[Resolved]  Tulip Telecom Limited — Reg: ill connection by tulip telecom limited

Address:

New Delhi, Delhi

Dated: 14th august 2010

Reg: ill connection by tulip telecom limited

Circuit number: 48054
Sales person: mr. amardeep singh
Client account manager: mr. kumar binitabh
Ill provider: tulip telecom limited, c-160, okhla industrial area, phase – i, new delhi 110020
Client: teleserve sys. pvt. ltd., a-50, sector 58, noida 20301 (up), india

Sir,

This is to bring to your notice the problems that we are facing due to very poor quality of services being offered by tulip telecom limited.

We released the po for ill connection 2 mbps dedicated on 20th july 2010 and was committed of the activation of the connection maximum by 31st july 2010 by your sm – commercial (mr. amardeep singh).
Repeated numbers of follow-ups were done from our end, but in vain. no importance was given to our time, business loss, stress or problem (s). we tried to be cooperative and patient more than expected, but everything was taken for granted.

Mr. amandeep stopped attending calls, number of times we had to wait for a call-back for hours even when the situation went from worse to critical. we started observing losses w. e. f. 1st august 2010 when all the staff was in office, but no link of ill to work on, as almost the entire job is done online.

We suffered loss of client job delivery, we had to bear number of factors including but not limited to salary, revenue / production, client delivery, mail communications, invoice to be sent to clients through mails etc.
Lately, after the link was up and functional, we faced an outage on 12th august 2010 afternoon of which we were assured that will be resolved within 4 hours of time (fault ticket number – 880156, time 16:41:54 hours) – the ticket was raised after number of calls to your executives, our account manager mr. kumar binitabh. this outage was not informed to us and resulted in immediate blockage of work / assignments / projects. none of the support people were ready to visit on-site and check / troubleshoot the problem for 48 hours. today one of your people mr. rakesh visited our office at 3 pm to check the problem was resolved or not. he was not carrying any work-order / complaint with him which could authorize him to use our server / workstation (s), but he stayed and insisted to do even after we refused.

To avoid any further losses, we allowed him to do the job but under our supervision only.
The link was up by that time, but since this ill was supposed to be a dedicated 2 mbps 1:1 ratio connection, we were surprised to find out the results:
(ref: http://www.speedtest.net/result/[protected].png)

We are not able to match / compare the level of services committed with the ones delivered.

The reasons that we’ve been told every-time we approached for any of our problem / service delays were:
1. amardeep / preeti / kumar etc.: devices not being issued / delivered to our site due to rain – 3rd august 2010

2. number of repetitive calls from 31st august to 6th august for checking the status of the work progress form our end in-spite of mr. amardeep / mr. kumar to call us and update on the same. moreover, statement we hear is : ‘sir, i cannot work under such pressure, if you keep calling me again and again’, calls were being made at an interval of minimum of 30 minutes because:

A. i commitment – 31st july 2010; by eod

B. ii commitment – 2nd august 2010; 2 pm

C. iii commitment – 2nd august 2010; 4 pm

D. iv commitment – 2nd august 2010; today evening

E. v commitment – 3rd august 2010; 1 pm

F. vi commitment – 3rd august 2010; 4 pm

G. vii commitment – not today (3rd aug), tomorrow by 1 pm (4th august 2010)

H. viii commitment – 4th august 2010; by evening

….. and so on till the time link setup was done 6th august

Finally we said, we won’t call but please let us know once each process / stage gets over and your proceed to next one (mile-stone update), but, not even a single call on this, which made us call again.

3. amardeep: i’m driving and will call back in 10 min – this actually turned out to be in hours / days

4. amardeep: i’m in meeting (10:15 am 4th august 2010) – still in meeting, stopped attending calls (3 pm). hours of meeting, but no customer care kind of attitude seen.

5. we were given rf whereas we were committed of lease-line connection which of course was mentioned and still we do not see any lease-line being set-up – 14th august 2010. even for rf, they did not setup any tower / but are actually using the equipments that we had to provide.

6. amardeep / kumar / vikas / sandeep etc.: caller not responding / picking calls – ‘n’ number of times

7. mr. kumar & mr. vikas: we will report to noc – no response after that

8. mr. kumar: was your connection not rectified yesterday? – 14th august 2010 (when he knows that we’ve been calling past 3 days regularly)

9. amardeep / kumar etc.: denial for sending any technician on-site for support / setup.

10. some new person today: “sir, the delay was caused because equipments delivered to wrong address – sorry” j

And many more….

We have actually been fed-up and tired of all these responses / support.

Since we are in it services and consulting, we always believe in long term relation with clients & vendors. so we request you to please look into it and assure us of the services along with tat (turn-around-time) commitment, ill to be of minimum of 2 mbps speed, responsible behavior of tulip support / concerned staff, concern for the customer (customer-care), 24x7 support availability, customer satisfaction.

Moreover, we are in no position to bear any losses, specially due to non-responsible behavior of vendors, so we have calculated the minimum cost that we are looking forward to from your end on immediate basis. we were left with no option but to stop the cheque of 11, 030 inr which was given as one-time set-up cost for lease-line connection (to be done by 31st july 2010).

We request you to kindly look into this matter at the earliest and release the attached invoice amount asap.

We look forward to a positive and sooner response.

Thanks,
Accounts department ([protected]@coredbsystems.com)
Teleserve sys. pvt. ltd. - tss
Http://www.tss.org.in/
A-50, sector 58, noida 201301

[protected] / +91.[protected] / +91.[protected]