[Resolved]  TATA TELECOMMUNICATIONS — FAIL TO PROVIDE INTERNET SERVICE BUT LEVIED CHARGE

BELOW IS THE WHOLE STORY

TATA COMMUNICATIONS should be ashamed of themselves, as there MANAGERS even ignores the complaints raised. They have no understanding of the complaint issue.

Now your callers are harrassing me asking the reason for sending the line suspension request. Does your company has common sense? Before you ask someone to call for customer retention you must tell them the reason for closure

It is my right to ask for information (RTI) about the procedure to raise this complaint to second level because you have no courtesy to even revert on my email.




On 5/27/09, Hitesh Khaneja <hitesh.[protected]@gmail.com> wrote:
Dear Sir/Madam,

Firstly, one should write his/her name while sending email/letter to anyone.

Moreover, before the installation I informed this to everyone that I would be using the connetion for video data transferring. If you are incapable of resolving the issue then do not put the blame on others. As your company coulld manage to resolve it somehow for few hours but they didn't know what the fault is!!! So please donot act smart here!

You didnot answer to all my questions
Your executive didn't turn up after a committment due to which I had to pay to my camera vendor for his visiting charges so your company is liable for it, Need an answer?
What is the amount that you are going to refund?
If I was committed that somebody will get back to me to fix the problem in 24HRS then why nobody contacted me? Where is the case study?
You being a senior officer for a company like TATA should know how to acknowledge all the issues raised and that too in timely manner. I advise you to go work for AIRTEL for somedays to know how the telecom runs!!! Sorry to say but this is what I feel about you.

Kindly revert.

Hitesh

On Wed, May 27, 2009 at 6:55 AM, Nodal Officer North <Nodalofficer.[protected]@tatacommunications.com> wrote:



Dear Mr. Khaneja,



Thank you again for writing to Tata Communications Ltd.



With reference to the appended mail, we apologize for the inconvenience caused to you due to interruption in services. With respect to your web cam connectivity concern we wish to inform you that we are working as an ISP (internet service provider) hence we are only responsible for your internet browsing



As already discussed if you want to configure your own network then kindly upgrade your network according to your requirements or contact your hardware engineer.



Since you have declined the offer, and requesting for termination hence your account has been suspended as per your request and currently there is no outstanding against your account and wish to inform you that concern regarding refund already sent to respective concern department. It will take around 60days after router collection, we request you to return the modem/router as soon as possible as it is company’s asset. Please treat this as a full and final settlement against your account.



We need your valuable support during this period



For any further assistance please,



Contact 24 hours toll free Customer Care:[protected] or call the Customer Service number in your city.
You can also write to us at [protected]@tatacommunications.com.


Assuring you of our best of services at all times,



Yours sincerely,



Nodal Officer – North

Tata Communications Ltd








[protected][protected][protected][protected]

From: Hitesh Khaneja [mailto:hitesh.[protected]@gmail.com]
Sent: Saturday, May 23, 2009 4:59 PM
To: Customer Service (Retail-India); Nodal Officer North
Cc: [protected]@network18online.com
Subject: Fwd: FW: FW: Dissatisfaction and Compensation of your services



I have just talked to the supervisor at your customer services and what they say that my line is still active. When I said I have sent an email asking for termination of services then I was told that they can see that I have requested for termination of services but there is nothing about Refund and compensation.



This is high time now your company is bull !!!



Kindly refund my entire amount and the compensation as I could not use the services for even a single day. Now even you NODAL Officer has stopped picking my phones. His name and phone number is as follows:



KUNAL [protected].



Do not ask any person to call me now to know "Kya aapka internet chal raha hai". Person who calls always has no clue about the problem I am experiencing. Try understand that time is money.



Hitesh Khaneja

PH [protected]


[protected] Forwarded message[protected]
From: Hitesh Khaneja <hitesh.[protected]@gmail.com>
Date: May 21, 2009 3:46 PM
Subject: Re: FW: FW: Dissatisfaction and Compensation of your services
To: Nodal Officer North <Nodalofficer.[protected]@tatacommunications.com>
Cc: [protected]@tatacommunications.com



SEEING THAT YOU COULD NOT FIX THE PROBLEM I AM EXPERIENCE EVEN AFTER APPROX. 10 DAYS OF INSTALLATION I THEREFORE WANT YOU TO TERMINATE THE SERVICES AND REFUND MY ADVANCE IN FULL.



KINDLY TAKE YOUR MODEM OFF FROM MY SITE AND RETURN MY PAYMENT GIVEN AS ADVANCE FOR 4 MONTHS RENTAL ALONGWITH THE AMOUNT I HAD TO PAY TO MY CAMERA VENDOR.



IF NO WRITTEN CORRESPONDECE RECEIVED FROM YOU ACKNOWLEDGING THE ISSUES RAISED BY ME THEN I WOULD HAVE TO TAKE THIS MATTER FURTHER TO GOVERNING BODIES.



I HAVE NEVER SEEN A TELECOM SERVICE PROVIDER LIKE YOURS... YOU SHOULD BE ASHAMED OF YOURSELF. I WOULD NEVER RECOMMEND SUCH APPAULING SERVICES TO ANYONE.





On Tue, May 19, 2009 at 7:28 PM, Hitesh Khaneja <hitesh.[protected]@gmail.com> wrote:

Kindly let me know the time you would require to fix the issue and resolve the complaint. It's hampering my business and I cannot believe that a company like yours could take that long to resolve this issue.



FYI, I am using the services of Airtel for my another 4 locations since last 1.5 yrs and I have never had issues as such. Whenever I had problems with them they could resolve it in 4hrs. time only.



Kindly reply.



Hitesh



On 5/18/09, Nodal Officer North <Nodalofficer.[protected]@tatacommunications.com> wrote:



Dear Mr. Hitesh,



Thank you for writing to Tata Communications Ltd.



With reference to the appended mail, we apologize for the inconvenience caused to you due to interruption in services.



We have carefully noted the contents of your mail and would resolve your concern at the earliest.



Your complaint has been registered as docket number NO/NOR/ 9764596.



For any further assistance please,



Contact 24 hours toll free Customer Care:[protected] or call the Customer Service number in your city.
You can also write to us at [protected]@tatacommunications.com.




Assuring you of our best of services at all times,



Yours sincerely,



Nodal Officer – North

Tata Communications Ltd.








[protected][protected][protected][protected]

From: Hitesh Khaneja [mailto:hitesh.[protected]@gmail.com]
Sent: Sunday, May 17, 2009 1:10 PM
To: Customer Service (Retail-India)
Cc: Appellate Authority
Subject: Re: FW: Dissatisfaction and Compensation of your services



Hi Sarala,



It is my understanding that you have NOT read my email carefully because you have acknowledged all the issues/concerns raised by me. I am using this connection for business use, not for residential purpose. It's my hampering my business.



Kind of reply you have given on my complaint is not satisfactory!!!



On 5/17/09, customerservice <[protected]@tatacommunications.com> wrote:




Dear Mr. Hitesh,



We regret the inconvenience caused to you.



We have already registered your concern regarding connectivity with complaint number 9764596. Our team is working on priority and the needful will be done at the earliest.



Assuring you of our best services all times.




For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on [protected]@tatacommunications.com. We will be delighted to assist you




Warm Regards,



Sarala,
Customer Service,
TATA Communications Internet Services Ltd.






[protected][protected][protected][protected]

From: Hitesh Khaneja [mailto:hitesh.[protected]@gmail.com]
Sent: Friday, May 15, 2009 9:00 PM
To: [protected]@tatacommunications.com
Subject: Dissatisfaction and Compensation of your services

To,

The Manager,



I took internet connection in last week but it's not working the since the very first day of installation. I cannot even express my dissatisfaction level because everytime I called customer care what I was told is "Aapka internet chal raha hai to humara koi fault nahin hai" Reason why they say it like this is because I took a static IP for the purpose of transferring video data. If your services were unable to do so since beginning it was not of any use to me. Today after so many days and complaints your engineer lined up the call with someone in your technical team and they could manage to fix it up in 15 minutes.

I had such a bad experience so I would never think of availing the services of yours at my other sites. It is worth paying 200 rupees extra to Airtel because their word is their commitment. Also they are capable of fixing the issue in 4 hrs, which is not even somewhere near to yours!!!.

Now, I want you to consider my date of installation as today and also need a compensation of 450 rupees which I had to pay to my video data transfer vendor because your employee named MUKESH Ph:[protected] set a time with the camera company as 11AM but he didn't turn up. Everytime I call the camera vendor I have to pay him visiting charges i.e. 225. Today was the 2nd time when I called him but he didn't do anything or any change from his end. Fault lied at your end so you need to incur the loss.

Kindly revert

Unhappy customer
Hitesh


My login ID is I.penterprises
Registered Phone: [protected]
Address: C-9/22 Sector 7 Rohini