[Resolved]  Tata Sky — Appalling customer service

Address:

Tamil Nadu

Hi,

Below is the email sent to nodal officer ([protected]@tataksy.com)

_____________

Hi,

We have been using Tata Sky HD plus for over one year and this is one of the worst customer service experiences we have had.

Subscriber ID: [protected]

This is regarding our latest W/o 1-[protected].

Background of this issue:

We have a HD tatasky settop box and lately had an issue with the HDMI output. We placed a complaint with tatasky as we were not receiving any signal. Tatasky representative who worked on this issue told us to get our TV HDMI port/cable checked as normal avi output worked fine on our set topbox and if there is no issue with the TV tatasky would replace the settop box.. So we went ahead and got our tv checked and found it to work fine.

So we placed a complaint on 31/10/12 (w/o 1-[protected]). No representative called or came to fix this issue until 4/11/12 so we called again to escalate this issue only to find the issue had been closed/completed even without anyone attending to it!

We raised yet another complaint (w/o 1-[protected]) on 4/11/12 and went on to receive repeated sms alerts saying issue has been completed, new w/o numbers etc, all this without anyone attending to the issue at all. The Sms said "the call has been completed by installer Praveen Kumar J".

Subsequent to which, we called your customer support call centre and asked for escalation point. The representative connected us to one Riyaz Ali in Hyderabard who is probably the team leader. He assured us that someone would call us before 12 noon today. However, we just got a call from a junior representative asking us if the complaint has been resolved and promised to send a new work order number but nothing has happened. After this so far, no one has attended to this. Since yesterday we have been getting newer work order sms left right and centre and not sure what the hell is going on. In total, we have received close to 10 work order numbers, ever since we started the first log of the complaint.

As of today (5/11/2012), no one has attended to this pending complaint, we have not received any calls from the local tatasky representative and this issue has not been fixed. We are extremely frustrated and disappointed with the way this issue is being handled. There is no clarity as to if and when this issue is going to be fixed at all!

Overall, it appears Tata sky is taking customers for granted and treating the service as a joke. If your service team or franchise wants to close customer calls just for the sake of meeting SLAs, I am sorry to say that this is unacceptable and appalling customer orientation. We need some higher level intervention here and need it ASAP. We would expect replacement of the faulty set top box and nothing less. We hope to see some corrective measures taken in the next two days.

Thanks.

Karthikeyan