Aug 24, 2008 11:48 AM
4992 Views
*Introduction
*Tata's is a name that holds a lot of value in Indian Corporate World. So when Tata's announced their foray into DTH, I was very interested. At that time, I had a hathway service which was very good and providing me what I more or less wanted. But when I moved into a new neighbourhood, I found hathway does not offer it's services there, so I decided to try out Tata Sky and see how the Tata's are looking at this industry. Little did I know that the whole thing would be nightmarish experience for me.
*Quality
*Let me start with the quality of the pictures and viewing. I must say that Tata sky impresses here as the quality of the pictures is top class. The picture clarity is very good and so it is very pleasing on the eyes. But, there are some minor irritants. There is a constant message which keeps running at the bottom of the screen most of the time which gives updates on Tata Sky changes, which is quite often. It is irritating especially when at times it comes over sections where there is text or scores!!
Then whenever it rains heavily, the picture just goes off. That means in the monsoon season there is a quite a few times when I do not recieve any transmission. Compared with Hathway, I will say that Tata Sky is slightly better on the picture quality aspect, but Hathway did not have the irritants which I mentioned. So both of them as far as I am concerned are on par.
*Packages
*Now, the Tata SKY has defined packages, re-defined packages so many times that it is really a pain point now. To add to it everytime they do some such thing, you need to add the package either by sending an SMS (which will be charged), or by calling their customer care (The call never reaches a customer representative before 15 minutes. So you pay for that) or by logging onto their website (Internet costs + it takes longest to show on your Tata Sky account for some reason)!!
Also, at will Tata SKY would add channels to a package and decouple it, so at all times you need to keep yourself updated on what Tata SKY is doing. I never experience this with Hathway. You paid for a subscription and selected your channels and would be happy. A big pain your whatever from Tata SKY.
*Remote
*You must be wondering why the Remote warrants a separate section. Here's the reason why. Tata Sky has a custom remote which looks very attractive etc. Unfortunately, for me, without any reason or rhyme it stopped working after 1 and 1 month (It's warranty expires in 1 year). On complaining to the customer care, they tell me that I need to pay Rs. 300 for a new remote. I asked why, they say that the remote has to be replaced. I asked them, without even looking at the remote how can you come to such conclusion!! They say that is how this can work and this would be charged to your account. She also has the nerve to tell me that the service is actually paid and I need to pay another 300 Rs for the same which they are waiving off as a favor to me!!
So every year or so you need to shell out another Rs. 300 for a new remote. They will not even attempt to repair it or find what is the fault with it, just you need to shell out Rs. 300!! Two years with Hathway and this never happened to me!!
*Customer Service
*This is that part of Tata Sky which I prefer to call "Cleansing your Sins for taking up Tata Sky". The punishments they put you through would put Lord Yama to shame. First of all when you call you need to wait a minimum of 5-6 minutes to reach a customer care person. I have waited for more than 15 minutes on occassions and in frustration cut off the connection. Whenever I call Tata Sky my mobile bill shoots up unnecessarily.
Coming to actual service, all this wait would have been worth it, if we do get good service. Instead usually we have some irritable person talking about stuff which you are not asking for. Especially during the Remote incident when the person kept on irritatingly stating that I need to pay Rs. 300 and nothing more, I asked him to put me through to a higher authority. He simply put me on hold and left it. After another 15 minutes wait I cut off the phone.
To add to this every visit after one year costs Rs. 300 or needs an AMC of Rs. 500!! My cable guy who charges Rs. 100 for 100 channels does that for free because that is the basic service for which I am paying isn't it!!
All in all a completely unprofessional and worthless customer service!!
*Add Ons
*Tata Sky provides some good add ons like Showcases and Interactive services. But I need to go through the customer care for all these or use SMS. I fear their customer service and do not want to keep sending SMS for each and everything, so that means that I have stopped using probably the service that might be something decent in the Tata Sky stable. In US, such add ons can be ordered on remote without the additional burden of SMS or call to the customer care.
*Cost
*Here is how the Tatas cost:
Rs. 310 for South Jumbo Pack + Rs. 15 for Ten Sports and Rs. 45 for Lifestyle Gold pack i.e. Rs. 370/month. I get 90% of these channels for Rs. 100 from my local cable guy. For Rs. 250, I get the complete set of channels.
Additional charges, AMC for service Rs. 500 every year or Rs. 300 per visit. Our cable guy does this for free. Remote charges Rs. 300 per year, our friendly cable guy does not charge anything for this as well.
So Tata Sky is way too costly compared with other vendors as well as your cable guy.
*Summary
*Everybody enters a business to make money and that is understandable. But, when someone gets too greedy and decides to put a cost to everything that is supposed to be the part of the original service, it is painful and unethical. When it comes from such an highly regarded business corporate like Tatas it is totally unacceptable. Probably Tatas are looking to re-imburse for their troubles in West Bengal through all these tactics in Tata Sky.
Sadly, I have lost my respect for the Tatas and waiting with bated breath for Hathway to come to my neighbourhood so that I can make a switch!!
