Tata Photon Number: [protected]
My ordeal started on March 29, 2011. I went to Sangeetha Store in R.T.Nagar Bangalore in search of an Internet Connection. I had seen a lot of ads on the TV of "TATA PHOTON PLUS" which talked about speed...pretty impressive. So, I met a tata photon dealer in the shop. He showed me the device and said within one hour the device would get activated and I would have to pay 1800 for the device and take a postpaid plan of 500. I paid the amount got the device activated in the dealor laptop and went home. Also, I was told 100 minutes internet would be free.
I went home connected the device to my laptop and the installation started but it got stuck with not installing one of the EC152 HUEWAI driver. I tried multiple times uninstalling and installing but the same issue was happening. I called up customer care, they also did the same steps o[censored]ninstalling and installing but the issue remained the same. I was promised an onsite technician to come the next day. No one came the next day or the day after. I had to call the customer care again and they promised an onsite technician. The technician came on Monday 4 April. He did the same troubleshoting step o[censored]ninstalling and installing on my windows XP laptop but the issue remained same. He said the device might be faulty and said would come with a new device the next day to my office. The next day he came to office with the new device. The new device had the same issue. I told him its not a hardware issue its a software issue. We tried it on few of our office computer but the same issue was happening. I also went to the shop and did some troubleshooting with representative but the same issue was happening. We even stop my firewall and antivirus but this issue persisted.
So, the issue was not getting resolved. Tata photon should have knowledge base setup to troubleshoot such issue. I made a couple of calls more but not help. I had already wasted so much of my time of getting an internet connection. So, I said if the device is not working I should ask for refund.
I called up customer care and told them the device is not working and I want a refund. Not listening to my issue, they said your computer has hardware issues and u should contact the hardware vendor. I said in the same computer I can access airtel internet, wireless bsnl internet . The issue is only happening with Tata photon plus. I said I am not going to change my laptop for your connection. Moreover I had tried the same device on multiple computers. I said I donot want to do any further troubleshooting and want my Rs 1800 back. The lady on the phone said you will not get a refund from Tata photon, you will have to contact the dealer and write an email to customercare.[protected]@tatel.co.in. So I was given a docket number[protected].
I wrote an email to the given email address but till date I have not got a response. So I called up the dealer and asked for a refund. He said he would speake to his superiors and revert. But I didnot hear from him. So I went to the shop to return the device. He said he want the email and the docket number for the refund. I gave him both. He said his senoir would call me. I got a call the person tried to do a conference call with a techincian from Tata photon plus and requested me that I should co-operate in doing the troubleshooting. I told them that I had done it several times. So, he said we want to identify the issue and resolve it. So, that no other customer should face the problem. I said that this should be a backend process of yours wherein before releasing the product. Troubleshooting should be done, knowledge base should be setup and then the product to be released.
Anyways, he tried to convice me the technician called me, we did the same troublehooting steps. The technician said tata photon plus works on his laptop. I said I cannot come to him everyday to access internet, it should work on my laptop. So, the issue was not resolved. Till date I didnot got my refund or a call back but I got an email for payment of my bill of Rs 272 for not using the service. I have never in my life such a poor customer service and undefined customer process.
So, invain I called the customer care post paid division and asked them why are they sending me a bill when I have already put forward a refund request. The customer care agent apologised and said there was a mistake and promised a callback within 4 hours. I also told he no one has responded to my email and I am not getting my refund. I again got a docket number[protected].
Please help me in getting my refund of Rs 1800. This is the worst kind of customer service, I have ever seen, tata photon higher authorities should take note of this case registered against them and should check all there internal process. So, that no customer has to face this ordeal.
Hope to have a speedy resolution!!
Regards,
Pradeep Vasudevan
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