Tata Indicom — Photon + modem faulty

Address:

Delhi

I purchased the Tata photon + modem from DRIVE INDIA ENTERPRISE SOLUTIONS LIMITED for which Invoice No: 41001101/07-08/13467 Invoice Date: 20/04/2010 . They delivered Huawei EC1261 modem. It was not working properly so I made a complaint[protected]. Got the call from Engineer for 3 days continuously. Daily he said he is visiting but he never came. On the Fourth day when I got the call, I got very angry. On that day he came to my place. After some time he told me that the device is faulty and need to be replaced.
He gave me two options..
a) He takes my modem and will get back within 7 days.
b) I can go to ANY Tata indicom store and get it replaced.
I told him that I will get it replaced myself. He said ok and I can go to any Tata Indicom store. (he didn’t mention anything about any particular type of store).
I searched Tata Indicom website and got the address of store located in Connaught Place (N-10 Outer Circle).
I went there and they straight away said it cannot be replaced from this store. They told me I have been given wrong information by that Engineer and said they are making internal complaint against that Engineer. They also told me that they are making new complaint (int no.[protected] regarding my issue and the Engineer will come to my place within 24-48 hrs and replace the modem then and there.

Next day I got the call from another guy. I again explained the complete story to that guy. He said another Engineer will visit and will take the modem for replacement .

I called the customer care and explained the complete thing to the Executive. Then I talked to his supervisor. He made a note in my complaint and assured me that next day Engineer will visit to my place and will be coming with the replacement device.

I again got the call next day from [protected] and that guy on phone told me it will be good if I visit the store. He told me to visit Prinyanka Communication Old Delhi Road Gurgaon. I asked him twice or thrice what will I do if they don’t replace. He said it cannot happen and they will definitely replace the modem.

I was a fool to believe and it proved when I reached Prinyanka Communication. They said NO.

I again called customer care. As usual, executive said it cannot happen. Your device cannot be replace at the store. I again called for Supervisor. He apologised and launched complaint for providing wrong information. I was again told that Engineer will visit my place with replacement device.

I am still believing him and also getting 1-2 calls daily for this issue.

One thing I noticed (might be their business technique), whenever I call customer care they provide a maximum resolution time for that complaint number. When complaint is not resolved (which is the usual case), they make a new complaint number and then a new resolution date.


Unhappy Tata Photon Customer