Tata Docomo — Selling the porduct by providing wrong information & refused to pay refund immediately

Sep 11, 2015

Updated by AmolZore Below is my communication email with TATA Docomo Customer Care.

Dear
Hemant,

Your feedback will
not compensate my losses & if you seriously want to be a proactive then
learn to understand customers’ grievance first.

Policies are designed
to facilitate your customers. So don’t utilize it to escape from your
responsibilities.

Please make a note
that I have already got confirmation from your customer care executive that my
refund cheque will be delivered to me within 30 day (Of course that is also not
acceptable to me) from the date of device submission. But I can now say that
TATA Docomo changes the policies as per their whims & fancies.


I am dealing with
many service providers in the telecom Industry from last 10 years & this is
worst experience which I have got from Tata Docomo.

My complaint was
handled with very casual approach by you & it seems this is your common
practice to sell the products.

It is advisable to
show some business ethics & don’t make money by misguiding
customers.


Regards,


From: appellate
mum GSM [mailto:appellate.[protected]@tatadocomo.com] Sent: Friday, September 11, 2015 11:54
AMTo: Amol ZoreSubject: RE: Complaint - Tata Phonot No
[protected]~~M24086783

Dear
Sir,

Greetings from TATA
DOCOMO!

With reference to your mail below
and as per our conversation, regarding Device Refund issue for your TATA Docomo
Number[protected].

We would like to inform you that
device refund cheque will be delivery on your communication address within 60
days.

Corrective action have been
initiated on the concerns raised by you.

Your feedback would definitely be
given to all concerned departments to ensure increased
proactiveness.

We sincerely apologize for the
inconvenience experienced by you.


Warm
Regards
Hemant
Bansode
Appellate Authority
Secretary
Mumbai
TATA
DOCOMO

Circle
Office: D-26, TTC Industrial Area, MIDC
Sanpada, P.O Turbhe Mumbai - 400703.
Fax
No.:
[protected]
Email
ID: appellate.[protected]@tatadocomo.com
Website:
www.tatadocomo.com

Phone
No.: For Postpaid and Prepaid – 121 from
TATA DOCOMO number
From
Non TATA Mobile Phones –[protected]
For
PHOTON customer –[protected]toll – free)
Registered Office Address: Tata Teleservices (Maharashtra)
Limited, Voltas Premises, T. B. Kadam Marg,
Chinchpokali, Mumbai - 400033
CIN
No.: L64200MH1995PLC086354


From: appellate
mum GSM Sent: Thursday,
September 10, 2015 5:15 PMTo:
'Amol Zore'Subject: RE: Complaint - Tata Phonot No
[protected]~~M24086783

Dear
Sir,

Greetings from TATA
DOCOMO!

With reference to your mail below
and as per our conversation, regarding Device Refund issue for your TATA Docomo
Number [protected]

We have acknowledge your concern
and will get back to you.

We sincerely regret the
inconvenience caused to you.

For any query, please do revert us
back.


Warm
Regards
Hemant
Bansode
Appellate Authority
Secretary
Mumbai
TATA
DOCOMO

Circle
Office: D-26, TTC Industrial Area, MIDC
Sanpada, P.O Turbhe Mumbai - 400703.
Fax
No.:
[protected]
Email
ID: appellate.[protected]@tatadocomo.com
Website: www.tatadocomo.com

Phone
No.: For Postpaid and Prepaid – 121 from
TATA DOCOMO number
From
Non TATA Mobile Phones –[protected]
For
PHOTON customer –[protected]toll – free)
Registered Office Address: Tata Teleservices (Maharashtra)
Limited, Voltas Premises, T. B. Kadam Marg,
Chinchpokali, Mumbai - 400033
CIN
No.: L64200MH1995PLC086354


From:
Amol Zore [mailto:Amol.[protected]@wns.com]
Sent: Tuesday, September 8,
2015 6:15 PMTo: appellate mum
GSM; appellate mum GSMSubject:
RE: Complaint - Tata Phonot No
[protected]~~M24086783

Hi
Team,

This is a gentle
reminder to reply my query.


Regards,

Amol
ZoreDeputy Manager
- Admin- WNS Global
Services (P) Ltd | www.wns.com
Gate No 4, Plant
10 / 11 Godrej & Boyce Complex, Pirojshanagar, LBS MargVikhroli
(West), Mumbai, Maharashtra, 400079
IP: | Direct: [protected]| Mobile: [protected] |
Email:Amol.[protected]@wns.com

ONE WNS ONE
GOAL OUTPERFORM


Connect with WNS


From:
Amol Zore Sent: Monday, September 07, 2015 5:38
PMTo:
'appellate.[protected]@tatadocomo.com'; 'Appellate.[protected]@tatadocomo.com'Subject: FW: Complaint - Tata Phonot No
[protected]~~M24086783

Hi
Team,

With reference to the
below email, I am escalating my concern to you about refund of my
money.

Request you to revert
with a proper justification for blocking my money for 30
days.


Regards,


From:
[protected]@tatadocomo.com [mailto:[protected]@tatadocomo.com] Sent: Monday, September 07, 2015 5:09
PMTo: Amol ZoreSubject: RE: Complaint - Tata Phonot No
[protected]~~M24086783

Dear Mr. Zore, We refer to your email dated 6th
September 2015 for your Photon number [protected] regarding: 1.Device
price refund concern: As per our telephonic conversation on [protected],
we would like to inform you that we have already forwarded the case to the
senior department for device price refund and as per revert from concern
department please be informed that the device price will be refund within 30days
from the date of disconnection. Further you can get in touch with our
appellate authority at (Appellate.[protected]@tatadocomo.com). 2.Billing issue:
Please be also informed that the complaint has been registered regarding
billing issue with Reference Number[protected] Dated: 7th September 2015 and will
be completed within 9th September 2015. Thank You for surfing with
Photon. If there�s anything else that you
want to share with us, we are all ears. Warm Regards, Sarvan Singh
Tata Docomo Photon Discover the quick, simple & convenient way
to access your account details. Depending upon you convenience you can choose
to: 1.Download My Tata Docomo app on your Smartphone from Play Store and
access your account details anywhere anytime on the GO. 2.Register on My
Account at tatadocomo.com - to register now just click here:
https://www.tatadocomo.com/gmyaccount.aspx Registered Office : Tata
Teleservices Limited, Jeevan Bharati, Tower 1, 10th Floor, Tower 1, Jewan
Bharathi, 124 Connaught Circus, New Delhi 110001. CIN- U74899DL1995PLC066685
Visit our Website at www.tatadocomo.com Email us at
[protected]@tatadocomo.com * For Postpaid and Prepaid - 121 from Tata connection.
* For Photon Tata Docomo[protected]toll free) * We are also
accessible from non Tata mobile phones on[protected]. Toll free from TATA
Mobile phones only. -----Original Message----- From:
Amol.[protected]@wns.com Sent:[protected]:17:30.0 To :
"[protected]@tatadocomo.com" Cc: null Subject: RE: Complaint - Tata Phonot No
[protected]~~M24086783 [Note: Please don't change the subject for internal
tracking purpose and immediate action. _____________________________
Hi Rakesh, Can you please update me on this? Also
note that I have received an SMS to pay the bill of Rs. 414/- Please ensure to
wave off these charges. Regards, Amol Zore Deputy Manager - Admin- WNS Global
Services (P) Ltd | www.wns.com Gate No 4, Plant 10 / 11 Godrej &
Boyce Complex, Pirojshanagar, LBS MargVikhroli (West), Mumbai, Maharashtra, 400079
IP: | Direct: [protected]| Mobile: [protected] |
Email:Amol.[protected]@wns.com ONE WNS ONE GOAL OUTPERFORM
________________________________
[cid:image409bfb.[protected]@81a048a2.46b3464b]
[cid:imageeb063c.[protected]@25401fb3.48956624] [cid:imagedebf60.[protected]@21c6d4a1.43b2391d]
[cid:imagee45765.[protected]@68c3f32d.4ba628c5] [cid:imagee1e562.[protected]@19269d65.489250a9]
Connect with WNS ________________________________ From:
[protected]@tatadocomo.com [mailto:[protected]@tatadocomo.com] Sent: Wednesday,
September 02, 2015 5:15 PM To: Amol
Zore Subject: RE: Complaint - Tata Phonot No
[protected]~~M24086783 Dear Mr. Zore, We refer to your email
dated 1st September 2015 regarding refund issue for your Photon number
[protected]. As per our telephonic conversation on [protected], we regret
for the inconvenience caused due to the misguided sell. We regret to
inform you that the device price refund can only be processed within 30 days
from the date of buyback initiation. We would like to inform you that we
have escalated the issue to the concerned department as per your request to
arrange the refund immediately. We will duly notify you aboout the same upon
closure. We request you to kindly bear with us while we are working on
your issue. We thank you for your patience. If there's anything
else that you want to share with us, we are all ears Warm Regards,
Rakesh Kumar Sahu, Tata Docomo Photon Discover the quick, simple
& convenient way to access your account details. Depending upon you
convenience you can choose to: 1.Download My Tata Docomo app on your
Smartphone from Play Store and access your account details anywhere anytime on
the GO. 2.Register on My Account at tatadocomo.com - to register now
just click here: https://www.tatadocomo.com/gmyaccount.aspx Registered
Office : Tata Teleservices Limited, Jeevan Bharati, Tower 1, 10th Floor, Tower 1,
Jewan Bharathi, 124 Connaught Circus, New Delhi 110001. CIN-
U74899DL1995PLC066685 Visit our Website at www.tatadocomo.com Email us
at [protected]@tatadocomo.com * For Postpaid and Prepaid - 121 from Tata
connection. * For Photon Tata Docomo[protected]toll free) * We are
also accessible from non Tata mobile phones on[protected]. Toll free from
TATA Mobile phones only. -----Original Message----- From:
Amol.[protected]@wns.com Sent:[protected]:18:04.0 To :
"[protected]@tatadocomo.com" Cc: null Subject: RE: Complaint - Tata Phonot No
[protected]~~M24086783 [Note: Please don't change the subject for internal
tracking purpose and immediate action. _____________________________
Dear Debasis, I am one of those Indians who blindly follow
�TATA� brand due their business
ethics, so don�t prove me & your
organization wrong. Mr. Ratan Tata had said in his interview somewhere
that �In today's world, what
customers are looking for, I believe, are products that suit their purpose best
in terms of price, features, quality and appearance. They expect to be treated
as kings and to receive sales and service support for products. They expect to
receive timely and competent attention, along with a definite solution to their
problems from our service people, dealers or channel partners.� So don�t you think that you are
spoiling his values by giving me such unintelligent reply? I strongly feel that
I am begging for money from you, whereas founder of your company expects to
treat a customer as �KING�. Can you please
explain why should I suffer for your company�s inefficiency in
providing services? Is it my mistake if your franchise misguides
customers to gain their commission? Why Tata Docomo can�t take responsibility of
this malfunctioning? I had not asked you to educate me about your refund
policy. Let me remind you once again that I WAS ASKED TO SURRENDER THE SERVICE
BY YOU. So your policy should not be applicable for me. Looking for some
logical reply from you. Regards, Amol Zore Deputy Manager - Admin- WNS Global
Services (P) Ltd | www.wns.com Gate No 4, Plant 10 / 11 Godrej &
Boyce Complex, Pirojshanagar, LBS MargVikhroli (West), Mumbai, Maharashtra, 400079
IP: | Direct: [protected]| Mobile: [protected] |
Email:Amol.[protected]@wns.com ONE WNS ONE GOAL OUTPERFORM
________________________________
[cid:imagee1de82.[protected]@cb64a823.44b5dc59]
[cid:imagecd2335.[protected]@d0e30b41.4590df35] [cid:image07031d.[protected]@fb9beb97.4a8418d4]
[cid:imaged2efc7.[protected]@9655dd81.44a79ddc] [cid:image804dd0.[protected]@b42048a5.4a8daddc]
Connect with WNS ________________________________ From:
[protected]@tatadocomo.com [mailto:[protected]@tatadocomo.com] Sent: Monday, August
31, 2015 7:06 PM To: Amol Zore
Subject: Complaint - Tata Phonot No [protected]~~M24069013 Dear Mr.
Zore, We refer to your email dated 31st Aug 2015 for your Photon number
[protected] regarding: 1. Device Cost refund. We regret
for the inconvenience caused to you due to wrong information provided by brand
store, non co-operation from executive and connectivity issue. As per
our telephonic conversation on [protected], we would like to inform you that
device buy back process is applicable for your account as date of activation is
19th Aug 2015 and you have confirmed us that you have already submitted the
Photon Device in Brand store. Kindly note you will received the refund
cheque within 30 days(post submitting the device) at your registered billing
address. 2. Wrong information regarding brand store. We
would like to inform you that a complaint has been registered with service
request number[protected] and the same shall be addressed within 02nd Sep 2015.
3. Disconnection. The disconnection request has already been
raised for your Photon number [protected] on 29th Aug 2015 and the request number
is[protected]. Our Photon Care representative shall get in touch with you within
48 hours with respect to your request. Please note that the connection
will be deactivated on 06th Aug 2015 unless notified from your side. The current
outstanding in your account is nil. Please be informed that you shall be
receiving a bill (from 19th Aug 2015 to 03rd Sep 2015)for the month of Sep 2015
and final bill (from 04th Sep 2015 to 05th Sep 2015)for the month of Oct 2015
Your approximate final bill amount will be Rs. 57. We would like to
inform you that post generation bill(05th of every month) if there is no usage,
request you to revert us so that we can raised appropriate complaint regarding
billing issue. Please use your Photon Account Number[protected] to make
the payment. 4. Connectivity issue. We would like to inform
you the area you have referred to, is a low coverage area and hence you will
experience slow speeds and network fluctuation in the mentioned area. We would
also like to share that TATA Photon is a mobile internet device and you can
enjoy better speeds in the other areas. If there�s anything else that you
want to share with us, we are all ears. Warm Regards, Debasis
Mukherjee, Tata Docomo Photon Discover the quick, simple &
convenient way to access your account details. Depending upon you convenience
you can choose to: 1.Download My Tata Docomo app on your Smartphone from
Play Store and access your account details anywhere anytime on the GO.
2.Register on My Account at tatadocomo.com - to register now just click
here: https://www.tatadocomo.com/gmyaccount.aspx We would love
to hear from you, Click here to share your valuable feedback. Note : The
feedback link will go inactive in 3 days. Registered Office : Tata
Teleservices Limited, Jeevan Bharati, Tower 1, 10th Floor, Tower 1, Jewan
Bharathi, 124 Connaught Circus, New
Delhi 110001. CIN- U74899DL1995PLC066685 Visit
our Website at www.tatadocomo.com Email us at [protected]@tatadocomo.com *
For Postpaid and Prepaid - 121 from Tata connection. * For Photon Tata
Docomo[protected]toll free) * We are also accessible from non Tata
mobile phones on[protected]. Toll free from TATA Mobile phones only.
-----Original Message----- From: Amol.[protected]@wns.com Sent:
[protected]:13:09.0 To : "[protected]@tatadocomo.com", "appellate.[protected]@tatadocomo.com" Cc: "[protected]@gmail.com", "[protected]@gmail.com" Subject: Complaint - Tata Phonot No
[protected]~~M24069013 [Note: Please don't change the subject for internal
tracking purpose and immediate action. _____________________________
Hi Team, I had purchased Tata Photon Wi-Fi dongle from your
franchise M/S Rishab Communication (Dombivali West) on 14th August 2015.
Before purchasing it, I had enquired about network availability in my
area with executive (Ms Deepa) present in gallery & she had assured me about
it. My residential address is available in your record if you want to recheck
it. My photon got activated on 19th August 2015 by you from backend, but
there was some technical issue in device & finally it got activated on at
2115hrs on 21st August 15 after our multiple visits in gallery. The staffs
working in this galley are not at all cooperative & behave impolitely with
customers. I had raised complaint (No[protected] with your customer care no
about it on 21st August 15. I am still waiting for action taken. After
reaching home, I tried to connect device with my desktop but there was network
issue. So I had again raised complaint on customer care no & my complaint id
no is[protected]. On 25th August your engineer visited to my place &
he noticed low network availability in my area. He conveyed the same message you
to customer care centre, subsequently I got call to surrender Tata Photon device
in Tata Docomo branded store in Dombivali (E) as it was not possible for you to
improve network in my area. I visited Tata Branded store in Dombivali
(E) on 29th August 2015. Surprisingly I was informed by executive present in the
store that there is no such process available. So I again called customer care
no to check the further process. After a long discussion between me, executive
in store & 2-3 executives from your customer care centre, finally they
accepted my Tata Photon dongle, but there were not ready to raise cancellation
request & again I had to coordinate with your store executive & customer
care executive to raise it. My cancellation request is[protected]. My
call duration was 48 mins & 42 second to convince both teams to accept
device & raise cancellation request. In addition to this, customer executive
in Tata Photon branded store Ms Sheetal Chauhan & executive from customer
centre Mr. Meghal were extremely rude with me which is no at all acceptable. Ms
Sheetal wasn�t ready to speak with
customer care executive on call & Mr. Meghal wasn�t ready to address my
queries after raising cancellation request. He was not even ready to provide me
email id to raise my query. I am expecting some basic training to be
provided to your executives to learn how to speak with customers. I have
coordinated with many other service providers in the past but have never
experience such pathetic service from anyone. Please ensure that my
refund cheque of Rs 2000/- will be issued at the earliest as I don�t want to block my money
for 2 months due to your service issue. Also ensure I will not be raised
for this period as I could not avail the service due to network issue. I
am expecting a positive reply from you this time. Please feel free to
call on [protected] for any further information. Regards,
Amol Zore
Amol
Zore Deputy Manager - Admin- WNS Global Services (P) Ltd |
www.wns.com Gate No 4, Plant 10 / 11 Godrej & Boyce Complex,
Pirojshanagar, LBS MargVikhroli (West), Mumbai, Maharashtra, 400079 IP: |
Direct: [protected]| Mobile: [protected] | Email:Amol.[protected]@wns.com
ONE WNS ONE GOAL OUTPERFORM
________________________________
[cid:image305694.[protected]@c8f5eeec.48b76207]
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[cid:imagec204e5.[protected]@b00032b5.4986f6ed] [cid:image2cf9be.[protected]@52820c6b.4db9bdb5]
Connect with WNS
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This email and any files transmitted with it may be confidential and
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This email and any files transmitted with it may be confidential and
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addressed. If you have received this email in error please notify the sender.
The recipient should check this email and any attachments for the presence of
viruses and the company accepts no liability for any damage caused by the same.
Please note that any views or opinions presented in this email are those of the
author and do not necessarily represent those of WNS Group.
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This email and any files transmitted with it may be confidential and
intended solely for the use of the individual or entity to whom they are
addressed. If you have received this email in error please notify the sender.
The recipient should check this email and any attachments for the presence of
viruses and the company accepts no liability for any damage caused by the same.
Please note that any views or opinions presented in this email are those of the
author and do not necessarily represent those of WNS Group.
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[protected][protected][protected][protected][protected][protected][protected][protected][protected][protected]This
email and any files transmitted with it may be confidential and intended solely
for the use of the individual or entity to whom they are addressed. If you have
received this email in error please notify the sender. The recipient should
check this email and any attachments for the presence of viruses and the company
accepts no liability for any damage caused by the same. Please note that any
views or opinions presented in this email are those of the author and do not
necessarily represent those of WNS
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