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