[Resolved]  Tata Sky — Inadvertent Delay In Installation

Address:

Maharashtra

It’s been 192 hours since I purchased the Tata Sky Digicomps. Installation still awaited. I would never want to get associated with any TATA PRODUCT in my lifetime!!!!!!
Kindly note the series of events which have occured till date. I am yet to get a satisfactory response to my request for installation which Tata sky guarantees in 48hrs.
1) 31st Oct 2010. I purchase 2 Tata sky digicomps (one HD and another regular) for Rs 2550 & Rs 999 from MORE Megastore, R Mall, Ghodbunder Rd. Thane (W). Challan No [protected]. The purchase is done at 9.15 pm. The sales person Mr. Jeetu (mob no [protected]) says that he will register my installation request with Tata Sky and the same would be completed within 48 hrs.
2) On 1st Nov 2010 at 14.43 I receive a sms from TM-TATASKY on my registered mobile no [protected] which reads as follows
Your Tata Sky request ref WO No: 1-[protected] is scheduled on[protected] at 16:40 hrs. For any further assistance, our service team can be contacted on [protected].
I am in office hence have to rush back home, if I have to honour the installation schedule mentioned in the sms above. On my way home I try getting in touch with the service team on [protected]. Made 5 attempts at trying to get thru from 15.56 pm to 16.06 pm. All thru I got the ‘customer is busy on another line’, hence asked my wife to contact the on same no., but in vain. Finally at 17.03 I receive a missed call from the above service no, on contacting them further at 17.05 I am told that the installation person was there at my residence at 15.00 hrs; a clear 1 hrs and 40 min before time!!!!!!, only to find that there was nobody who can help him do the installation. I ask the service person to send someone immediately, as I would be out of town for the next 2 days, but he fails to respond saying that he cannot send anyone on that day, and that he will send someone tomorrow. I can only be frustrated for having not be able to get the installation done; having put in a short leave to no use; of not being sure when the installation will happen as I would be out of town for next 2 days.
3) Next two days i.e. 2nd & 3rd the Tata Sky service team tries to get in touch with my wife on her mobile [protected], to schedule an installation. Finally I presume it is promised to be scheduled on 4th November.
4) On 4th November, I try contacting the Tata Sky service team, from 10.52 to 10.56 am; 3 calls; all three received with the now obvious message’ customer busy on another line, please try later. In vain I try the Tata Sky Helpline no for the 1st time at 10.56. I tell the representative that I would like to schedule an installation given her my WO no and my registered mobile no. I also tell her about my experience till date on the subject of installation. She says that the service personnel will call within the next 2 hours. No one calls. By now this is an expected response from the Customer Centric Company associated with the TATA name. At 18.37 I receive a sms from TA-TATASKY which reads as follows
Your Tata Sky request ref WO No: 1-[protected] is scheduled on[protected] at 10:00 hrs. For any further assistance, our service team can be contacted on [protected].
5) 5th November Diwali day. Nobody turns up. Another great example of keeping commitments. As of now I have decided not to get in touch with Tata Sky and check on how long they take to keep their commitment.
6) On 6th November 2010 at around 11.00 am my wife receives a call from one of the Tata Sky Personnel Nilesh (mobile no [protected]) asking for when the installation can be scheduled. As we are out visiting our relatives, we ask him if the same can be scheduled at 4.00 pm the same day. He obliges saying that he is anyway scheduled to be in the same area and has got some other installations hence will be able to do the same. He asks us to give him a repeat call at around 3.00 pm. At around3.15 when my wife gets in touch with him, he says that his installation will get completed by 5.00 pm; hence he can be there after that. When contacted at around 5.00 pm he says he will not be able to give commitment on the instation, and wants us to talk to his TL, one Mr. Akbar. The mobile no given is [protected]. I try contacting the person on this mobile from 17.06 to 17.32. After 18 attempts (when the mobile kept telling me that the customer was busy and to try later), I am able to speak to a person at the other end. He is not Akbar, but says will look into my concern. On further calling Nilesh, he says that he has not received the WO at all, hence cannot schedule any installation. I contact the service centre to complain and get the news that Nilesh had some conflict with the Watchman of our building on the location on installation; hence he has flatly refused to come for any installation in the same building.
Finally after given a piece of my mind to the person in the service centre, he promises to get the installation done thru some other person, on the same day. I receive a call at around 7.00 pm from on Mr. Vishal, telling me that someone would come to do the installation. I tell him that the installation may not be possible as it is dark, and the society does not allow installation on the terrace after 6.00 pm. At around 8 pm (when it is pitching dark) a person by the name of Sandeep (Mobile no [protected]) arrives with another 2 associates to install the dish. As he has been given the same story of a wild watchman, by Nilesh, I personally receive Sandeep on the ground floor. As expected the Builder and the watchman (as instructed) take objection o the installation, hence they have to return back. But the site is inspected and the agreed place for installation is also seen. Sandeep goes back with the promise (very reluctantly) that he would come around 10.00 am the next day for installation.
7) 7th Nov 2010. At around 10.30 am when I try contacting Sandeep to schedule the promised installation, he said that he is away somewhere ad will not be able to do the installation. When asked when it would be possible, he says he cannot tell. So much for keeping your own commitment. AT around 14:23 I receive a call from one Mr. Hemans ([protected]), asking the status of my installation. I tell him the whole story, he tells me he will revert back. As expected no one reverts back.
8)8th Nov 2010. Again around 10.45 am I receive a call from the same Mr. Hemant, asking me if any service personnel has contacted me yesterday. When I respond in the negative, he says he will revert back. After some time he puts me on conference with Mr. Vishal, who had sent Sandeep. As usual the same story of watchman not allowing, not able to do the do the installation.
In the last one week I have been contact with umpteen no of people associated with the Tata sky family, but unfortunately, not a single person has come out to be caring about my on concern on getting the installation done.
By the time you decide to respond to this email, I would be out of town for the next 5 day till Sunday 14th Nov 2010. The actions, that I would like to do once I am back, is
a) Go back to MORE MEGASTORE, and register my complaint with them asking them not to recommend the Tata Sky DTH service to anyone.
b) If I happen to find any customer who is on the verge of buying the Tata Sky digicomp, i will willingly donate both my purchased digicomps, for free. I would also give him a copy of this email so that he understands the service he will receive.
c) Send a copy this email to the Consumer Forum and lodge an official complaint for the mental harassment which I have been thru.
d) It will be my personal goal to be present at as many Tata Sky outlets counters in Croma/Hypercity/More Megastore, and hand over copies of this email to help people not buy the Tata Sky products in future.
I had great respect for the TATA brand name, especially after all that has been done by Mr. Ratan Tata post the launch of Nano. But if there is one advice which he would heed from a common man like me, then it would be good to hive off Tata Sky for the sheer lack of customer centricity, else accept the fact that the whole Tata Group’s commitment to the customer & customer centric service is all a farce.