Jun 10, 2013 10:10 PM
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Below is my open letter to Mr. Srinath Narasimhan, Managing Director of Tata Teleservices Ltd. regarding my complaint about their telecom brand Tata Docomo, more specifchandru021y their 3g wireless datacard service. I have changed the names here(except for Mr. Srinath and Mr. Deepak Gulati) to protect privacy of the individuals involved. However if any of the TATA leadership team is reading this review, they can contact me through MouthShut_Official.com and I can submit all relevant proof.
Hi Srinath,
This is with regard to my ongoing complaint(for 5 months..) with Tata Docomo to get refund for internet device charge, which was never addressed successfully. Infact, all I ever received was pathetic, irresponsible service. I urge you to patiently read through this email of mine to understand what has happened instead of directly forwarding the same to your junior staff. Attached is also all my communication with your complaints team at listen@docomo.com and the appellate.
Here are my connection details :
Photon account number 9
Photon connection number 9
Datacard MEID: A
CAF No. 8<
Complaint docket numbers: 3
On Jan 28th, I sent my 1st email to listen@docomo.com requesting to get the offer I'm promised or provide a full refund at the earliest. I mentioned that I was promised a 10gb download offer for Rs.950 monthly rental(1st month free, and 2nd month rental to be paid only by 3rd month) by your staff Sashi(9) and therefore I'd paid the device money of Rs.1200 to his representative Chetak(8) on Dec 29, 2012. I also said in the email - There was only 1 phone verification during this 30-day period and no physical address verification done. When I called customer service, they told me my plan is for 2gb at Rs.450 monthly rental!! How did a 10gb offer become 2gb?!!
I got your reply on Jan 29th from Prashanth at listen@docomo.com that you have registered my concern related to agency complaint for wrong promises with service number 33. The same will be resolved by 30-JAN-2013 end of the day and I will be duly notified upon the closure of the same.
On Jan 31st, I wrote my 2nd email to listen@docomo.com stating I did not get any reply from your company as promised in your earlier email.
On Feb 24th, I wrote my 3rd email to listen@docomo.com stating I still did not get any reply from your company as promised.
On Mar 4th, I wrote my 4th email to your appellate.kk@tatadocomo.com stating docket reference number 33 again requesting for some action to my complaint. I even wrote at the end of the email:
You have few choices now. Either
refund me Rs.1200 I paid for the datacard and take it from me or
give me free 2 months of 10gb usage or
provide a suitable compensation for the total inconvenience, waste of time and frustration you have caused to me over the last 2 months
Raj from the appellate replied on Mar 7th giving me a new docket number 373 and said issue will be resolved by 8th March 2013.
I wrote my 5th email to your appellate.kk@tatadocomo.com on Mar 15th providing the new Docket reference number 373 given to me and asked if there is any hope of getting a resolution
Raj from the appellate finally replies on Mar 27th saying device charges are non-refundable and requested me to get a new connection if I wish.
I wrote my 6th email to your appellate.kk@tatadocomo.com on Mar 28th reminding them of the options I offered in my 4th email. As you say refund of device charge is not possible, I asked "can you offer a goodwill credit for the inconvenience and frustration caused to me? Remember, my money was taken from me and there was no mention of what was happening for 2 months! Does that sound fair to you?" And also requested that you don't take 3 weeks to reply again!
Despite my humble plea, Raj from your appellate replies to me only by April 13th giving me a 3rd docket number 31 and stating issue will be resolved by 15th April, 2013!!
On 15th April, Vikas from your complaints team in Hyderabad calls me quoting the 3rd docket number given to me and says a waiver of Rs.500 can be provided towards the first month bill IF I reactivate my datacard by visiting the nearest Docomo outlet. Although very unhappy about the service so far, I accepted the offer and asked the representative to reply to me by email that they'll arrange the Rs.500 waiver as they promised. He said he cannot give the promise in writing!!
So I wrote my 7th email on Apr 15th to your appellate kk saying that I'm accepting the Rs.500 waiver on the below conditions :
1) Can I get my datacard card activated against the offer I was promised on Dec 29, 2012 and never got - 10GB data download at 950/- monthly rental(or better offer)? or
2) If my datacard can be reactivated for the 10GB offer, then will the 500/- waiver apply against the monthly rental for that 10GB offer? If I cannot get the 10GB offer, atleast assure me that you will have the 500/- waiver applied for any offer that is equal to or better than the 10GB promised which I can get on my datacard.
I also said to Raj that I want his leadership team to respond this time for addressing my complaint.
On 16th Apr, I get a call again from Sneha in your complaints team in Hyderabad saying they'll try to arrange the waiver to my closed Tata Docomo account for Rs.500. Few hours later, the representative replied via listen@docomo.com saying they are unable to process my request for the waiver...
So I sent my 8th email on Apr 16th to your appellate.kk@tatadocomo.com and listen@docomo.com quoting this 3rd docket number 357581411 given to me and said that I am fed up of their so called proposals and then rejections of the same proposals. And I again asked for device refund as the said device was never used or activated or else what the company is indulging in is plain robbery.
On Apr 23rd, I sent my 9th email to your appellate.kk@tatadocomo.com and listen@docomo.com saying it's been 7 days and there's still been no reply. And said I'll wait for 7 more days before approaching the consumer court for my complaint
On Apr 24th, I got a reply from Sundar at listen@docomo.com stating - I would like to inform you that as the connection has been disconnected due to tele verification negative and the connection is activated on 31-Dec-2012 and it has been disconnected on 17-Jan-2013, on which the age on network is greater that 10 days so as per the business rule we cannot provide the device refund. !!!
So, I reply back on the same day with my 10th email asking if they ever bothered to read any of my emails reg this issue so far and humbly requested that they sit & read all my earlier emails and then revert with a proper reply.
So, Sundar from listen@docomo.com calls me on Apr 25th stating that he finds my request for device refund genuine and said that he'll escalate the matter to the circle head and let me know.
On 26th Apr, Bhavya from listen@docomo.com replies she received information from the concerned team that the device refund cannot be arranged.
So, I sent my 11th email on Apr 29th to your appellate kk again requesting for device refund, again explaining all the issues I faced and also informed that I'm also seeking help of an external agency on what actions I should take to get justice from your company.
Continued in Part 2 of this letter...
