user experience

This is regarding the rank bad experience with "Tata Indicom Broadband"
I Applied for Tata Broadband Internet Connection for our office at Karol Bagh on
13th May 2005, and paid the amount required by them towards booking on 13-5-2005
vide application form No 1413651 dt 13-5-2005

The Marketing men from TATA Indicom broadband promised to give connection in 12
days maximum. Subsequently the connection was not given even after 12 days.

After several calls from 25-5-2005 to 2-6-2005 with Tata indicom DSA-Spin
Telecom who booked the connection, there was no satisfactory reply and on 2-6-05
we were advised to call and register a complaint at 55500121. The complaints
were lodged with them on Telephone on 2-6-2005, 3-6-2005, 6-6-2005, 7-6-2005, 9-6-2005
and 11-6-2005 and 13-6-2005 & 15-6-2005 and lastly on 17-6-2005 but no
satisfactory reply was given by them as to the status of the complaint. No
complaint Number was issued by them on complaints. Each time a new person
attended the Call and reply were sterotype that i will get a reply in 24 hours
but nothing moved on complaints.

We also emailed to them complaints at corp.helpdesk@vsnl.co.in, customerservice@vsnl.co.in
on 6-6-2005, ravi.kapoor@vsnl.co.in on 11-6-2005, 13-6-2005 & lastly on 17-6-2005
but none gave any reply forget a assurance about the status of connection

after much persuance and fallowup on 19-5-2005 Now after 5 weeks of application,
they have replied that

"In reference to your mail, we would like to inform you that as the Broadband
Service is not available in your area as your area is not feasible, we will
definitely inform you as soon as the service becomes available in your area. "

But here again they have not mentioned when they are going to refund the booking
amount."

The Big Question is Why did they accept the booking in the first place if their
home work for the area was not complete.

Any Answers from any one in Tata Broadband???.

Perheps after siphoning the VSNL and its surplus the tata group has adopted the
ways of a fraudster to defraud the unsuspecting customers and ruin the VSNL as
well as the good reputation earned by the Tata group.

I hope that Tata indicom will in future first conduct a proper survey and only
after that will start taking booking amounts.

Tata broadband should not have taken the booking in the first place if the
connection was not possible in the area.

This delay to give connection as well to reply has caused great inconvience as
well as loss of precious time in fallow up and mental agony.

This was not expected from a company havng the back up of Tata Brand. The
Overall experience with the Company Tata indicom has really been pathetic.


Suggestions for Tata group.


First conduct a proper survey and only after that start taking booking amounts.

Start giving Order No as was required by your staff on the 55500121 to the
customer on booking

Issue a acknowledgement of complaint by giving a complaint No of the complaint.

Send acknowledgements by emails.

Give Email ID of your top Boss like MD to enable customers to lodge complaints
with seniors if they are not getting any reponse from your existing mechasnism.

Put in place a proper complaint and grievence redressal system.

Take good care of your customers because they keep you in business.

Promote your people to say no if you are unable to render services this will
help the customers to make quick decisions.

Put in place some policy or norms for customers service which i think are
missing

Deepak Jain

Partner

Ahmad Shukla Jain & Associates

Karol Bagh, New Delhi

djain128@gmail.com

I have posted this comment on www.delhiscoop.com, www.noidascoop.com

User Opinion

My experience with Tata Indicom has so far been harrowing. I applied for a
broadband connection on 22nd April 2005 vide application number 1383163 and
order number 61716. While I was being sold the connection I was told that it
will take merely 7 days for the connection to become operational. Two days later
I received a call from Tata Indicom whose purpose was to reconfirm receipt of m
application and the verification of my address. The gentelman on the other side
very kindly informed me that the minimum time required is 12 working days. Well,
I said to myself, few days here and there does not really matter.

Alas! the few days turned into many days and then many weeks and now almost two
months. The wait continues. One day in between two gentelment from the company
came to my place to ostensibly install the connection. My father-in-law, who was
at home at that time, received them. They then said that they will come back the
next day to complete (?) the work. Till date they have neither bothered to come,
call or do anything. Meanwhile, I have called the call centre on numerous
occasions only to hear â??apologiesâ??, â??comprehensionâ?? and promises â??to
escalate the problemâ?? to â??senior executivesâ??. I am still waitingâ?�

Tata, a name once synomymous with reliability in India, appears to be slipping.
They should realise that times have changed. It was easy in the yesteryears to
appear professional and efficient compared with the largely lethargic and
complacent public sector but in todayâ??s world of globalisation,
hypercompetition and international benchmarking, the rules are different and the
game definitely much tougher. Sooner they learn this lesson, the better. The
consumer is no longer willing to wait for preposterously long periods for
services. Testing customer pateince in todayâ??s world may not be a sound
business idea!!

duh

well, after about 10 days, and after calling them everyday, they customer care ladies said: that the (bloody) feasability had been done 7 DAYS AGO!!! but due to a technical problem they haven't managed to reach my premises yet!!!!??!!! WHAT??THEY CANT WALK OVER TO MY HOME?? AM I LIVING IN THE BERMUDA TRIANGLE OR SOMEWHERE?????

They're supposed to come 2mrw , but thats what they've been tellin me for ONE week!!!!

Hell, i'm pissed off, if they dont come 2mrw......

User Experience

I have had the Tata telephones for the last five years in Hyderabad (my account
number is 100591769). In the beginning their service used to be personal,
professional, quick and effective. I used to tell people that Jet Airways and
TATA Teleservices are some of the best run corporations that handle thousands of
customers. I am forced to seriously revise my assessment of Tata Indicom (which
took over from Tata Teleservices), while Jet Airways still enjoys my full
support.

I pay an average of Rs. 10,000 each month on my five phones that I have with
Tata Indicom. The nephew of one of the directors of DOT was my employee, who
tried to get me to change some of our phones to DOT, promising personal and
excellent service from DOT. I declined the offer, and stayed with TATA Indicom.

Since May 23, 2005 my phone service is disrupted, and after calling daily and
afer receiving promises that my phones would be fixed in the next "12 Hours", I
still do not have telephone service as I write today on June 5, 2005. I have
spoken to at least seven supervisors, and countless executives in the technical
department to no avail. They have sent people to fix the problem, but they leave
without fixing the problem, time and again, and my service is still not active.

I am sad to say that Tata Indicom has seriously let me down.

My sister had told me that the private phone companies in India are not reliable,
and it is better to stick with DOT, as I was trying to convince her to change to
Tata. I am glad she did not listen to me. It is sad to see one of the fine
corporations of India go down like this. I hope someone is listening at Tata
Indicom and have the capability to take firm and decisive action so that their
service is brought to the levels they used to once have in 2000.

Broadband FOrum