Sep 17, 2004 03:30 PM
4244 Views
(Updated Sep 17, 2004 03:32 PM)
Wanting a second phone connection, I applied to Tata Teleservices to get myself a smart wireless connection. The first stage was smooth. I sent a mail thru their website and in a day a dealer contacted me. Next day, someone came, completed the documentation and said that someone would be coming to the address for verification.
Now, I had given documentary proof, given a deposit cheque and also my business card. What verification, I wondered. I was soon to find out.
A chap (presumably from one of those credit card delinquency chasers goon gangs) came home. My wife was at home. This guy started asking questions about my status, my salary, whether I owned a 4/2/3 wheeler. whether it was my own home or rented home etc., At some point my wife lost her cool, since he also wanted to know whether we had credit cards etc., The guy was also rude.
My wife called me and conveyed this to me.
I promptly called up the dealer who said that this verification part was the company prerogative and gave me a number to contact. This number was presumably a call center. I was given another number to speak. After about three calls, I was able to registered my protest and was given a complaint number. I tried desperately to get a name and number of someone with whom I could speak. I was repeatedly stonewalled. Now, I went to the website of tata indicom and they are so full of hubris that there is no way you can send a mail about a complaint or protest. You have to write within predetermined subjects.
I have made a request for a stop payment to my bankers in respect of the deposit cheque, since there is no point in dealing with such a rogue organisation, that has no concept of customer service. I like my BSNL, which is so efficient and polite. I have never faced any difficulty with them. I wanted a post paid cellone connection. Since I had a land line from BSNL, they gave me a SIM CARD across the table and the phone was activated on the next day. BSNL was so customer friendly that they even asked me to choose a suitable number from a wider option available.
It is sad that a brand like TATAS are in to a segment where they do not project their vaunted image. As far as I am concerned, it is tata to TATA. I hope that someone from tatas read this and put things in place.
Maybe I am being too harsh, but when someone comes and markets to you, is polite and respects you and your position, you expect the same level of courtesy across the board. Here, the call centre guy said that he is not from the company, would not give me a name and the website has no details about whom to take a complaint. It is clear that the whole thing is like the old days PSU structure, where you would be tossed from desk to desk.This is sad in a customer centric business, that too from the house of TATAS.
