Tata Sky — Set-top Box

I unfortunately misplaced my set-top box while shifting. I spoke to the customer care and they informed me that I can install a secondary box and swap it with the primary box number once the installation is complete but the installation team that is not possible. I spoke to the customer care and they again told me to install the secondary connection and swap it with the primary connection. This happened three times and I finally got tired and requested to cancel the connection.

The customer care told me that I would get a refund of my account balance. Later when the cancellation team spoke to me, I was told I will have to pay a penalty for loss of the box and I will not get my account balance refunded. Upon asking how much the penalty would be, they refused to tell me and said I will have to cancel the connection first. I have spoken to at least two representatives from Tata Sky and all of them have said that I will have to cancel my connection first before I am told what the penalty charges would be. Already, the teams following the customer care is contradicting the first set of information provided.

Why is there such a lack in transparency in informing customers of all cost involved? All I keep getting told is that they are only following the process. There is no one to escalate to and no one with any viable answers has contacted me.

If a customer is cancelling the connection, isn't it only right to provide ALL the information before hand? Doesn't the customer have the right to know such information at any point in time? An organization cannot take customers for granted and constantly change the information provided at every stage and expect us to follow along like rats in a maze.