Tata Docomo — MNP - pathetic service | |||
I used to have an IDEA SIM, and one day I got a call from Docomo sales person for MNP to Docomo with certain offers, and I accepted it. She told me it would take 4 days for MNP, but it did not happen for even 20 days, and they took an action only after I registered complaints. I got a message 2 days ago saying the MNP has been complete, and the SIM will be off for 2 hours. But it's not showing network even now, i.e., for 2 days I'm unable to use both my IDEA sim as well as the Docomo SIM, and my number is totally unreachable. I get different responses from customer care each time such as: 1. 'your request is still pending. I cannot give more status than that' 2. 'please visit our tata docomo center' 3. 'switch off and switch on your mobile and it will work' - I have been doing that all day long, but in vain 4. 'try this sim in a different handset' - that did not work either. This is one of the most pathetic service I have ever experienced in my life. Was this information helpful? | |||
 4 Comments | |||
Comments
No progress, except for Docomo's unresponsiveness.
My mobile number, that I have been using for 3 years is now inactive for 4 days, thanks to Docomo. And from the service of Docomo, I can say that it will remain inactive for many more days to come.
Yesterday as usual I was registering a complaint for this issue with Docomo.
CC: <Usual reply>I am going to escalate this, and within 24 hours someone will get back to you.
Me: I have been getting the same reply each time I call the customer care.
CC: No Ma'm I will definitely escalate this to my manager now, and someone will get back to you in 24 hours.
Me: Each CC person says this, but none has got back to me in the 3 days, and my mobile is still inactive. Can I talk to a senior member?
CC: Kshama chahti hoon ma'm. I am escalating this now, and someone will get back to you in 24 hours.
Me: Can I talk to a senior member, please?
CC: (Again) Kshama chahti hoon ma'm. I am escalating this now, and someone will get back to you in 24 hours.
Me: Can I talk to a senior member?
CC: Kshama chahti hoon ma'm.
Me: Can I?
CC: Kshama chahti hoon ma'm. We don't have that facility.
Me: What do I do if no one reverts back to me in 24 hours?
CC: You can call us at 121 and check with us
Me: I have been doing that atleast 5 times a day, and each time I get the same reply that the issue has been escalated, but nothing happens in 24 hours, and none gets back to me. Is there a way to track this complaint? A complaint no. or a ticket no.?
CC: Kshama chahti hoon ma'm. We don't have that facility. But you can call us on 121
Me: But how do I track the current escalation or complaint?
CC: Kshama chahti hoon ma'm. We don't have that facility.
Me: So, I call 121 again, someone else picks up the call, I narrate the entire story, he/she registers an escalation and gives me assurances. I have been going through several times in 3 days. Can you give me a single point of contact or a tracking number
CC: Kshama chahti hoon ma'm. We don't have that facility.
Me: Ok. You assure me that the problem will be taken care in 24 hours. What should I do if it is nothing happens in 24 hours and none reverts back to me?
CC: You can ask for me. My name is Mohini.
Me: Are you sure that I can ask for you just by your name?
CC: Yes ma'm
Me: (helpless) Thanks.
Today: (After 24 hours of no action)
CC: Hi this is (some name). How many I help you?
Me: I had raised a complaint yesterday with a person named Mohini. I need to talk to her.
CC: Sorry ma'm. We don't have the facility to transfer calls to other sales executives.
Me: But the person had told me to refer to her by telling her name
CC: Sorry ma'm. We don't have that facility
Me: How do I track yesterday's complaint?
CC: Tell me your problem. I will assist you.
Me: But I need a status on yesterday's complaint
CC: Ma'm I cannot see any complaint, may be it was not escalated yesterday. But I assure you I will definitely escalate it, and someone will definitely get back to you.
Me: (narrate the problem, previous Docomo encounters, complaints, etc.)
CC: Sorry for the inconvenience ma'm. I will escalate the matter.
Me: How do I track this complaint?
CC: You can call us at 121.
Me: Is there a way I can talk to you directly, or is there a way to track this complaint?
CC: Sorry ma'm. We don't have that facility.
And that's Docomo for you.
My mobile number, that I have been using for 3 years is now inactive for 4 days, thanks to Docomo. And from the service of Docomo, I can say that it will remain inactive for many more days to come.
Yesterday as usual I was registering a complaint for this issue with Docomo.
CC: <Usual reply>I am going to escalate this, and within 24 hours someone will get back to you.
Me: I have been getting the same reply each time I call the customer care.
CC: No Ma'm I will definitely escalate this to my manager now, and someone will get back to you in 24 hours.
Me: Each CC person says this, but none has got back to me in the 3 days, and my mobile is still inactive. Can I talk to a senior member?
CC: Kshama chahti hoon ma'm. I am escalating this now, and someone will get back to you in 24 hours.
Me: Can I talk to a senior member, please?
CC: (Again) Kshama chahti hoon ma'm. I am escalating this now, and someone will get back to you in 24 hours.
Me: Can I talk to a senior member?
CC: Kshama chahti hoon ma'm.
Me: Can I?
CC: Kshama chahti hoon ma'm. We don't have that facility.
Me: What do I do if no one reverts back to me in 24 hours?
CC: You can call us at 121 and check with us
Me: I have been doing that atleast 5 times a day, and each time I get the same reply that the issue has been escalated, but nothing happens in 24 hours, and none gets back to me. Is there a way to track this complaint? A complaint no. or a ticket no.?
CC: Kshama chahti hoon ma'm. We don't have that facility. But you can call us on 121
Me: But how do I track the current escalation or complaint?
CC: Kshama chahti hoon ma'm. We don't have that facility.
Me: So, I call 121 again, someone else picks up the call, I narrate the entire story, he/she registers an escalation and gives me assurances. I have been going through several times in 3 days. Can you give me a single point of contact or a tracking number
CC: Kshama chahti hoon ma'm. We don't have that facility.
Me: Ok. You assure me that the problem will be taken care in 24 hours. What should I do if it is nothing happens in 24 hours and none reverts back to me?
CC: You can ask for me. My name is Mohini.
Me: Are you sure that I can ask for you just by your name?
CC: Yes ma'm
Me: (helpless) Thanks.
Today: (After 24 hours of no action)
CC: Hi this is (some name). How many I help you?
Me: I had raised a complaint yesterday with a person named Mohini. I need to talk to her.
CC: Sorry ma'm. We don't have the facility to transfer calls to other sales executives.
Me: But the person had told me to refer to her by telling her name
CC: Sorry ma'm. We don't have that facility
Me: How do I track yesterday's complaint?
CC: Tell me your problem. I will assist you.
Me: But I need a status on yesterday's complaint
CC: Ma'm I cannot see any complaint, may be it was not escalated yesterday. But I assure you I will definitely escalate it, and someone will definitely get back to you.
Me: (narrate the problem, previous Docomo encounters, complaints, etc.)
CC: Sorry for the inconvenience ma'm. I will escalate the matter.
Me: How do I track this complaint?
CC: You can call us at 121.
Me: Is there a way I can talk to you directly, or is there a way to track this complaint?
CC: Sorry ma'm. We don't have that facility.
And that's Docomo for you.
Despite raising complaints atleast 3 times a day, there has been no response from Docomo customer (don't) care, and my primary number is simply unreachable and unusable for 7 full days, thanks to Docomo MNP.
After 7 days of lack of peace, mobile unusability, follow ups with no responses, I have finally decided to go back to IDEA through a reverse MNP. I believe IDEA is 100 times better than Docomo, atleast I hope so.
Good bye Docomo, for a lifetime.
After 7 days of lack of peace, mobile unusability, follow ups with no responses, I have finally decided to go back to IDEA through a reverse MNP. I believe IDEA is 100 times better than Docomo, atleast I hope so.
Good bye Docomo, for a lifetime.
If at all someone has read this thread, I would like to inform you that (apart from the fact that my mobile is still not working and Docomo is still unresponsive as expected), one cannot apply for a second MNP within 3 months of applying one MNP. I.e., since I have applied for an MNP from IDEA to Docomo (which Docomo understood as MND (Mobile Number Disablement)), even if I am totally unhappy with Docomo, and am unable to use my number, I still cannot change the service back to IDEA or Airtel or another service for 3 months. So for 3 months I'm stuck, and of course since Docomo has almost permanenly disabled my number, I am forced to change my number that I have been using for 3 full years, thanks to Docomo. So be cautious when you apply for MNP, get enough reviews and inputs before you go ahead with an MNP, and if you ever plan for Docomo, be ready to go through a long time of frustration, stone age customer service, and unplanned events such as disconnect from the rest of the world.
Further, thanks to Docomo, I had to waste my entire Saturday preparing the documents for MNP back to IDEA, going to IDEA office which was not that useful. Thanks to Docomo for 1 week of frustration, undelivery of my couriers and confusion among my family members and friends (as my mobile was not reachable), and the knowledge that such as pathetic service can exist even to this date.
I now bought a new Airtel sim, and I am happy with the service, offers, and most importantly, it totally works (of course that's so relieving to me).
Further, thanks to Docomo, I had to waste my entire Saturday preparing the documents for MNP back to IDEA, going to IDEA office which was not that useful. Thanks to Docomo for 1 week of frustration, undelivery of my couriers and confusion among my family members and friends (as my mobile was not reachable), and the knowledge that such as pathetic service can exist even to this date.
I now bought a new Airtel sim, and I am happy with the service, offers, and most importantly, it totally works (of course that's so relieving to me).
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I have become sort of inert, and feel as though it is all falling on deaf ears. I have no hopes on Docomo. I realize shifting to Docomo might be a big mistake. I was happy with IDEA.