Tata Photon Plus — Dismal Customer Support

Address:

Bangalore, Karnataka

Tata photon Wifi [protected](purcahsed end marh 2011)
I had registered my first compaint on 15th of July and subsequenly on
the 19th again when the tata engineer( vishwanath) picked up the device
stating that it was dffective and that he would replace it , he
returned the device later that day stating that the warehouse person
wasnt available and that it would take 3-4 days to get a device. No
one from tata followed it up to resolve the issue. I registered a
complain again on the 23rd, when tata engineer (James )picked up the
deivice with a commitemnt of returning the device the same evening or
the next day. Once again there has been no follow up from tata to
resolve the issue till I called james on the26th evening to and he
repeated the same excuse "the warehouse person wasnt avaialble " and
that he would revert shortly , I called him on the 27th morning and he
did not respond to my call.
I called customer care and they said my device is active ..... which
means that some one else is using my device and this is a serious
breach of customer confidence and a security issue.

I had asked to speak to a manager in customer care and was promised a
call back and like all "tata" promises it wasn't kept , I called again
after a gap of 4 hrs this time insisting that I will not get off the
line till I spoke to a manager, after 30 mins of insisting , Charan/
Sharan came on line and said that he saw the status of the device was
reported as ok and only delivery was a problem and that he will ensure
it would be done.

I have been waiting since and today 28th July at 18:30 still do not have the device.

To top it all I get a mail immediately after my call with Sharan /Charan that the problem is resolved and enquiring if I was satisfied....
Is the tata expectation that I be satisfied when I dont have my device ?

I am now told that they are unable to replace the device because the carton in which the device was supplied is not provided along with the device.

Is the expectation that we store all the cartons in which we get our home equipment in ? Not possible .
This is a lame excuse to skirt the issue of poor service

I would like to know what is happening to my device and why a customer should face such tribulations for having chosen a tata service.
I have run from pillar to post since the 15th of July and do not have the time to spend hours at end every day .

As a Director at a MNC I donot have the time for all of this . Is there any one senior at the tata group who can address this issue for me ? My work connectivity has been adversely affected by tthe pathetic service rendered by tata.