Apr 13, 2010 01:27 PM
2732 Views
I have been using DOCOMO in Chennai for the past 1 month. Since it is backed up by TATA, and they come up with many innovative plans, I was impressed and went for it. But when it comes to customer service it is worst. First of all they haven't put up all the DOCOMO centres in Chennai in their website. I see only a T Nagar address, not even their Head office address in Chetpet.
I needed an international roaming service for which we need to get a new sim. When I called the customer care, each time I call I got a different reply. One of them said, you don't need to get a new sim, but just configure the settings from the Phone menu. Other one gave me a W.Mamabalam address, and other one the Tnagar address. They also gave me a contact no. But it was of no use, they don't have any info and just redirect us to the Tnagar address. And when the checked the international roaming rates, each person gave me a different figure and there was a different rate provided in the website. One of those guys couldn't understand international roaming, he just gave me the national roaming rates.
Fed up after making 3-4 calls, I decided to visit the Tnagar office and get the job completed once for all. After my office hours, I reached their T nagar office, only to be greeted by a security in the reception. I suppose he would be chatting on phone for most of the day, interrupted only by the customers. Since he was alwasys busy with the phone, he did not even have the patience to deal with customers.This is in stark contrast to Vodafone or Airtel, wherein they have a lot many stores in the city and customers will be greeted by dedicated relationship officers.
This guy casually told me that I need to go the head office in Chetpet and this is not the place for such queries. Controlling my disappointment, I asked for the contact no. of that office. But he replied in the negative. If this is the case, the customer care officer could have informed me on phone, which could have avoided me a trip to this T.nagar office, not to mention the Chennai traffic.
The only pros of Docomo is the innovative plans that fits most of the people. But only this will not help them in a long run, with only limited centres in the city and incomplete or wrong information provided by their officers. If only for the number change problem, I would have happily gone back to my previous service, Vodafone, even though it may be a bit expensive.
This is a service oriented industry, and by just attracting people to buy a connection wont do, with poor customer service. DOCOMO needs to seriously consider this if they want to stay in this growing competition.
