Dec 25, 2009 08:43 PM
3594 Views
I opted for a Tata Sky connection in January 2008(subscriber no 1027484250) and paid by credit card online for my connection and installation. To my pleasant surprise, the connection was up and running the same day, within 4 hours of paying for the same. Since the subscription was done online, the company gave me the first month subscription free of cost. I opted to pay for the subsequent months on an annual subscription basis and paid Rs 3100 on February 25, 2008 for South Jumbo pack through the online mode. The transaction was successful and the confirmation appeared on the television screen within 5 minutes of making the payment.
To my utter surprise, the television screen started flashing a payment reminder message on Dec 25, 2009 that my subscription would expire on Dec 26, 2009 - two months short of the annual package time. I called the call center @ 1860 425 6633 and the customer care associate enlightened me on the CON GAME(call reference number 1-569-730-8359).
My fault was that I renewed the subscription 2 days before due date(upon receipt of SMS on my registered mobile number and the reminder flashing on the television screen). Apparently, customers need to call in and speak to the call centre agent and tell them that the renewal fee is towards ANNUAL SUBSCRIPTION. If customers fail to call in, the ’system’ charges customers a fee based on monthly subscription mode. Therefore, customer’s choice of a combination of package type and amount from the online options provided is NOT enough. Tata Sky customers should wait for the freebie package to get over, endure the uncertainty of disconnection and reactivation and then choose to renew their subscription or else get CONNED. If renewed in advance one should call the call centre again after expiry of current option/subscription to ensure/confirm that the internal systems are updated correctly.
What I cannot understand is why customers should pay the entire 12 month fee in advance and provide free capital for Tata Sky to run the business and endure rude call center agents who justify the con game.(Tata Sky mentions on its website that annual subscription charges work out beneficial to customers by effectively providing one month free subscription besides the hassle of monthly renewals. I do not know who benefits from annual subscription – Tata Sky or customers). This makes me wonder what kind of online application the company has for subscriptions and renewals – the online option talks about ANNUAL PACKAGE and the company subsequently goes ahead and charges customers on a monthly basis while gleefully accepting advance yearly subscription fees.
The company is unrepentant. Any suggestions on how this complaint can be taken up for redress? Misleading communication on the website?
