[Resolved]  Tata Docomo — Broadband

Address:	Pune, Maharashtra, 411014
Website:	www.tatadocomo.com

Ladies and Gentlemen at Tata Docomo,

Kindly read my email below, then try and comprehend the context, once you are sure that you have understood things fully, I will appreciate an appropriate response and action. Please refrain from taking ‘out of context’ decisions like you have done so far, causing me much mental harassment, trauma and loss of business.

Morning of May 19
My account number (broadband) is[protected]. My billing cycle is on the 15th. On the 19th of May, I wrote to you to request for a plan change as I was unhappy with the slow speed I have been getting on my 2 mbps unlimited plan, and its affecting my work adversely. I immediately got a call back from one Renold Dcosta at around 8.45 am of May 19. Please listen to that recording. Amongst other things, Renold said that if I changed to the 10 mbps 50 gb plan (Rs. 1199), it will be activated within 72 hours.

Afternoon of May 19
So I wrote to you to change it to the 10 mbps 50 gb plan on the same day. Now I got a call from Ninad Gadkar, who said that a 72 hour change is not possible for moving from unlimited to limited. He said that the plan change is possible only from June 15; the billing cycle. He confirmed that Renold had provided me with incorrect information. Later that evening I received an email from Ninad towards this effect.

May 19-May 21
I wrote two reminded emails to your team, in response to Ninad’s response to try and get me a faster plan which can change immediately. I was pleading now. I did not hear back from your team, except the standard answer that it can change only from the billing cycle.

May 21
I wrote and also told you over phone, that if you cannot change at all, why don't you change the billng cycle to May 25, so that my requested plan can be effective from then (given that May 21-May 25 is more than 72 hours.). Words that I used in my email “So can you change my billing cycle to, say the 25th of every month? “ Ninad said he will get back.

6.38 am, May 24

I wrote the following email to you:

Hello,

Your promise of a resolution by May 23rd (email below) fell flat; I didn’t hear from you. Why do you promise if you can’t deliver? I requested for something on the basis of a promise made by your staff Renold Dcost (have you listen to the recording of our conversation; if you don’t, why do you record calls).

1. Migrate to the 50 gb 10 mbps plan at Rs. 1199 (Renold promised this will happen in 72 hours)
OR
2. Change my billing cycle date to within 3 days or so, so that you can do the above, if you feel that Renold gave me wrong information

11.30 am May 24
I get a call from Aarti, saying that my request for billing cycle change is accepted and is changed now. However there is no request for plan change. So any plan change now (unlimited to limited) will now be effective from June 25. I tried to explain to her that I never registered a request for billing cycle change (read the words in my email) and told her the entire story. She seemed adamant in not understanding the issue and what I wanted. I requested to speak with her senior; she did not allow me that privilege.

Did you see what happened? Could you understand?

Here is a customer who wanted a plan change to a speedier plan, and since you could not give a solution, I suggested moving ahead the billing cycle date. And what did you do? You took a decision in isolation by moving forward the billing cycle (but not changing the plan) and now saying that I will have to wait form 1 more month for the plan change!!!

What is going on????? Do you not understand English or you cannot understand the context?

WHAT WILL YOU DO NOW?

I guess you have no clue. Or do you? OK, here is what I want.

1. Change the plan to the 16 mbps 100 gb plan (yes, now I am changing my original request) at the ‘earliest possible.’ REGISTER this request first.
2. Once you have registered the above request, then if it takes 72 hours for the plan change to happen, take out your calculator and count when 72 hours will end. Then REGISTER a request for a billing cycle change to that day when 72 hours will end.

Kindly confirm, and save yourself and me a bigger mess.

With regards,

Parthajeet Sarma