I would like to start with the letter I wrote and the response that I got recently :

Dear Mr. Gupta,


Thank you for bringing your Broadband connection issue to our notice.



We have verified your complaint number 3330964 in our records and found that the No Link issue has been resolved and we trust the needful information regarding the same has been provided by our Customer Service Executive. If the issue still persists please revert to us to enable us to do the needful.



We appreciate your concern in providing us your views on our service which is a valuable input for us to improvise on the way we function. We would like to emphasize on the fact that you are a valuable customer to us and request you to grant us an opportunity to serve you better.



It is our constant endeavor to serve our customers to their satisfaction. With all the credibility that every Tata product offers we can assure you, our best inputs to keep up with your expectations.



Thank you for your time and patience.



For any further assistance, please feel free to contact Customer Service Tata Indicom Broadband (the link contains the location wise contact numbers ) or mail us on customerservice@vsnl.co.in.



We will be delighted to assist you.



Warm Regards,



Sampath Paul,

Customer Service,

TATAIndicom.




--------------------------------------------------------------------------------

From: SerpentKekole [mailto:serpentkekole@gmail.com]
Sent: Thursday, August 16, 2007 4:09 PM
To: Customer Service (Retail-India)
Subject: Internet Connection Speed



Hi,



This Letter is being sent on 16th of August.



Things were bad to begin with and they improved and they came back to as bad as it can be.



My account ID is chandangupta1983@vsnl.net. Prior to this I had another account with Tata Indicom Broadband at another address chetangupta1981@eth.net. I am writing this letter form my personal email ID because I never get a response when I use my VSNL id.



These are the problems I have faced consistently and they reoccur every month after I have compained and wasted my time.



1> I have not recieved refund of Rs 1000/- from my previous connection. I have submitted all the equipment and have documents to prove the same. This is issue is pending for past 4 months now.



2> In July I switched to 1 Mbps unlimited but I barely get 400 Kbps on an average for the past couple of days. It was how it began when I changed. I got good speed from middle of July and by the middle of august its gone. I am demanding that the company claim a written minimum speed for this plan at least to me.



3> The last time I complained about a bad connection it was gone for more than 48 Hrs. I called at least 5 times at your customer service where most irritatingly I was asked to write an email while I was on hold. Every one who answered up my call promised that I would be called back to confirm after the issue had been resolved. That has not happened yet. The case number is 3184300. When I started with tata indicom broadband connection getting confirmation from customer about the status of complaint seemed to be the norm. Now responding to the cusotmer seems to be an exception.



4> You seem to have made it a point to haress your customers. Would you please look up and find one month when I have defaulted in paying my bills in the current or prvious connection. Yet for the past couple of months the day I recieve my bill people start calling me up like crazy. I recieve a call a day and SMSs. It seems I do not have any other work other than paying your bill. Are you as commited to providing service that I pay for ? If I am the judge I would say "NO". This month was even more frustating. Your agent called up and she wasn't even sure about the due date. The date on the bill was 18th and she was adament that it was 16th. I kept on recieveing calls and SMSs and emails even after I asked her to collect the cheque on the 16th. I finally paid the bill in cash to end the harresment.



Providing better speed than others is one thing Sir/Ma'am but your company is crossing all limits of being petty. Anyone is better off keeping petty people away


I need a response to this mail as I intend to post it on as many blog sites as I can find. I must do it now. If I don't recieve any response in 5 working days I am going to post this mail anyway with the note that you did not respond. Further I also intend to print your response or the lack of the same with this email and submit it to your Greater Kailash office here in New Delhi with my next bill.



Chetan Gupta.


I have pasted my original letter with the reply I got.

Firstly, after this email the customer service people made the engineer run around. No need. I had asked for the company to claim a minimum speed. After all it is supposed to be broadband that should not be so difficult should it ?

Secondly, as you can see for yourself none of the other issues were addressed at all ! Why is that. It is very easy for people sitting and reading mails and attending calls to pass the buck on the linemen and engineers who make it all happen. It is not their responsibility to understand the issue the customer is trying to raise. Nor does it seem to be the company's job to pay up in time.

Being fair I have been using Tata Broadband for an year now. I started with Infinity 256, moved to Infinity 512 and now Infinity 1 Mbps. I must say I get excellent speeds when the connection works, which is most of the time. I loose 48 hours to 100 hours of work every month due to connection problems. That seems reasonable given the kind of problem one faces with other providers. In that regard I have used Airtel Broadband and Spectranet. Both were awful. Airtel being the worst offender because they cheated me for money, service and speed. I have no trust in Airtel brand any more. In fact I see them as petty thieves.

Lets return to Tata. Let me mention what you would hate about Tata Broadband - Customer service. The people who would answer your calls or emails wouldn't be any better than robots or intelligent programs. Their email response is worse than an auto generated response. They hardly ever understand your issues and have trouble understanding both Hindi and English. Tata Customer service is jinxed. They are never able to keep promises made to customers. Considering this I think my response to their resolution was fair enough :

I find this response absolutely unappropriate.

I had four issues you addressed only one. As far as the complaint is concerned I have mentioned myself that the issue was resolved after 48 hours. My issue was that even after 5 agents promised a call back to me no one did.

After I wrote this mail to you a lady from your customer service called up and she asked me about the speed. I informed her that the engineer has assured me that speed would be fine again by the weekend. He said there were some problems at the backend. Inspite of the information provided the complaint was escalated and the engineer had to turn up at my place. The connection had returned to a good speed by then. What was the whole point behind the drama ? If you had read the issue carefully you would have known that I was asking for a written claim. I need to know how much the company intends to provide as the basic minimum speed in a 1 Mbps connection.

What about the refund and the haressment issue ? Why is there no mention of that in your response ? What have you done about them ? I am not giving any feedbacks here I want my issues resolved. If you did not know, I do not need to visit your website to contact you. I can simply write a mail and I did write a mail to the email address you have so dutifully provided me. I expected you to respond in a more dutifull manner. Why does a company like Tata need to hire customer care people to give automated e mail like responses ?

If you can't answer that I want to make sure that people who hire you see this response.

By the way the reason I have not taken the blog route yet is because overall I am happy with the Tata product I am using and the engineers or linemen who make it happen. I am not happy with the loathsome cusotmer service that I have to endure. If you can't make more sense than you are right now, I as a customer should not have to tolerate you guys in between.

No Thanks for your response.
----- Original Message -----
From: Customer Service (Retail-India)
To: serpentkekole@gmail.com
Sent: Tuesday, August 21, 2007 6:25 PM
Subject: FW: Internet Connection Speed


Dear Mr. Gupta,


Thank you for bringing your Broadband connection issue to our notice.



We have verified your complaint number 3330964 in our records and found that the No Link issue has been resolved and we trust the needful information regarding the same has been provided by our Customer Service Executive. If the issue still persists please revert to us to enable us to do the needful.



Your trust is misplaced as is your understaning of English. I have clearly mentioned below that I did not get a confirmation call to close the above mentioned case.



As for what follows I did not give you a feedback. I was complaining. You need to work on your comprehension.



We appreciate your concern in providing us your views on our service which is a valuable input for us to improvise on the way we function. We would like to emphasize on the fact that you are a valuable customer to us and request you to grant us an opportunity to serve you better.



It is our constant endeavor to serve our customers to their satisfaction. With all the credibility that every Tata product offers we can assure you, our best inputs to keep up with your expectations.



Thank you for your time and patience.



For any further assistance, please feel free to contact Customer Service Tata Indicom Broadband (the link contains the location wise contact numbers ) or mail us on customerservice@vsnl.co.in.



We will be delighted to assist you.



Warm Regards,



Sampath Paul,

Customer Service,

TATAIndicom




Feels bad to have to talk to someone like that. On the other hand when its your money stuck in between, you work taking a hit, you being harassed for paying the bills and you getting stupid responses - I am not a saint.