[Resolved]  Tata Indicom — Poor service, false commitments and unprofessional approach

Hi,

On 12/12/2007, I had purchased a new connection from Tata Indicom (mobile number [protected]).

While booking for postpaid SIM card dated 12/12/2007 (CFA No. 2174208), I had booked for 2 packages; one was “Tata-toTata free calls” (Rs. 75/- per month) and another was “3000 SMS per month” (Rs. 50/- per month). This was done with your executive Mr. Susheel Kumar (mobile number [protected]).

But when I got a verification call from your service department on 15/12/2007 for activation of these schemes, they told me that the details they received had no details for the above two packages. That time I again confirmed with your executive Mr. Susheel Kumar about the same and I had confirmed that he had forwarded these details.

On 24/12/2007 when I tried to confirm for the same on 121, they informed me that only one package i.e. Tata-to-Tata free calls has been activated on 15/12/2007 and another package i.e. 3000 SMS per month is not activated and it is not available.

Regarding not activation of “3000 SMS per month” package, neither I received any call from Tata Indicaom nor any SMS. Several times, I tried to contact Mr. Susheel Kumar on his mobile no. [protected], but he did not responded. Then I spoke to his senior, Mr. Mohan about the same and he has accepted their mistake/failure and apologized for his false committment.

Again I had registered a complaint (Request No.[protected] about not activation “3000 SMS per month” package and about unprofessional behaviour of your executive Mr. Susheel Kumar.

Today, dated 26/12/2007, I have received a call from Mr. Pradeep (Tel.no.# [protected]). He has apologized for the inconvenience & trouble caused by your executive Mr. Susheel Kumar and said that this issue has been escalated to the management and they will take corrective steps and also informed me that the scheme of “3000 SMS per month” had been deactivated 5 months back and hence they can not provide me the same and they feel sorry for that and also confirmed that Tata Indicom will waived all the charges of the SMS made during 14/12/2007 till 26/12/2007.

Now my questions are as follows:

(1) If the scheme was deactivated 5 months back, why their executive had suggested me this scheme?
(2) As all the inconvenience caused by you people and required schemes are not available, now I want to convert my plan to Tata Unity plan as my wife is a Tata employee. But Mr. Pradeep has asked to visit to Turbhe or Thane office to fill the transfer form and to submit all the relevant documents. This is really frustrating because in spite of all the inconvenience caused by them, still he is insisting me to visit the nearest office (which is actually not nearer to me), instead of sending their executive to me to complete this process. Is this is the right approach towards the customer?

After trying several times to contact him on[protected], I was able to talk to him and he replied that he can not send his executive to my residence for transfer of plan though they are at fault for false commitment and unprofessional behaviour and also he told me that if I want, I can take legal action against them and their legal department will handle that matter and if I wish I can cancel my new SIM card.

Is this the way you treat your customer?
Can I take legal action against Tata Indicom for their false committments and unprofessional approach?

regards,

Prashant Parab