[Resolved]  Tata Indicom Broadband — Slow browsing speed

Address:

Gujarat

Customer: Hasit Ruparel, Third Eye Inc, 805, Shapath II, Opp. Rajpath Club. S. G. Road. Ahmedabad: 380015

Wednesday, September 29, 2010

Username: [protected]@vsnl.net

I regret to write this letter but even after my personal visit I don’t think Tata have taken our case seriously. On 20th August I had requested to change the plan from 1.75mbps plus to 10mbps lightining plus plus. It took more than 10 days for the plan to change and when I asked the reason I was told my case was in a bucket who never informed me (the customer) on what is wrong. I could hardly digest this reason but later I was told its your biling cycle, which I do honor but in an email I was told it will take 24 hours for the plan to change. Complain number: 12769410

Finally on 1st the plan was activated and our entire team was very excited with the speed and we enjoyed this for about 1 week and later not sure why the speed went to 2 mbps or lower. We waited for few more days to see if the speed resumed and finally after getting annoyed with the whole case launched a complain for slow browsing on 10th September 2010 (at that day my speed was practically 100 kbps. Complain number: 12853860.

Its been 29th September still the problem is yet not resolved.

I had to personally visit the Tata’s office and meet Mr. Sunit (Nodal officer) to see what his reaction was for the whole thing. Below are the minutes of meeting on 20th September 2010 with Mr Sunit in Tata’s office.
• Meeting lasted for about 25+ minutes and everyone (customer, Mr. Sunit and Mr. Dev) were standing at the front desk to find out the current status of the complain number. 12853860
• Mr. Sunit tried his best to find out the status but unfortunately as Mr. Sunny (NOC officer) was sick and not available on that day in the office so he could not instantly even find the status of the problem.
• Mr. Sunit did confirm that since 10th September there was practically no status update given to customer on what was going on.
• Mr. Sunit requested 2 days to get a status update of the complain and promised that he would do the following
o Resolve the problem or take return the connection as Tata is unable to serve.
o Mr. Sunny will visit the customers premises within 3 days with either an apology letter/email on explaining why the delay.
o Mr. Sunit would have Ms. Neha and Mr. Ajay write an email to customer explaining why there was such a long delay and refund details.
• Mr. Sunit was informed by the NOC team that customer was using wifi and so there was a slow browsing issue, which was confirmed that was wrong information.
• Mr. Sunit also told their NOC team specially Mr. Dev who was present in the meeting, that if Tata cannot provide speed to this customers ‘lets just take divorcee instead of letting the customer cry’.
• Mr. Sunit also confirmed that my customer/Hasit Ruparel visit to Tata office has helped push the matter.

Ever since that day Mr. Sunit has NEVER cared to even call the customer Mr. Hasit Ruparel about asking the status update, in fact on 26th September when customer called him on phone, he replies: that TATA employee, he and someone from customers office has talked on a telephonic conference and confirmed the problem was resolved, he also confirmed that Tata employee has visited customers office. In reality no one called our office nor visited but again some kind of fake information being created and put into the system.

As on 29th September I am writing this letter and still in a confusion on below
• Why would my complain number get closed without my concern/confirmation
• If Tata’s employees are not allowed to share their contact information (which I do respect all company’s policy), why do they (Tata’s employee) not update the customer on when the issue will be resolved?
• When will this problem get resolved?

Little harassment that we have faced so far is:
• Our connection is any time switched off without any prior intimation and when asked is told that it was testing and even after that the problem is not resolved.
• Even after a personal visit Nodal office Mr. Sunit is not taking the issue as such a priority and getting it resolved to customer’s satisfaction.
• Mr. Himanshu visited our office once and told that he will be back in few minutes and kept the computer that he was testing ON, and it was ON for 2 days as he never returned.
• No one is wiling to help or share their phone number and the ones that we call NEVER pick-up.

I would never bother to spend 2 hours of my time writing this letter to explain how much pain we have gone through and its REALLY affecting our business. I really expect some mercy if possible.