I am an existing Tata Indicom customer and my details are:
Account Number – 201309481
Credit Limit – 20,900.00 INR
Tata Empower No. – ********779

Products held:
Landline (TATA Walky) – ********
CDMA –Plug to Surf – ********21
Photon+ - ********86 (still doesn’t show)

I bought a photon+ device ( ********24) from Khan Lateef Khan Estate in the week commencing 10th May. During the process, I submitted all the necessary documents to Mr. Govind who closed the sale and got my device activated immediately. I used the device for two days before travelling out of town on business.
I returned on the 23rd to discover that my device has stopped working.

On 24th May, I lodged a complaint with 1********1, (docket number- 221566079).

On 25th May, Mr. Govind called me and said that my device got deactivated and he changed it to ********86 and asked me to submit a photograph once again. I mentioned that due to my erratic working hours I will be able to submit a photograph only on Saturday 29th. (He didn’t explain or apologise regarding the error, nor did he tell me that not submitting the photograph immediately will result in deactivation of the device and further harassment). He also advised me that in case of any further issue with the device I should call him directly instead of registering a complaint on the toll free number.
The device worked well till 27th May afternoon and stopped working in the evening.
When I called Mr. Govind that evening he told me that the deactivation was the result of my not submitting the photograph. (all this drama despite being an existing customer); he also assured me that he would drop in the following day to collect the photograph and then it will be activated within 1 hour. Whenever I expressed the desire to speak to his manager, he disconnected the line.
This didn’t sound very professional to me and since it was the second occurrence, I could not trust him any further. So I lodged another complaint with 1********1, (docket number-222014837).
Despite explaining everything to Ranjit (the technical helpdesk agent) the technical team visited me on 29th with the assumption that there was problem with my ‘plug to surf wiz’ connection. I had to repeat the story from the beginning. Apparently, there was nothing that they could do since the device was deactivated and it was still not showing on my account as a product held by me. They asked me to speak to their Manager, Ms. Shailaja and I had to narrate the story all over again without any outcome.

At 3pm. Mr. Govind visited my place and asked for a photograph as well as other ID proofs. (All this while he had been insisting that all he needed was a passport size photograph). On my insistence he connected me to his manager Mr. Umesh who promised me that if only I hand over the photograph to Mr. Govind, he will personally look into this and get my connection activated. Above all, he will give me a call to give me a status update.

I waited till 1st June and the promised calls never came. I sent a mail to nodalofficer.ap@tatatel.co.in and there wasn’t even a courtesy acknowledgement mail or call.

The bottom line is that though I bought my Tata Photon+ w/c 10th May, it’s going to be a month and I am yet to use it and we are talking of Speed!
I am beginning to doubt the commitment of an organisation whose representatives over promise and under deliver or just lie to retain a customer!!
It is extremely disappointing that expressions like commitment, accountability, customer satisfaction etc. do not exist in the dictionary of Tata Teleservices!!!
I feel ashamed to be the customer of an organisation, that does not trust its customers and resorts to endless red - tape and burocracy, an organisation that believes in flinging customers from one department to the other, an organisation where I am yet to see anyone take any ownership to resolve customer’s issue to retain the goodwill of the organisation and an organisation that doesn’t appreciate or value its customers.