Tata Sky — Very Very Disappointing Tata Sky Service Experience

Address:

Mumbai City, Maharashtra

Hi, This is to share with all of you the pathetic service experience I had with Tata Sky for the first time since my subscription commenced. On 28th of April 2015 I had called the Tata Sky Customer care number to enquire about the relocation assistance procedure. I was told that the request for dismounting the dish was to be requested 1 day prior to the day of shifting. Accordingly I called them up again on 2nd May 2015 requesting that a service engineer be sent on 4th May – the day my household goods were being transported to Kochi from Mumbai. I was provided a Work Order Reference Number HX7AMTG via SMS mentioning that I would receive a call within 24 hours. When no call came till 3rd evening, I again called the call centre. The executive feigned absolute surprise that an engineer didn’t call or visit and assured me that he was raising an escalation ticket basis which a senior technician would call me by 10AM the next day. I reminded him that we were scheduled to shift the next day and hence there was very little scope for any slip-up. He reassured me that I need not worry at all and that somebody would surely save my soul. I received another SMS mentioning the same Work Order No. HX7AMTG and that I would receive a call within 24 hours. Predictably nobody called or visited. I called the call centre yet again. Another executive answered my call, re-escalated the matter (at least that’s what I was told) and assured a call back by 12 noon. By then packing was going on full steam and I was getting worried whether I would be able to send the Tata Sky Dish and cables with my other household goods. Not to worry Sir, the executive assured me again. At 2PM, I again shamelessly called the call centre. This time it was a lady who attended to me. She began parroting the same routine script so typical of call centre processes. I had lost my head by then and gave her a mouthful. She kept assuring me that before my truck leaves, the dish would be retrieved from the terrace and loaded onto the truck. Again nothing happened. The truck departed and with it my other household goods on 4th May at 5PM. The dish however still remains perched atop my building waiting for salvation. I received an SMS on 4th evening stating that Installer Visit was scheduled on 5th May between 18:40 & 19:10 hours. I was outraged now not knowing how to transport the dish even if the de-installation were to take place on 5th evening but decided to wait and watch. At least, I thought I could fire the living daylights out of the technician who would visit. Nobody came; instead received another SMS mentioning the same Work Order No. HX7AMTG and that I would receive a call within 24 hours. Another SMS followed on the same day stating that Installer Visit was scheduled on 6th May between 17:20 & 17:50 hours. What an absolute break-down of service.. I mean I don’t know what to say after all this. Today is the 7th of May and please note they kept repeating that I am a premium customer and hence there are no relocation charges.. I would rather they charge me relocation charges but offer me proper service specially in such situations. What I expect you to do now to redeem yourself is 3 fold – (1) take strict action against errant personnel who are damaging the TATA reputation (would like them to share with me details of action taken) and (2) de-install the dish, transport the same to my address in Kochi at the earliest and re-install the same at no additional cost to me and (3) Put processes right such that these kind of situations do not recur in future, definitely not to me. Regards, Sunil Menon [protected] [protected]