My issues is detailed in the email below that i sent on 13th nov to customer case and nodal officer, for which i never received any response
From: abhishek theass
Date: mon, nov 13, 2017 at 5:20 pm
Subject: kudos on awesome customer service
To: [protected]@tatasky.com
Cc: [protected]@tatasky.com
Dear team,
Through this email i would like to compliment you on the extra ordinary customer support and service that you provide. It is simply out of this world. Kudos on that.
It is my pleasure to tell you that after 11 years (Almost) of relationship with tatasky i have decided to move to another service provider.in simple words, i cannot manage the extra ordinary customer service you provide because i am an ordinary person.
I raised a request on 3rd november specifically asking for a technician’s visit on 5th november 2017 (Sunday). That was my fault, i forgot that your technicians are the people on pedestal and will come as per their convenience and hence i need to keep my calendar free to ensure that they can come as per their desire. Was my fault and hence i shall be suffered, he didn’t visit on sunday. I took a leave from office on tuesday so he can visit and check the issue. By the way i hope you guys understand that we must work to pay the subscription charges, we cannot be jobless and sit @ home to wait for your technicians, because if we do then we will not be able to pay subscription charges and i am sure tatasky is not so charitable that they will allow us to watch channels for free.
Anyway, so on tuesday (7th november 2017) the technician came and was not able to sort the problem. He left saying that he will send the person who visited last time by tomorrow as he will know better about this problem. 8th november no one called or visited. By the way i took another leave, amazing, isn’t it, i must take a leave from my job to ensure your technician can do his job. Anyway, so on 8th november i call the technician visited on 7th and he said that i need to call his office to check as he already informed his office about this. I tried to call the number he gave be but got no response. Either the call was on waiting or it kept ringing. So, i decided to call customer service and they informed me that the request was canceled by technician as he was not able to connect with the client (Me). Haunting, isn’t it, i am not sure who i was talking to on tuesday and wednesday as the technician was not able to connect with me. I had no other option but to raise another request, and being pissed off i wrote on twitter too. Thursday 9th november 2017, i got a call from your technician that he is coming to my place @ 11 am, i told him i am in office and will not be back before 6:30, he confirmed he will come after that. I reached home and called him, he said he is busy on another call and will come tomorrow (Friday 10th november). Came friday, i was waiting for him but instead @ 7:30 pm (Approximately) i got a call from someone from tatasky mentioning that the person allocated to my request was not calling me and the person calling me will not attend my issue, this is because my area is supported by to divisions (I guess). Somehow, that is also my problem, i didn’t check with tatasky where shall i live to get better and prompt service. My fault and hence i shall suffer.
Well this amazing and out of this world service is not deserved by me, i am just a common man. Hence i called customer care and ask to cancel the connection and refund the money that i paid for services i’ll not be using anymore (I have already paid for annual subscription for my primary and secondary connections and have approximately rs 2000 balance in my account). The best in class customer service people accepted my cancelation request. Saturday 11th november 2017, i received a call from another technician saying that he is coming to my place, though i was very clear to the guy who called on friday late evening that i’ll be travelling. Not sure why i got the call though i decided to terminate the relationship with tatasky and requested the same. At around 1 pm i received another call from tatasky backend team (That’s what he said) saying that he is calling to confirm that i still want to cancel the connection even though the issue was rectified (This is haunting again, i was not @ home nobody visited me still issue was solved, how you guys do it, you must teach telepathic technical issue resolution to other organizations too) and i told him i am not @ home, nobody visited me till friday and hence issue cant be sorted. But he insisted that because the technician as mentioned it in the ticket and hence it is sorted (Didn’t realize that tatasky technicians drink potion of truth every morning and hence all client are liar). I told him that i still do not want to continue with the service and hence please process the cancelation request and refund me my money. He told me that he has processed the request and for refund i’ll get a call by 13th november 2017. On 13th november 2017 (Today) i got a call from another confirmation team to ensure that i do not want technical visit, they wanted to confirm this because your technician spoke to me and i told him so (Again a haunting incident as my phone was switched off till 1 pm as i was in meetings but still he could speak to me from a switched off phone).
I spoke to your customer care again today to check the status of my refund as i didn’t receive any call for the concerned team and i was told that i’ll receive the call and the closure date for the same is 1st december (20 days to get a call from concerned team for my refund, that must be a world record, how you guys do it. Seriously share your best practices).
Thru this email i would like to request you following things –
1. Ensure that i do not receive any more calls from tatasky except from the team concerned with the refund
2. I would appreciate if my refund is calculated from 10th of november as that’s the day i requested cancelation of services
3. With so much of haunting and paranormal experience i had with your technician (S) in last one week i would request to check if there is any ghost or et among them
4. Stop treating old customers as fools
5. Stop spoiling tata brand name, we, as indian, are proud of tata brand name but the experiences i had with tatasky in last one week is defiantly not tata experience
6. Try to understand the issues and solve them rather than canceling subscription of irate customer just because he is asking for it. Your industry works on word of mouth and i hope you all understand the principal of the same
Please note that i might not be correct about exact time but proofs of conversation can be proved if requested.
Hoping that we never interact again.
Thanks,
Abhishek gupta
Rmn – [protected]
Subscriber id - [protected]
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