| Address: | Mumbai City, Maharashtra |
Hi,
This is to let you know the problems and the harrasement by the Tata photon plus product and the support staff...Here is what I have gone through these days.This mail is in regards to the issues with the three Photon Plus connections I purchased from Tata Photon. Since that day onwards I been having issues with the slow connectivity and reporting the same I have lodged several complaints with the customer care and Nodal Office as well, but they seem to be in a mood of not resolving the issues. When I contacted the customer care dept. (SR No[protected]Aarif, Yuvraj Chahuan,[protected] Sainath,[protected]. They keeping giving fake promises to resolve the issues saying that the technical team of photon would call back to resolve, which that never happens or they say the Tata photon plus usage has crossed the usage limit of 5GB, hence the speed has been limited to 155 kbps for the remaining the bill cycle. Frankly speaking it doesnt make any difference because even if you are in or out of 5GB data usage you speed would remain (4kbps-13kbps).
> Customer service agent or technical team agents in Tata photon complete their job policies at work by sending in a mail stating that the issue has been resolved. It is really irritating and feels emotionally tortured by having taken up three connection and paying[protected]Rs) per month for each connection with a speed of (4kbps-13kbps). Even I had an instance with customer care agent whom I asked for a senior and his response was shocking and rude stating that he cant transfer. Gave him a warning of reporting the incident to the higher authorities he said go ahead do whatever you want,I wonder if this is the way the agents have been trained to handle the customers in problems. My greats nightmare was when I recommended Tata photon to my brother and relative because Tata Photon offers you speed o[censored]p to 3.1mbps till 5GB and 155kbps after 5GB usage. Now my brother and relative keep calling me just to say the same thing Im experiencing related to slow speed .We never got a speed which is more than 16-20 kbps on a constant bases (expectation with Tata photon at least 100-150 kbps of speed = Never fulfilled)....I remember 2 magical days when it was varying from 33.4kbps-52.6kbps).The download speed is around (4kbps-13kbps) maximum and while surfing, the webpages takes 3-4 minutes to load which a ridiculous considering the speeds that Tata Photon Plus claims to offer its customers.
> Being fed up with the customer care dept. and their technical team I finally lodged complaint with the Nodal Officers Office[protected],[protected],[protected] Roman Agarwal,[protected] he assured me that the issue will be taken care very soon on a highest priority. After which I received a call from the technical dept. and confirmed about one of the SRs.When I asked him about the other two SRs he said that it has crossed 5 GB and we cant resolve issue with those connections. In order to avoid an argument asked him about the speed Im supposed to get after my 5 GB data usage he said 155 kbps.So informed him that the speed with the connection is less than 14kbps.Finally he said an Onsite technicians would come to check the issues with the connection.Next day when the Onsite technicians visited the place confirmed to his seniors that the speed was really slow it ranged between (3kbps-11kbps) after which the technician informed me about the seniors informing it to the network engineers and that they would call back to resolve. Hearing this I called up the nodal officers office and reached Roman Agarwal one of the executives with Nodal Office informed him about the same and made the On-site technician to have a word with him with regards to the connection. And then Roman Agarwal assured me that the issue with regards to the slow connection will be resolved by evening of July 5 2011.Soon after the conversation ended a network engineer called up saying Tata Photon has network issues and would take 1-2days to get it fixed. On July 06 2011 one of the executives from nodal officers office called in informing that the speed with your connection will only be 40kbps and are closing the case. Hearing this I was really upset and asked him for the Nodal Officer in order to express my sadness and how I was being treated with regards to the photon connections. The executive says he isnt available, so asked him the best time to reach the nodal officer and the answer was he isnt aware of it. So asked him if he can arrange a call back when the Nodal officer is at his desk, the executive said he would schedule a call back.
I waited for a day and never received a call and to my greatest surprise I received a message stating that the issue is resolved. Every time I call up to speak to the Nodal Officer this is same reply I get. So I wonder if at all there is a Nodal officer assigned by Tata Photon to express the grievances by the customers. Moreover I am attaching few of the documents stating the error reports.Pls do the needful ASAP to resolve the issue or else sorry to inform failing this will esclatation of the issue to higher authorities and to the consumer court.
Below mentioned are few details with the Tata Photon connections under my name:
1) Account No:[protected];Tata Photon No. [protected];Tariff Plan: Photon Plus Unlimited [protected]@950
Billing Cycle: 03rd of every month to 02nd
2) Account No:[protected]; Tata Photon No. [protected];Tariff Plan: Photon Plus [protected]@950
Billing Cycle: 09th of every month to 08th
3) Account No:[protected]; Tata Photon No.[protected];Tariff Plan: Photon Plus Unlimited [protected]@950
Billing Cycle: 09th of every month to 08th
This was the mail that I sent across to Mr.Sarfraz Vanoo-Nodal Officer with Tata Photon and in response ,First day a technician (Rakesh Hatankar-734) from Photon Technical Dept. came in to check the connections and speed with my Tata photon plus and as well as with the Demo Tata Photon he brought. Below are the speeds measured as per Tata photon.
My Photon Speed: Result Speed ->7 kb/sec-14 Kb/sec (Below 5GB usage)
Demo Photon Speed: Result Speed ->29 kb/sec-35 Kb/sec.
After which the technician informed the technical Dept. about the speeds measured and then Rakesh asked for the MEID and pESN for all the three photon connections for the technical team (Mumbai) to send a mail across to the technical team (Hyderabad) to check status of AAA (Photons Technical Term) activation, the technician also referred to a network issue in the place. Finally he said that he would forward this complaint to the network team who will call you tomorrow. Below mentioned are the MEID and pESN for all the three photon connections:
[protected] -> MEID: A000002D377855; pESN: 805A1E07.
[protected] -> MEID: A000002D6FB7B4; pESN: 800C7EA0.
[protected] -> MEID: A[protected]B3; pESN: 80C8849D.
Next day on July 14 2011 Awadhesh Pal a network engineer visited the place to check the speeds, he diagnosed the issues checked the speed of connection both with my Tata photon and the demo he brought. Speeds measured by him ranged to 7 kb/sec – 17 kb/sec and 18 kb/sec – 20 kb/sec (Below 5GB usage).After an hour of R&D Awadhesh said that the location doesn’t have proper network hence the speed is low and gave job card and left stating he will have a word with the network team about the issues. And today on July 15 2011 in the afternoon an executive Vijay Yadav from Nodal office called in saying that I will continue to have the slow speed issues for the next 5-6 months. So I asked if I will continue to have the slow speed issues what’s the point of paying should pay for 950/month and the answer from the executive was to switch over to 1GB speed. Tell me how ridiculous is that! When my usage exceeds 5GB and goes to 10-15GB per month how can he suggest me to switch over to another plan just because you guys aren’t able to fix the issues with your product. You go ahead pay for Tata Photon unlimited [protected]@950 p.m. from the beginning and after complaining about the issues, one fine day they call in asking you to switch over to 1GB plan. Let me ask you if the Tata photon is the one who decides what plan a customer should take or if it’s on customer’s interest. When I purchased this connection the executives marketed the product by saying if the data usage is fewer than 5GB the speed you will get is up to 3.1 Mbps and after crossing you will get a speed of 156 Kbps for sure. No one informed or mentioned anything about the outage or the issues for the next 6 months with Tata Photon in the area.
Stating the same I drafted a mail to the Mr.Sarfraz Vanoo-Nodal Officer with Tata Photon asking for an explanation ,but no one even bothered to call or responded my mail..This is irritating and a worse thing to happen to any customer who pays for around 900-1000Rs/Month and doesnt even get 15% of the services now the speed with my Tata photon while submitting this complaint is around 2 kbps-7kbps.This shouldnt happen to any customer hence forth.Please let me know the legal way to file a complaint against tata photon
Thanks & Regards,
Rahul
[protected]
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Dear All,
Please go through the mail below before buyng TATA Photon Plus.
Latest update : After posting this mail to Tata indicom customer care, I got a reply saying that if I pay 1500 and buy a new device I will be able to use Tata photon internet. So they mean that everytime you switch location, you dump your device and buy a new one so those at Tata indicom will get their monthly pay.
Even though I am the owner of the useless device, I am unable to use it because of the in TATA indicomm.
This is regarding the series of issues I am facing with my TATA photon plus usb device.
I bought a Photon Plus device last year, from a TATA dealer at Powai, Mumbai. I gave my local Mumbai address (Mahakali Caves, Andheri, Mumbai ) and obtained a postpaid connection. The postpaid account number is[protected]. The TATA indicom person came to the address specified above, and installed the device on my laptop . After using the postpaid connection for about two months, I applied for converting my postpaid connection to prepaid connection at TATA indicom showroom at Sakinaka, Mumbai. I went to Sakinaka office continously for about three months, and then got my postpaid connection converted to prepaid . The prepaid number is [protected].
Till December, I was using the prepaid connection, after which I got transferred to Chennai, TamilNadu. After that when I tried to access my device in Chennai, I got an error that my account was blocked. So, I called up the Customercare and they said that an address verification was held in Mumbai at January, and since I was not at Mumbai at that point of time, my device was blocked.
So, I applied for a fresh prepaid connection at TamilNadu, and tried to activate the device. But again, when I tried to activate using the new number, I received the message that my device is blocked. So I went to the dealer at Chennai, and told him the problem. He checked with TATA authorities and said that the Mumbai number is still in my device and it needs to be removed from my device in order for me to use the device again. So, when I tried to contact customer care to remove the Mumbai number from my device, I got the most surprising answer from the Customer care executive . He said that the number [protected] was registered to some other person (it was a male) in Mumbai.
It was a shock to me to know that the prepaid number which I had been using for about 3 months was actually registered in the name of some other person. Finally the customer care guy said that it is impossible for me to use the device again, as the number can be removed only if the person to whom the number is registered to, applies to disconnect the number.
My wonder is how come people at TATA indicom showroom at Sakinaka gave me a prepaid number that was already registered in some other person's name. They had given a connection in the name of some non-existent person, and finally say that the device is blocked because I was not at that address. How can I apply to deactivate the connection if the connection itself was provided in some other person's name. If I had given wrong address, how could the TATA indicomm person come to that address and installed the device on my laptop?? This is really irritating. Because of the mistake done by some stupid officials at Sakinaka office, I am unable to use the device that I bought for about Rs. 1800.
I have enough proof to show that I am the original owner of the device and that I was using the postpaid and prepaid connections from my laptop.
I have provided the device details below :
ME ID : A000001A9E76B3
S. No. : U09MAB[protected]
I bought the device using TATA employees discount. I had provided my ID card for ID proof. I have used my HDFC account to pay bills for my postpaid account, and to recharge the prepaid account.
Since I am the original owner of the device, I feel I deserve the right to use the device. Just because some careless registered my connection in someone else's name, I cant be made to suffer for his carelessness. I can provide enough proof to claim the ownership. And that being said, I request you to act hastily so that I could be able to use the device within a week.
I am getting frustrated day by day for wasting my money on a useless device. Its been six months since I came to Chennai, and I am unable to check mails or connect to internet just because I bought an useless device. I request you to take the necessary action immediately, as I cannot waste my time further on this useless device. If my complaint is not resolved in a week, I have no other option than to dump this device and opt for some other network provider who provide good customer service, and most importantly, who dont cheat customers . I also inform you that if I cant use this device, I want a full refund of my money, failing which I may be forced to take legal actions against you for all the distress and mental agony that I have been through so far.
Hoping this issue will be resolved soon.