[Resolved]  Tata Sky — Pathetic Customer Service and Complaint Redressal - No Signal, Tata Sky

Address:

Bangalore, Karnataka

I do not have Tata Sky signal since last 4 days. I am unable to post a series of messages (SMS's from there customer cell) to demonstrate the pathetic customer service but here is a mail, which I was forced to write today to there nodal officer. I won't be surprised if I do not receive or receive unsatisfactory answers after this too. Here is the mail and will update this:

[protected]@tatasky.com

Hi,

The following is the time line of my tortorous interaction with Tata Sky customer service:
I lost my Tata Sky signals on Saturday (25/05/2013) afternoon and raised a complaint to have that addressed on that same day.
Till Monday morning, no one called or visited to resolve the problem - inspire of multiple reminders to the call center.
After multiple messages for change of work-order number and reschedule notices on when someone will visit my premises, someone finally showed up towards the end of the day and after a few running arounds in-&-out of my place, left un-announced and without the problem fixed.
On Tuesday morning I was informed over phone that there was a cable problem and all subscribed apartments in my complex where in trouble. This has now been fixed and I verified that some channels had started coming. I said thanks and they closed the complaint almost immediately.
It just took me an hour of surfing to realize that the signal has only been partially restored. Most of the channels (almost 65%, including all the kids channel's), which I was subscribed for were not receiving any signal.
Raised the complaint again and finally someone visited in evening, only to play around and left with a promise to return on Wednesday morning. By the time he left, I was back to where I started from - NO SIGNAL FOR ANY CHANNELS.
Wednesday morning, no one visited even after 2 hrs of scheduled time and then after a reminder call - the complaint was closed as RESOLVED.
I have again broke my head, to reopen the complaint - WOULD THIS EVER BE RESOLVED GENUINELY???
Besides this, talking to your Customer Call Centre is good enough to get a person sick with hypertension. You guys are a classic lesson on how pathetic could customer service be. A snapshot of your pathetic service:
In-spite of recognizing my name from my cell number - your DUMB executives or your redressal system has no sense to first try to find why a customer is calling? Everytime I called, I had to narrate my agony to each executive and that kept increasing with every passing data and number of calls.
The only objective which your customer care executives are concerned about is maintaining their 24hrs SLA. And a clever way of doing it is to close the previous work-order and open a new every other day. Ever heard of putting your customer first??? Sounds alien? - I am not surprised.
The worst part, they close your complaint without confirming if the issue has been resolved or has been completely redressed. Again - the performance and SLA of your executives and process is more important - so in the last 5 days, my issue has been closed at least thrice.
When your executives say sorry, we understand the trouble - trust me thats so stale, I feel like puking at them. Dishonest and unappreciative apologies taste like that only. After that its a standard reply that someone will call and / or visit in 2hrs. We have heard it so many times and glad to report that those words have never been honored (not once). So when someone apologies and says that 2 hr again - I am left with no other feeling but a feeling of having wasted my time with another disgusting, dishonest and uncaring Tata Sky person.

I am hooked to you guys because of an advance payment but if you or anyone else responsible has any sense of regret or a desire to make things right - plz fix my problem or help free me from the torture of dealing with TATA SKY.

Abhishek