friday: Still not activated
Nov 10th 2012 Saturday: Still not activated.
Nov 11th 2012 Sunday : Ofcourse holiday
Nov 12th 2012 Monday: Still not activated.
Nov 13th 2012 Tuesday: Still not activated.
Nov 14th 2012 Wednesday: Still not activated.
Nov 15th 2012 thursday: Maruthi spoke to me and confirmed that documents are fine and will be activated same day
Nov 16th 2012 Friday: Still not activated. Reached out Girish who assured it would done
Nov 17th 2012 Saturday: Still not activated. I raised a complaint[protected] and Ref#M11102411
Nov 19th 2012 Monday: customer service called me up about incomplete document.Mr Shravan said that I need to resubmit documents to Docomo office. I replied that I needed it quicker and asked if I should wait for Marketing Person and personally handover. CSR specialist asked me to wait for the marketing person and he will arrange for the person to meet me.
Nov 20th 2012 Tuesday till Nov 23rd 2012: I've been making repeated calls and spoke with a dozen call center people asking the status nobody has a clue.
Nov 24th 2012 Saturday: I got a call and the person clearly instructed me to hand over documents to the branch. I wish if this was conveyed to me on monday I would have saved some time.

If I have spent so much of time composing this mail, you should understand the frustration I have undergone while following up in getting my photon plus activated


<Summary>
I really need help in expediting my TATA PHOTON Activation and a Root Cause analysis for the pathetic service rendered by the docomo staff. This is my humble request, an assurance that no other customer would ever have to undergo my plight