Jun 25, 2008 02:55 PM
3151 Views
(Updated Jun 25, 2008 03:06 PM)
Well, I did not expect that TATA too, like its peers, would come down to such money haggling techniques.
Initially, I felt great about TATAfor entering into the cable (in form of DTH) business; it was common 2 -3 years back to have local goons operating the cable businesses.
Then entered TATA Sky – a few predecessors like Dish TV, Hathway etc were struggling to set their foot firmly. TATA Sky was an instant success, mainly due to the business group it was backed from & it’s advertising.
However, from my experience with them, I realized TATA Sky is no different from the local cable operators. I like to call such set-ups as “White Collar Corruption”.
Here’s my story, read suffering, with TATA Sky:
Being new to Hyderabad city, I opted for TATA Sky. I had heard a lot (thanks to their advertisements) about its digital clarity, reliable network, etc.
I booked a TATA Sky connection on phone (after waiting for almost 18 minutes to talk to the customer service associate). I should compliment the telex-operator, who was smart enough to offer a bait of payment by credit card – the offer being that if I pay by credit card, I would receive a bonus month subscription free. I fell in the trap. There were no other conditions mentioned, no questions asked. At the end of the call, I was told that a digi-comp box would arrive at my residence & thereafter, I have to book appointment for installation.
I received the so called digi-comp box, although 2 days later than promised earlier. I called TATA Sky again to book an appointment for installation. I was given a date 8 days later. I haggled with the associate only to be told (probably threatened!) that there’s nothing I can do since the payment has been made. I had no other option but to give in.
Eight days later, the installation guy arrived to install the receptor dish. I’m staying in a rental apartment, which is on the second floor (with no high rises around) & has access to 2 directions – 3 balconies in an apartment, you may very well imagine.
The installation guy informed me that the direction faces of my balconies are not equipped to receive the signal; hence the dish will have to be installed on the terrace. Setting a dish on the terrace required permission from the owner, who refused. He had a valid contention that the terrace belongs to the terrace flat owner & not the building; bottom line being that terrace is not a common area. Fair enough! I can’t fight with the owner over that. New to the city!
Very smoothly, the installation engineer convinced me at that moment that I can cancel the connection & the refund amount would be credited. I should call up TATA Sky within 3 days to cancel – 3 days for the engineer to update their internal system records. Till here, I felt that it being TATA Sky, a business backed by TATA, the installation engineer & the company must be trustworthy.
I called up TATA Sky customer service again for the cancellation procedure. I was refused blankly for cancellation stating that, as per the record, the installation could not be done since the reason mentioned in the record was “No Permission Granted”. I spend almost 30 minutes trying to convince the associate that the issue was not of permission but of terrace flat ownership.
The crux is that this is how TATA Sky is rampant in cheating customers:
Firstly, when I paid for the connection, I wasn’t informed that there will be directional constraints to set up the dish – maybe I did not do enough net surfing.
Secondly, I was informed by installation engineer that the records would be updated as “Signal Direction not available”, which is valid for cancellation; but the record was updated as “No Permission Granted”.
Thirdly, in the first place, I wasn’t informed about the different reason codes for which cancellation won’t be refunded.
Lastly, as per the service agencies handbook, a service provider has to give the local consumer forum details, when customers ask for – this is to safe guard interests of consumers who are new to the city. I was blankly refused & conveyed to find the info myself.
I jut though that while I’m trying to get info about that, I might as well update the conscious consumer community here, so that no one else falls in the trap of “White Collar Corruption”.
