Feb 10, 2013 01:22 PM
2572 Views
I purchased a 3G post-pay dongle and submitted my application and documents in November, 2012 from a Tata Docomo booth at Forum Value Mall, Whitefield.
I was informed upon payment that the device would be activated within 48 hours.
When the device was NOT activated, I contacted the sales person, Suresh by phone in December.
Suresh said that supporting documents had not been submitted. (though he and his colleague had personally gone to take xerox copies of them at the time of purchase)
I visited the Tata Docomo service center in Koramangala (near Forum) in December.
The customer service person demanded that I re-submit my application and documents, even though I had already given them at the time of purchase, and outright accused me of lying and said I had not submitted anything.
I asked to see a manager, who spoke (yelled) rudely at me and told me I had better do as I was told.
The escalation drew the attention of a higher manager, who was more diplomatic, and who contacted the manager in-charge of the operations at Whitefield Forum Value Mall.
I was put in contact with a Mr. Manohar, who followed up on my complaints about the purchase, documentation and sales person (Suresh)
Mr. Manohar informed me that my application was found, but my supporting documents were lost, and I had to re-submit.
I complained that it was very risky and irresponsible for them to loose sensitive information of mine, such as passport and residency permit (visa) and that I was worried about identity theft.
Within one day my supporting documents were *found and the application processed. (it was now mid-January, 2013)
I received email, sms and phone call verification that my product was activated.
I received a phone call for "verification" and answered some questions, and was informed that I was now "verified"
I received a second phone call for "verification" and answered my name, date of birth, and when asked a third question that I did not understand I said "excuse me, what?" and the tata docomo representative replied "thank you" and hung up.
I tested the device and found it working
a few hours later attempted to use the device and it was no longer working
after several sms and calls to Suresh and Manohar, was told that I had to come to Forum value mall to collect a NEW sim card.
confirmed with Suresh to meet him the following day at Forum Value Mall, Whitefield and pick up my sim card
Suresh did not show up at the mall, and when I called he was in Banashankari, on the opposite side of the city. It was already evening and he asked me to wait for him to come all the way to Whitefield. As I was traveling by public bus I had to decline because it was unsafe for me to stay late in the night and wait for him.
after more calls and complaints to Manohar, Suresh delivered the sim card to my office.
The device still did not work.
I informed Manhohar that so much of my time, money and effort had been wasted that I just wanted to return the device and get a refund. He said it was out of the question. He had also ceased to treat me with the initial courtesy he had shown and was now being as curt and rude and unsympathetic as all the other employees.
Manohar NOW informed us that because I stay in a rural location they could not verify my address (despite TWO phone calls confirming I was "verified") and that I needed to submit a DD of 1000 rupees. I have purchased a dongle from your company one year ago and there was NO issue with my residence being rural at that time.
I submitted the DD last week, and Manohar told me the device would be activated 48 hours after processing the DD.
I have still not been able to USE the device once since purchase in NOVEMBER 2012.
I have thorough documentation of SMS, email and phone conversations with Tata Docomo employees since the purchase of my device. I am prepared to go to court to recover the losses incurred in the past 3 months. I am in no way prepared to pay any bill for services not yet delivered, especially when your employees have free licence to treat customers rudely and apathetically and dare to call them selves "customer SERVICE" when they are only doing me a disservice in every way.
Perhaps I would be slightly less irate, if I had not suffered a very similar experience the first time I purchased your pre-pay dongle device last year, which took a month of incessant phone calls to useless customer service people before it was activated!!!
I feel that I am owed a sincere apology, at least a month of free service, or a refund for a device which I bought to use for a 7 month stay in India, of which, only 4 months are remaining.
WARNING TO ALL - avoid this company like the plague. All their awards and accolades are sure to be scams owing to political connections and nothing more. Nearly 3 years of horrible experience with this company and never an apology or compensation!
