Only Tata Indicom sucks?

When I was in Kathmandu in last December, 2006, I got an opportunity to perceive the little development that Nepal had amidst continuous violence. The pace of development was not so disappointing despite the fact that country was marred by violence. One of the things to talk was the boom in the Mobile Telecommunications Technology emerging some 2 or 3 more players in addition to Nepal Telecommunications Corporation.

While my brother Pravat and I were talking about the development about Mobile Phones, I asked about the service of Customer Care that they provide. He asked, "What type of Customer Care?"

I said him any type of customer care if we need their help. I explained how customer care works in India and how they help like if you have problems in Recharging or if you want to know what the existing tarrifs rates applicable are.

He just laughed for a while and answered me that if we need to know what are the tariffs rates applicable for the time being then, we need to buy a GORKHAPATRA Copy of that date when it was published and need to be saved forever so that we can check it anytime we want. He further added that anyone can do recharge if he knows how to read because in every recharge Card, there will be instructions about it. I stunned for a while and said, "Okay" and just added few words how it works in India.

In India, there are various mobile companies and I do not know exactly how many of them. There are Reliance India, Tata Indicom, Airtel, Idea, MTNL and so many of them.

Each Mobile company has customer care and you can ask anytime what you want to know about that mobile company by calling their customer care and that too of course, free of charge.

I told my brothers how we make fun of customer care employee by asking some absurd and absurd questions in middle of the night and compelled him to explain all the existing plans.......It was and still sometimes, becomes a kind of wild fun.

I have appreciated all their support in the past except the one that I recently faced.

I am using Tata Indicom Mobile. I had bought this mobile about 6 months back under their Tata Indicom True paid value scheme where Incoming for a year is free irrespective of you recharge it any more or not, inter alia, some other fascinating offers.

I bought a Recharge Card of Rs. 357 and tried to recharge but it responded that I can not recharge it because of some problems. It referred me to contact customer Care and my god, Customer care died in the sense its number was always busy.

I tried so many times both to recharge and contact customer care but I was not successful. Then, I had recourse to Email. I sent them email explaining the situation and they responded immediately telling me that they are attending my problem. It was a kind of relief but after that they started suggesting me some absurd ways to make recharge successful. I followed one by one but no way man, it was not going to be recharged soon.

And, finally I had to write them this mail as my final shot.........which I have presented in my blog. My problem was solved after I went to their Customer Care office with my mobile only after 2 days after I wrote my final mail to them but it left very disappointing impression of TATA INDICOM on Me.

And my question is, "Only my Phone TATA Indicom sucks or all Mobiles are like this?" My final mail goes like this:

TO TATA INDICOM CUSTOMER CARE:

“I am writing this mail to you after giving enough time to rectify the error but you have shown pathetic response towards my complaint.

I am compelled to write this mail again because the kind of service you have provided despite my repeated complaints and your repeated absurd suggestions shows your negligence and recklessness to provide the service and it amounts the "deficiency of service" on the part of service provider and I have been compelled to take this matter very seriously in the future thinking to explore other alternatives.

You might have forgotten the matter what I am talking as your non-commitment towards the customer satisfaction is very glaring from the kind of responses you have given me.

When I put forth my problem before you, I got your reply which was appreciative at that moment but I did not know that you are expert in lip service rather than providing a good service towards the customer. Tell me what is the use of mere words? Howsoever beautifully they might have been written, unless our problem will be solved within a reasonable time.

I gave you very much reasonable time thinking that it is a technical problem and needs time and there can be technical errors sometimes which are beyond human controls. I gave you more than 96 hours by the time I am writing this mail. That is 4 days full to rectify the problem. Meanwhile, in this time, I was so many times in touch in your local AP Customer Care.”

I got reply from them saying that they got a confirmation from the concerned that the amount would be posted in my account.

BUT IT WAS FALSE AND WAS REALLY PISSED OFF WITH THEM:

Then, I continue my mail like this:

Imagine, how a person feels if he gets water in a desert??? I felt the same happiness....I thanked the customer care and went to recharge my mobile but then realised what a rubbish mail it was. How you can say the blatant lies disregarding the little reputation the institution has. What kind of message you were going to deliver by talking such a perverse, unfounded, baseless and irresponsible things where a genuine problem has been raised.

All my happiness was shattered in a way somebody breaks the house of glass in the middle of the night by throwing a stone when you are sleeping after toiling hard all the day in 45 degree centigrade temperature!!!!!!!! And imagine what happens to your situation when there is no one to pity on you!!!!!!

Have you ever heard what does "customer is a king slogan"? Or is this only to talk in Newspaper and TV? What type of Customer service you have?

You may have very big advertisements in paper and TV. You may earn millions of dollars in one Quarter of the year? But, is it the profit that you earn from giving quality service? Think about it.

I thought that I am the only one who has suffered from this problem but when I did a little bit of googling, I found that how much pathetic your service is and even the customer service is. It seems that you have failed in all branches of telecommunication and it's time for you to pull out. Please please please......for the god's sake, do not loot millions of rupees of poor customers............

Sir, Make your head cool and study little about these problems:

http://www.google.co.in/search?hl=en&q=Tata+Indicom+sucks&btnG=Search&meta=

May be u can give some better service in the future? Nothing much to say and almost lost hope on u guys............ Did my plight and hue and cry make any sense to you--à you with heart of stone and who are sleeping there like kumbhakarna and are busy in answering mails in irresponsible way?”

Then, Email is over…….Can you imagine how badly I was pissed off. J