[Resolved] Tata Sky — mental harassment to give them a call every month for the channel already subscribed | |||
I have subscribed for the tata sky subscription for a period of 6 months where the entire amount is paid in advance. Today all of a sudden a specific channel is unable to view and the error message given was 'to view the channel, we need to give a missed call to a specific no. Which is shown on the tv screen. When taking this up with tata sky on their online chat, it has been given to understand that they have an internal tiff with the said channel (Sony set max), where their agreements have not been renewed and hence to mitigate and manage the same the customers are unable to view the same. For this there was not prior intimation given to any of the tata sky subscribers of this anamoly. Over and above that they expect the customers to call from their rmn to tata sky to activite the said channel. My question is why should the customer be at the receiving end, when its a problem internal to tata sky? Why should the customers go through the pain of calling tata sky every month to view the channel which they have already subscribed? After speaking to the customer service (Mounika and a sree latha), they didn't have any thing to say apart from sorry and that we have to call them up to get the channel activated. This is no customer service at all when they rant about customer friendly organization, neither any such thing written in their t&c's to cater to such anamoly. Why can't they have a internal trigger in place to manage the situation and why are customers being made to go through the pain? How will old people who have been viewing a channel on a daily basis know that one needs to call them when the rmn is of their siblings who doesn't stay nearby/or in the country or might be travelling? Has tata sky taking into account such things. The transcripts below : Clear Message from a. Latha sree End chat • [10/1/2018 12:02:31 pm] : hi s. L hegde, welcome to tata sky chat support! Let us know how we can help you, by typing in the chat box and clicking on send button. • [10/1/2018 12:02:40 pm] s. L hegde : i was speaking to mounika cheemala • [10/1/2018 12:02:47 pm] s. L hegde : can i get her back on this chat que • [10/1/2018 12:02:50 pm] tata sky: our associates are busy with other customers. So kindly bear with us a while. Your queue position is :28 • [10/1/2018 12:05:09 pm] : you will now be connected to a. Latha sree and your chat reference id is 00019adt7ygh7je8. Please note that this chat may be recorded and used for quality assurance and training purpose. • [10/1/2018 12:05:20 pm] a. Latha sree: good afternoon. Thank you for contacting tata sky chat desk! My name is lathasree. • [10/1/2018 12:05:46 pm] a. Latha sree: sorry sir. • [10/1/2018 12:05:51 pm] a. Latha sree: the same is not possible. • [10/1/2018 12:05:57 pm] a. Latha sree: may i know your query? • [10/1/2018 12:06:21 pm] s. L hegde : latha... I don't care.. Either you have to give me a permanent solution or you/tata sky team be ready to face the music.. • [10/1/2018 12:06:36 pm] s. L hegde : no one bothered to inform me about such a situation.. Why • [10/1/2018 12:06:42 pm] s. L hegde : you take us for granted.. • [10/1/2018 12:06:56 pm] s. L hegde : we should be at your mercy to give you a call everytime for a service which you provide... Why • [10/1/2018 12:07:24 pm] s. L hegde : only when we give you a call you will decide to on the channel for which we had already subscribed.. • [10/1/2018 12:07:29 pm] s. L hegde : why? • [10/1/2018 12:07:37 pm] a. Latha sree: we regret for the inconvenience caused. • [10/1/2018 12:08:04 pm] a. Latha sree: i will be glad to assist you with that concern mr. Hegde. • [10/1/2018 12:08:15 pm] s. L hegde : latha... Your inconvenience and sorry doesn't have any value in my dictonery neither any of my concern.. • [10/1/2018 12:08:21 pm] s. L hegde : this is not something personal am asking from you.. • [10/1/2018 12:08:34 pm] s. L hegde : this is tata sky's duty and binded by it.. • [10/1/2018 12:09:07 pm] s. L hegde : can you show me your t&c where it is written that for a channel where i have subscribed already, paid already i still need to give you a call every month to view it.. • [10/1/2018 12:09:24 pm] a. Latha sree: sir, these channels have been withdrawn from our platform due to non-renewal of agreement with the broadcaster. We are in conversation with the broadcaster to renew the agreement. Meanwhile, we will continue adding new channels/services on the platform so that you are never short of entertainment. • [10/1/2018 12:09:28 pm] s. L hegde : if not, you better have some process place to have this anamoly sorted out.. • [10/1/2018 12:10:04 pm] s. L hegde : if its withdrawn... Its not because of customers faults or the individuals... Its an internal matter of tata sky.. • [10/1/2018 12:10:10 pm] s. L hegde : why do you trouble the customers for this.. • [10/1/2018 12:10:25 pm] s. L hegde : you should have resolved it long back and we should be privy to your challenges.. • [10/1/2018 12:10:27 pm] a. Latha sree: i understand your concern and regret the inconvenience caused to you. • [10/1/2018 12:10:37 pm] s. L hegde : why trouble us if you are unable to provide any assistance.. • [10/1/2018 12:11:11 pm] s. L hegde : do you give us any levy when the subscription is not paid... Why don't u understand us at that point in time by giving us some extra days to pay.. Do you do that for your customers.. I don't think so. • [10/1/2018 12:11:22 pm] s. L hegde : so why should i be concerned for your problewms.. • [10/1/2018 12:11:29 pm] s. L hegde : its your problem, you would need to deal with you.. • [10/1/2018 12:11:45 pm] s. L hegde : and your concerns, regrets has nothing or no meaning at all.. • [10/1/2018 12:11:49 pm] s. L hegde : to me. • [10/1/2018 12:12:19 pm] a. Latha sree: sir, by giving a missed call on the number mentioned on the screen from your registered mobile number, the channel will get activated for you at no additional cost. If you wish to view the channel, i can also take a request for the same. Request you to confirm if i should do the same? Please note that you will be able to view the channel only once you tune into channel again after the channel has been activated. • [10/1/2018 12:12:21 pm] s. L hegde : i am just asking for the services what i have subscribed for and you do not have the authority to say no to me or disable the same at your will. • [10/1/2018 12:12:30 pm] s. L hegde : why shd i give a missed call to you.. • [10/1/2018 12:12:55 pm] s. L hegde : if i have subscribed it... You better give it... Why wait for my call.. • [10/1/2018 12:12:56 pm] a. Latha sree: okay sir. • [10/1/2018 12:13:11 pm] a. Latha sree: please let me known the channels, in which you are facing issue. • [10/1/2018 12:13:27 pm] a. Latha sree: so that i will activate the same from my end. • [10/1/2018 12:13:27 pm] s. L hegde : you should have a trigger at your end to do this every month on month till such time your agreements with the channels are renewed.. • [10/1/2018 12:13:58 pm] s. L hegde : is this a temporary solution or next month i again need to give a call. • [10/1/2018 12:14:32 pm] a. Latha sree: okay sir. • [10/1/2018 12:15:11 pm] s. L hegde : can you pls. Confirm if this is going to be a permanent solution and i need not have to give you a call every month for viewing the channels which i have subscribed? • [10/1/2018 12:15:39 pm] s. L hegde : you will manage the same at your end right month on month till such time your agreement with the channel is renewed.. • [10/1/2018 12:15:48 pm] s. L hegde : pls. Confirm. • [10/1/2018 12:16:09 pm] a. Latha sree: i will let you know sir. • [10/1/2018 12:16:16 pm] s. L hegde : when..? • [10/1/2018 12:17:01 pm] a. Latha sree: may i request you to stay online for 2 minutes, while i check the required information with my resources? • [10/1/2018 12:17:31 pm] s. L hegde : sure.. • [10/1/2018 12:18:51 pm] : i assure you of the best solution available with us • [10/1/2018 12:19:07 pm] a. Latha sree: thank you for your time and patience, i appreciate it • [10/1/2018 12:19:07 pm] a. Latha sree: *please let me know the channels, in which you are facing issue. • [10/1/2018 12:20:43 pm] a. Latha sree: just checking whether you are still with me. • [10/1/2018 12:20:50 pm] s. L hegde : am still thee • [10/1/2018 12:20:52 pm] s. L hegde : there • [10/1/2018 12:21:01 pm] s. L hegde : you still haven't confirmed.. • [10/1/2018 12:21:04 pm] s. L hegde : to my query • [10/1/2018 12:22:28 pm] a. Latha sree: sorry for the delay. • [10/1/2018 12:23:40 pm] s. L hegde : pls. Let me know... Am waiting for your reply. • [10/1/2018 12:23:40 pm] a. Latha sree: you need to give, missed call every month for the channel sir. • [10/1/2018 12:24:50 pm] s. L hegde : sorry i think this was our moot point of discussion and you are again ranting the same thing again and again. • [10/1/2018 12:25:10 pm] s. L hegde : i cannot give you a missed call to you for an internal problem of yours.. • [10/1/2018 12:25:21 pm] s. L hegde : you need to find a way out... • [10/1/2018 12:25:22 pm] a. Latha sree: sir, since channel is already a part of your subscription, you will not be charged for subscribing to this channel once you give a missed call on the number mentioned on the screen. • [10/1/2018 12:25:30 pm] s. L hegde : i know that... • [10/1/2018 12:25:45 pm] s. L hegde : if so is the case why should i gve you a call every month to view it.. • [10/1/2018 12:25:48 pm] a. Latha sree: alternatively, i can also take a request for enabling channel viewing of the channel for you at no extra cost. • [10/1/2018 12:26:10 pm] a. Latha sree: shall i go ahead and do the same? • [10/1/2018 12:26:33 pm] s. L hegde : by doing this... Will this stop from me calling you every month • [10/1/2018 12:27:24 pm] a. Latha sree: if you face any issue, please get back to us. • [10/1/2018 12:27:48 pm] s. L hegde : sorry i asked a question.. • [10/1/2018 12:27:50 pm] a. Latha sree: please let me know the channels, in which you are facing issue. • [10/1/2018 12:28:30 pm] s. L hegde : by you enabling channel viewing of the channel for me at no extra cost, will this mean that i do not give you a call every month.. Pls. Confirm. • [10/1/2018 12:28:31 pm] a. Latha sree: i will activate the channel now, if you face any issue in future please get back to us. • [10/1/2018 12:28:56 pm] s. L hegde : pls. Clarify on the point which i just mentioned. • [10/1/2018 12:29:19 pm] a. Latha sree: you need to give missed call every month. • [10/1/2018 12:29:20 pm] s. L hegde : the channel has already been activated by mounika.. And she got dropped off... Thereby the chat's being incomplete. • [10/1/2018 12:29:29 pm] s. L hegde : again sree latha... Ur not getting my point • [10/1/2018 12:29:42 pm] s. L hegde : either you are acting dumb or pretending to be.. • [10/1/2018 12:30:06 pm] s. L hegde : time and again am saying that i am not going to give you all a call for the subscription which i have already paid.. • [10/1/2018 12:30:23 pm] a. Latha sree: sorry for the same sir. • [10/1/2018 12:30:23 pm] s. L hegde : do you understand simple english or i need to rephrase it in a language you understand • [10/1/2018 12:31:00 pm] a. Latha sree: as per the update, you need to give the missed call every month to activate the channel. • [10/1/2018 12:31:23 pm] s. L hegde : i will not.. • [10/1/2018 12:31:37 pm] a. Latha sree: okay sir. • [10/1/2018 12:31:42 pm] a. Latha sree: is there anything else i may assist you with? • [10/1/2018 12:31:43 pm] s. L hegde : give me an alternative • [10/1/2018 12:31:53 pm] s. L hegde : yes.. • [10/1/2018 12:31:58 pm] s. L hegde : give me an alternative.. • [10/1/2018 12:32:04 pm] s. L hegde : for the problem which i am facing • [10/1/2018 12:32:12 pm] s. L hegde : and i am not going to end my chat unless you give me a solution.. The above are the transcripts and you can very well see what their response is. Was this information helpful? | |||
Nov 21, 2018 Complaint marked as Resolved Tata Sky customer support has been notified about the posted complaint. Verified Support Oct 20, 2018 Tata Sky Customer Care's response Hi, we understand what this has been like for you. Commercial negotiations with broadcasters broke down because what they were seeking would have forced us to hike our prices. Hence we have had to drop a few channels while keeping the popular ones on. Please bear with us for some time because we are doing this in our subscriber's interest. Click the link https://goo.gl/E3Yiv3 to know more details. The broadcaster has demanded to be paid for every box user of these channels. Hence for Tata Sky, to be able to pay on behalf of the subscribers for the exact number of people viewing these channels, we have introduced this simple step that requires you to inform us. Both the missed call and the activation of these channels as a part of your base pack is done at no additional cost. We are also in conversation with the broadcaster to renew the agreement.
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