Thread: Pathetic TATA Broadband Customer Services

Guys,
i have been using TATA for 6 months now and i am sure that you would be surprised when i say the servers were down (for more than an hour) for 6 times in last 6 months. averaging at 1 hr downtime EVERY MONTH. [WOW, not even MTNL gave me such hard time man.]

apart from the downtime the last downtime along with customer support was pathetic. look at my conversation below for you to get an idea as to how the customer service responds to your communications.

The First Conversation to Nodal Officer (who never bothered to reply and instead a customer service executive replied. i dont wanna talk to customer service executive man!!!)

Sent: Thursday, December 10, 2009 11:52 AM
To: Nodal Officer MUM
Subject: Worst Customer Service EVER

Dear Ms. Suguna Shetty,

I have been a tata dsl internet user for about 4-6 months now and i am
absolutely not happy with the quality of the internet or the services
of the staff at the customer service centre.

I have had at least one complain each month regarding no internet
connectivity or router breakdown. I am not even sure that any of your
executives are filling in the details of the complain and if they are,
they are not passing on the same to the field staff.

- i call to the support center from 6 pm on 8th and i could only get
through after 12 am on 9th december.

- i register a complain and since than i have not had my complain
resolved. I mentioned to the first person i spoke to, that there is a
problem with my router. Even after mentioning that the next day i get
a call from the executive regarding the details of the complain, and
he had no idea about the modem.

- the executive than told me that someone will be there soon n soon i
got a call from the field staff that he will be reaching in half n
our. (no sign of hi m for 2 hrs). I called again n he told me half n
hour again n i told him that i have to go n he should reach within
half n hour. He said he is already in the bus n he should be here.
Another 2 hours and after that he has not been picking up my calls.

- i call customer service they said we have told you that your
internet should be working by 6pm evening so it will be. I said i am
not home n noone else will entertain the technician as no one is
allowed to use the computer but me. So i was asking them to come early
and thats why i have been calling. But they said he will come in the
evening. So came back early in the evening and waited. At 7.30 i get a
call from someone else AGAIN ASKING ME FOR THE DETAILS OF MY ROUTER. I
told him that i have already mentioned the same THREE times in my
complain why doesnt he know it that my router is corrupted and it
needs to be changed? He says that we only recive the complain and the
customer detail, n we call n understand the problem. (but when the
customer has ALREADY GONE THROUGH ALL THAT THRICE OR MORE WHY ASK HIM
AGAIN? Absolutely no coordination between field staff n registration.
Pathetic)

- he made me check the router n stuff AGAIN to confirm if i am saying
the truth or not.????? Come on man ...

- he told me that his field man doesnt have a new router so he will
come in the morning at 10 and fix it.

- morning, 10th dec 09, 10:30 AM, no one is here, so i called customer
service and he tells me that there is no mention about the router in
the complain and he will mention it NOW (WHAT THE HELL MAN ... So what
was i doing till now?? Calling customer service and telling them a bed
time stories??? Are they sleeping on their desk?) he also told me that
the person will come by 2 (than why the hell the guy in the evening
told me that he will be there by 10am? Whats this rubbish going on
man?)

- after a while at about 11:15 i get a call from someone REGARDING THE
DETAILS OF MY COMPLAIN AGAIN. (at this point i am absolutely fed up)
AND THIS TIME AGAIN, tHEY HAVE NO IDEA ABOUT THE ROUTER. (such perfect
service tata provides). And yeah, he put down the phone without
completing the conversation. (so polite ... I am so touched by your
humble services .... And responses)

- whats my benefit of being with tata at all?
- - monthly downtime (once a month AT LEAST)
- - customer service absolutely not working towards making it simple
for the customers to be serviced.
- - absolutely no coordination between field officer and customer
support executives.
- - NO ONE IS HELP FUL AT ALL

I really dont see any pros for me to stick to tata anymore.
I thought being a private player it would be a good experience to be
with tata. But i guessn MTNL guys are FAR better than your executives.

I am very disappointed in tata, i had high hopes and i have high
regards for Mr. TATA, but i think the staff is gonna let him down if
this continues. I think i would rather stick to MTNL or Reliance, at
least the service response and resume time will be less in an event of
server down.

[COLOR="rgb(105, 105, 105)"]Reply from the CSE[/COLOR]
On Thu, Dec 10, 2009 at 3:50 PM, Internet Service wrote:

Dear Sir,

With reference to below mail we would like to inform you as per our
engineer remark the issue is resolved so please check and revert for Any
issue.

With Regards,

Pravin Tambe
Customer Service Executive
For further assistance, please feel free to contact our customer service
center at 67908000 or by email

[COLOR="rgb(105, 105, 105)"]My Revert Next[/COLOR]

Date: Mon, Dec 14, 2009 at 12:03 AM
Subject: Re: FW: Worst Customer Service EVER
To: Internet Service
Cc: Nodal Officer MUM


Well Mr Sunil Tambe,

I AM IN NO MOOD TO TALK TO A CUSTOMER SERVICE EXECUTIVE. AS THE MAIL IS NOT REGARDING THE INTERNET SERVICE BEING RESUMED. The mail below is regarding the pathetic service and executive response which i received and OF COURSE THE SERVICES ARE RESUMED BUT IT TOOK 3 DAYS TO YOUR OFFICERS TO RESUME THE SERVICES WHERE ON THE PHONE I WAS TOLD THAT "THE SERVERS WERE DOWN BUT THEY ARE UP NOW BUT WE DONT KNOW WHY YOUR SERVICE IS NOT WORKING."

SO U SEE, the mail isnt regarding the internet service being restored or not ... its regarding the customer support team which HAS NOT HELPED AT ALL.

NOTE: Please check the timing of my mail. at that time i was still waiting for your executive to come when i was talk the previous evening that he would reach at 10:00 AM. so please dont mail me at 4PM [3:50PM to be precise] and tell me that its resolved. [this is exactly the example i want to put through to the nodal officer that instead of working towards the better services, the customer care executive is replying me back with correcting me that the services are resumed ...]

anyways, i was expecting some sort of reply from NODAL OFFICER to who i had mailed, not a customer service person.

THANK YOU
BEST REGARDS

[COLOR="rgb(105, 105, 105)"]Their Revert NOW[/COLOR]

On Tue, Dec 15, 2009 at 10:17 AM, Internet Service wrote:

Dear Mr Ashish,

With reference trail mail would inform you that nodal is an escalation desk & all the internet issues of DSL & photon are taken care by internet service so we have reverted you for the same .

Please revert incase of any further assistance is required or feel free to call on 67908000.



Regards,

Neha Dagal
Customer Service Executive

__________________________________________________ __
__________________________________________________ __

Now, do you think the service is good? well, i will wait for your judgement.
and just to tell you one more thing, getting through TATA helpline after 8 is an absolutely time wasting task. it will take you ages to get through and ONLY if you are lucky you will be able to speak to someone intelligent.

i tried for 4 hours before i could register my complain to their customer service at 12:15 AM. (which gave them a chance to say that your complain was registered on 9th and not 10th. but guys, what about my tries to reach them on 9th? and what about my disconnection on 9th evening? thats not considered at all because thats not on records. DAMN....)

My dear,
The same thing is about almost all the service providers in India.(Mera Bharat Mahan ?).
These guys only knows the language of Legal Action against them. If possible for you, after waiting for 2-3 days don't call them up and send a legal notice through consumer forum which is a good power being offered to us. And then don't compromise with them, as after getting the notice their executives or other persons will contact you stating that your problem will be solved within 1-2 Hrs, and just take your complaint back. Say NO and go ahead with legal procedure and claim for few thousand bucks (take advise of your advocate).
This is the only way to fight for our rights and every person should use it.

AG Tambe
Cell : 9422382101

If you are sending a mail to the Customer Service (Internet.Service@tatatel.co.in) or the nodal officer(NodalOfficer.MUM@tatatel.co.in [for Mumbai]), always cc it to the following email address:
appellateauthority.MUM@tatatel.co.in, ap@trai.gov.in, ddgpg@bol.net.in

and then see how your queries or problem are answered swiftly and without any delay.

Originally Posted by akshaysarode21

If you are sending a mail to the Customer Service (Internet.Service@tatatel.co.in) or the nodal officer(NodalOfficer.MUM@tatatel.co.in [for Mumbai]), always cc it to the following email address:
appellateauthority.MUM@tatatel.co.in, ap@trai.gov.in, ddgpg@bol.net.in

and then see how your queries or problem are answered swiftly and without any delay.

Nice Idea Indeed !!!

I have had similar experience with Tata Indicom DSL Service. They are just there to fleece you of your money. They kept on sending bills for a non-working DSL Line for almost 6 months. Despite multiple complaints, did not disconnect the line. Their call center does not believe in recording the previous conversation with the customer so everytime you have to explain the complete case to the call-center folks. Finally after a lot of calls they disconnected the line but yet to refund my money. I have sent them multiple mails and even registered grievance with DoT. Their service desk does not even care to read the entire mail and keeps giving the same stereotype responses..... They are just sick...

yup i do agree to u all. At present am using TATA FUTON so called the fastest data card but i never get a speed more than 200 kbps. its really horiible to even connect at times even though i hav opted for the unlimited option.

very bad to listen this as i was planning to take tata services in future ? i am confused ?

I recommend try BSNL instead - not much jazzy service - but typically the speeds are good and people are honest to tell you the real problem if line is down for any reason.