Aug 22, 2006 08:34 PM
3111 Views
(Updated Aug 28, 2006 08:40 PM)
How can I write a review about a service I never received? Well, I can tell you about the elaborate process through which Tata Indicom doesn'tgive broadband service.
At the retail sales outlet
I was in desperate need of a broadband Internet connection at home, when I first approached Tata Indicom in June for their broadband Internet connection. I had heard horror stories about BSNL Data One, and did not even consider them. Tata being a private player ought to be better- I thought. Tata Indicom has a flashy retail outlet in the City Centre mall at Salt Lake City, Kolkata.
A small section of the retail outlet houses the broadband section, usually staffed by a customer service executive, who is not comfortable with English and can barely speak Hindi (during the course of my interaction with Tata Indicom, I met with at least 4 customer service executives at this retail outlet, all of whom had the same language problems). However, with their available language proficiency, they managed to convey to me an earnestness to help, that I must admit charmed me. After they explained the various tariff plans, I chose one.
As the next step, they had to fill up an Excel spreadsheet that they would then send to the main VSNL office in Ultadanga for further perusal. the lady who took down my details in the Excel spreadsheet was so uncomfortable with Excel that I had to help her with that task. After taking down my details she informed me that Tata Indicom would get back to me after conducting a feasibility study within 6 days.
After 6 days became 3 weeks, I went back to the same retail outlet to inform them I have not heard from anyone. After expressing profound surprise, they said that they would follow up the matter, and that I would definitely hear from them after 6 days. I waited one more fortnight; there was no contact.
I went back to the retail outlet again. This time the people there were totally embarrassed, and started blaming the VSNL office in Ultadanga. Think of it- employees in one section blaming another section of the same organization to pacify a customer! They then suggested that I directly go to the Ultadanga VSNL office and apply there. This- after 5 weeks of first getting in touch with them!!! They also gave me a number to call (+91-33-23558282) to know the status.
The Call Center
Getting a CS representative on the line at their call centre is the next big hurdle. After three frustrating failed attempts, I finally succeeded at the fourth. Here the CS rep who took the call patiently told me that though I was waiting for the past 5 weeks, since I did not have an Inquiry Number (the people at the retail sales outlet did not give me one), I had to start the application process again.
So, in the last week of July, a whole 8 weeks after my first interaction with Tata Indicom, my application was registered in their computerized system, and (hallelujah!) I got a 6-digit Inquiry Number. I was again told the same story that the feasibility study would be conducted and I would get my connection within 10 days. In the next 10 days, I heard nothing from them.
10 days later I called them again. This time they informed me that work is in progress with the feasibility study, and in a further 10 days I would get the connection. It has been 12 days since that and there has been no word.
So today, I called them again. The CS rep expressed his profound surprise and disappointment. He then informed me that the matter had been escalated to the manager concerned (as though it is some consolation). I asked the CS rep for how long I would need to wait. He gave me a vague reply and did not give me a specific date.
Conclusion
So, after around 80 days of waiting, I have neither got my much desired broadband connection, nor do I know when I can hope to get it. Oh by the way, I called up Airtel Broadband today and logged an application with them too. They are promising that a CS executive will meet me within 48 hours, and that I will get a connection within a week. Let's wait and see.
Update (August 28, 2006)- Airtel Braodband In, Tata Indicom Braodband Out
The Airtel Broadband Field Service officer showed up on Saturday, and we worked out a good package featuring a 256 kbps broadband connection and a land phone. They've promised that my connection will be up and running by the next weekend. I called up Tata Indicom and informed them that I am canceling my order. They complied without asking me for the reason, nor seeking my feedback.
