[Resolved]  Mahiar Bengali — Inefficient services by Tata Communications

Address: Pune, Maharashtra

Dear Sir,
This is to bring to your notice about how tata communications provide broadband service and how inefficient they are in resolving complaints of a serious nature in spite of bringing it to their notice & on top of it they try to hide and file false & lying reports to cover up their tracks rather to humbly accept their faults and to give seamless and an efficient service.

I am a Tata Communications Broad Band user since the last 7 years (Previously VSNL which was taken over by Tata Communications). My user ID is [protected]@vsnl.net

Since the past 4 months or more, I have been repeatedly complaining to their customer care that I am facing speeds slower (Much slower than even half of what was promised) than promised as per the plan & frequent disconnection from the internet services. When I speak to follow up to my complaints the customer care executives try to run basic diagnostics just for the fun part of it & i do regularly carry out all maintenance required to ensure that my PC / Laptop is free of junk files/ Temporary files / cookies etc., In spite of which I continue to be face recurrent slow speed's. No technician / engineer ever visits my place and automatically after 4 days I get a text message that my complaint has been closed and the issue resolved even though its not resolved.

At last after months of harassment and no solution in sight, I lodged a complaint once again, Service Request number: 16197476 on the 11th of September'2014 for which as usual I was promised a resolution within 24 hours. When I called their customer care on the 12th to know the status, I was informed to my complete shock that their so called technician had filed a report informing that the issue or problem was with the Wi-Fi router that I was using. This report was filed without any Technician / Engineer even visiting my place and at a time when I was at the office in spite of me informing that I am not available at my place till 6.30 pm every day. My house was locked, no one was there and still the technician filed a wrong / False & a LYING report rather than to make the efforts to honestly carry out his duties and to rectify the problem. Since learning of this false report filed, I have become more aware of how Tata Communications and their employees take customers for granted for their inefficiencies and deficient service provided. I started bombarding them with e-mails along with copies marked to their Appellate Authority and in return I learnt today that the complaint has been closed without even having the courtesy to inform me as to what actions were taken, Whether any action was taken against the technician responsible for filing a false report or with out even receiving a word by e-mail from their Appellate Authority who is supposed to be a guardian of customers like me who suffer at the hands of large corporations like Tata Communications.

I pay in excess of Rs 14, 000 per year for this Internet service, but get treated so shoddily by them. Tata Communications does not refund even a Rupee for the inefficient services provided. They are merciless while they ask customers like me to recharge the account and we do not get even a single days grace period to recharge the account. Today, miraculously the Internet is working at the supposed speed but what about the 4 months of money that I spent on an inefficient and worthless service which was promised? My mails to their customer care fall on deaf ears and the responses that I get are without any emotions or feelings and almost robot like and they never take the efforts to take the customer into confidence by sharing the actual reason for their inefficiency. Its such a frustrating feeling & I am now forced to spend hours on this issue which I should be using for constructive activities at home & at office. Are we the customers who are instrumental in Tata Communications being a profitable organisation be made to suffer and just pay so that the employees of this organisation be well fed and taken care off while we suffer by paying for absolutely rotten services which are not as promised and keep paying & paying & paying till its the end for us?

Mahiar Bengali.
Ph No. [protected]
Tata Communications ID : [protected]@vsnl.net