Jun 19, 2014 12:30 PM
51213 Views
No redressal system with TATA, flaunting TRAI rule by not registering customer complaint
TATA Docomo Appellate does not register investigate complaint on High Handedness of Docomo Staff
I had raised a request for change in plan on 4th of May(request discussion reference # 780159030) and sent a follow up through email on the same day, since my past experience with the Tata Docomo staff have failed me in the past. On 5th & 6th Tata office made calls to my wife's phone instead of mine and I got to understand from them that they saw this as a'new' connection request and they agreed that it was feasible for them to meet the plan requested. I did explain that I was an existing customer, to which I was promised that they will progress request further.
When I didn't hear any confirmation or progress, I called them up to confirm if my request is being progressed to only find that the request was completely ignored and infact my call and my email were'untraceable'. When I asked that a complaint be raised I was transferred to a supervisor, who refused to take the complain since I didn't have any request 'registered' with them(In spite of above reference number and also the proof of my email). Such high handedness and attitude was uncalled for and when I asked what would be the next course of action in the absence of him agreeing to take the complaint, he asked me to write to the Appellate.I did the same and asked Appellate to provide a supporting complaint number, to which there was no response initially. After much persuasion, I got a standing response that they are'looking' at the concern raised, but still no complaint number.
I have been requesting since for a complaint number to ensure my issue is being looked at, to only receive a cold response that the service requested is 'not feasible'. Yet no complaint number, No answer to the complain about the High Handedness of the staff, No details shared of alternates or what next. My plans had been reverted back by their staff earlier to a low speed high price plan(which has been discontinued) promising I would be able to change it the next month. Now it is the 3rd month on the same high price plan and the Appellate is turning a deaf ear to my concerns. Ideally I would shift, but I am aware the service with others is no better or worse. And then there are procedures set to ensure consumers are not taken for a ride. But this nonchalant approach of the Appellate and the staff makes me seek alternate means of getting required attention for those in the management of Tata Docomo and the Respected Board members.
I would not like to follow this process and I did request the same of Appellate, but they seem to by denying me the right of complaining by not registering it or responding to my numerous emails since 46 days.
Regards,
Ajmera
