Attached are the mails i exchanged with tata indicom vsnl broadband connection , with dates and complete details . The top mails is the final one , and at the bottom is the first , please go through it from the bottom , to understand the grand failure called TATA VSNL Broadband has made of the customer expectations !The subject of the mails is :Re: 2377163 , 2357672, 2386223 - Engineer visited ! and the mail was copied to every contact id i could find on their website .The ids are :Customer Service , customercare.ap@tatatel.co.in, customercare.del@tatatel.co.in, customercare.guj@tatatel.co.in, customercare.kar@tatatel.co.in, csmumbai@tatatel.co.in, customercare.tn@tatatel.co.in, contact@tatanet.co.in , and after sending all these mails , i got nowhere for approximate 9 days , and 2 of the cases were closed without even calling me to enhance their own internal closure rates !
Yes i will get a refund and will never advise anyone to take their pathetic connection ! i had to document it fully to ensure that others do not make the same mistake !!
engineer ( i can't believe) , called up saying that the net is finally working ! According to him , it is his 3 rd visit , and other than that he has no information on my case .As i am totally dissatisfied with the support promised by tata vsnl . Hence take back the connection and refund the money on priority .I have no wish to continue with your services , which have added more frustration than solutions .
sameer mehta wrote:
Goodmorning ! Oct 8 th '05 Net is till not working and the committment made by Outbound executive -Miss Megha Tiwari has failed !! The issue is all the more strange as i m here at the heart of delhi , and despite being told repeatedly that the net will be up and running in next.. next... next 24, next 24 .. next 24 .. hours , no one has lifted their fingers to resolve the issue !It is obvious , that noone has any control over their field operations .The complaint has been going on since Oct 27 th'05 , and has been closed twice wrongly, without confirming from me , if the issue was ever resolved . The lack of co ordination , clearly indicates lousy management .
herenow @yahoo.com> wrote:
Hi ! Goodmorning ! Net is still not working and hence i m on mtnl . I opened my mail box to find a mail marked to Mr.Singh . It seems i m not the only one who has such great experiences with the ultimate support u have been giving ! My condolence to Mr.Singh , as the poor chap is going through the same process of utter frustration ! The mail is copied below!
Dear Mr. Singh ,
This is with reference to your communication regarding your Tata
Indicom
connection.
We value your membership highly and we would not like to lose
your
patronage.
We would like to inform you that we have forwarded your request to
the
BroadBand department .Our executived will contact you within 24 hrs.
You are a privileged member of Tata Teleservices, which is reputed for
its
good business and ethical practices in the country. (HA HA HA HA )
We apologize for the inconvenience experienced by you .
Should you require any further assistance, please write to us at
customercare.delhi@tatatel.co.in.
Warm regards
Anadita Bharal
Customer Care
As you can see , this mail drips of professional , well stated words , that lead nowhere and offer no solution ! Can i have my money back now ?????????
sameer mehta wrote:
Recieved this mail - net not working still !!!
2377163 , 2357672, 2386223 - Awesome experience!!!
Date: Thu, 6 Oct 2005 15:15:26 +0530
From: "Customer Service" View Contact Details Add Mobile Alert
To: "sameer mehta"
d the inconvenience caused to you due to the no link concern.
With reference to your mail, we would like to inform you that your concern regarding no link has been notified to the resolution team and they will revert back to you at the earliest. Your Complaint Number is: 2386223.
Your patience and cooperation is highly appreciated in this regard.
For any further assistance, please feel free to contact Customer Service http://internet.vsnl.com/contact/customercare.htm (the link contains the location wise contact numbers) or mail us on customerservice@vsnl.co.in We will be delighted to assist you.
Warm Regards,
Customer Service
TATA Indicom.
I wonder how such rediculous claims can be made after ignoring the calls i have made to the pune center and wasting 150 rupees on calling them to clear their own mess. I know i stay in Delhi and that is very far from Mars , from where someone , someday will come to resove the issue ! Till then i will use my mtnl line at 12.5 kbps .
-----Original Message-----
From: sameer mehta [mailto:sameerherenow@yahoo.com]
Sent: Wednesday, October 05, 2005 1:30 PM
To: sameer mehta; Customer Service; customercare.ap@tatatel.co.in; customercare.del@tatatel.co.in; customercare.guj@tatatel.co.in; customercare.kar@tatatel.co.in; csmumbai@tatatel.co.in; customercare.tn@tatatel.co.in; contact@tatanet.co.in
Cc: Customer Service; customercare.ap@tatatel.co.in; customercare.del@tatatel.co.in; customercare.guj@tatatel.co.in; customercare.kar@tatatel.co.in; csmumbai@tatatel.co.in; customercare.tn@tatatel.co.in; contact@tatanet.co.in
Subject: Re: 2377163 , 2357672, 2386223 - Awesome experience!!!
After sending the letter yesterday , today i recieved a mail reply for a previous letter - totally ignoring the latest developments . The copy is given below !! As you can see that it is all a copy paste job rather than a letter which means anything at all .
Customer Service wrote:
Dear Mr. Mehta,
nvenience caused to you.
With reference to your email, we would like to inform you that your concern has been notified to the resolution team. Our executives are working on your issue on high
priority basis. We will get back to you with the feedback at the earliest.
Thank you for your time and patience.
For any further assistance, please feel free to contact Customer Service or mail us on customerservice@vsnl.co.in . We will be delighted to assist you.
s,
Customer Service,
TATA Indicom.
My reply is :
It would have been appreciated if there was any honesty in such mails as offered by your distant / remote claims .The conerned department and even your department are all the same , when it comes to poor management and irresponsible conduct . 20% of the time ur service does not work and shows h/w fault . 3 times i get contradictory statements , that the link is on or not and finally , a team leader refuses to take ownershipby saying that he can not call back !! What do i think of u? do u really want to know? I think that u people are the coolest and the most amazing lousy professionals when it comes to giving excuses and sending rediculous mails mentioning concerned department and action plans without any timelines !!
sameer mehta wrote:
The net is down from the past 4 days now and this is what happened on call with Tata customer support team !!
Tiwari called up from the out bound department , saying that she will follow my case-- that was on the 2 nd oct . Today - oct 4 th , upon calling tata indicom ,Shina told me that the case 2357672 is closed and that a lineman cleared the fault last evening . Mr. Sumit , The team Leader , says " i do not have any mail id other than cutome service " He commited that the issue will be resolved and only then the case will be closed this tme . He does manage to hold fort ,even when his pants are down on the ground . He smiles and says - "i never said that !!" I wonder how come such people are working at Tata ??And when i told him that he should take responsibility , he just gave the above script , thrice again !
Lijo Matthew , The manager was not available at office . Sumit , refused to divulge the manager's contact id . Hemant Lavanya is the team manager , and was not there either .It is obvious that the ownership is lacking , and customer's have to call again and again and run after people to get the expected support / services .
Sumit said that the same outbound team will contact me tomorrow . without committing , a call back himself . He was categoric in saying that he will not call me up , himself !
Awesome Support This !!!!
2386223 - is the new case id . Ok !
smeer123@vsnl.net
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sameer mehta wrote:
Dear All ,
mail , last night from home , the password failed to Work ! This means that that my mails are read by someone ! Great ! But my office internet is still working , so the poor customer is back again .
I woke up this morning , thinking that the problem may have got rectified , but NO . So i called up . Deepti was cool , gave me the steps , but as i was on same line talking to her , so i had to disconnect . I called again , and found Sami ! , nice chap , committed that my case will be forwrded to the relevant departmant , blah blah , and even changed my password on my request - it is tata123 . I tried the net on my mtnl line to find that this password does not work !! I called again the third time , and Ajay picked the phone and told me that unless i verified everything all over again , i won't get any help . He was told to help , but he refused .
So i told him what i think of the support , hearing all that he disconnected my call!! I called again , this time it was Shailesh , and he said that no manager was there . There were 3 events logged for today , one by deepti , and 2 others by sami , none by Ajay ! No person was available , as told to me , who could take my escalation . Shailesh assured me again that the net will start working as he will escalate to the relevant department !!
The net was down for 6 days , and now password has gone Kaput too?? Hail ! Tata /Vsnl broadband Services !!
The process sucks big time !!!
Sameer
sameer mehta wrote:
Dear All - i have reached home and ur connection is dead. i m on mtnl line again , as for past 5 days now ! No ; Im in delhi - not in baghdad! But as the engineer is coming over from Mars , he will take time .
n with 52 kbps mtnl line the pages snap open in just 2 minutes flat !!!
I feel so greatful to u guys that at least my id and password are active !! Please convey my regards to Sumit , Amit , Sumit ( Team Leader) , Megha Tiwari , and all those who make it work so wonderfully!!
sameer mehta wrote:
After sending the letter yesterday , today i recieved a mail reply for a previous letter - totally ignoring the latest developments . The copy is given below !! As you can see that it is all a copy paste job rather than a letter which means anything at all .
stomerservice @vsnl.co.in> wrote:
Dear Mr. Mehta,
We regret for the inconvenience caused to you.
With reference to your email, we would like to inform you that your concern has been notified to the resolution team. Our executives are working on your issue on high
priority basis. We will get back to you with the feedback at the earliest.
Thank you for your time and patience.
For any further assistance, please feel free to contact Customer Service or mail us on customerservice@vsnl.co.in . We will be delighted to assist you.
s,
Customer Service,
TATA Indicom.
My reply is :
It would have been appreciated if there was any honesty in such mails as offered by your distant / remote claims .The conerned department and even your department are all the same , when it comes to poor management and irresponsible conduct . 20% of the time ur service does not work and shows h/w fault . 3 times i get contradictory statements , that the link is on or not and finally , a team leader refuses to take ownershipby saying that he can not call back !! What do i think of u? do u really want to know? I think that u people are the coolest and the most amazing lousy professionals when it comes to giving excuses and sending rediculous mails mentioning concerned department and action plans without any timelines !!
sameer mehta wrote:
The net is down from the past 4 days now and this is what happened on call with Tata customer support team !!
Tiwari called up from the out bound department , saying that she will follow my case-- that was on the 2 nd oct . Today - oct 4 th , upon calling tata indicom ,Shina told me that the case 2357672 is closed and that a lineman cleared the fault last evening . Mr. Sumit , The team Leader , says " i do not have any mail id other than cutome service " He commited that the issue will be resolved and only then the case will be closed this tme . He does manage to hold fort ,even when his pants are down on the ground . He smiles and says - "i never said that !!" I wonder how come such people are working at Tata ??And when i told him that he should take responsibility , he just gave the above script , thrice again !
Lijo Matthew , The manager was not available at office . Sumit , refused to divulge the manager's contact id . Hemant Lavanya is the team manager , and was not there either .It is obvious that the ownership is lacking , and customer's have to call again and again and run after people to get the expected support / services .
Sumit said that the same outbound team will contact me tomorrow . without committing , a call back himself . He was categoric in saying that he will not call me up , himself !
Awesome Support This !!!!
2386223 - is the new case id . Ok !
smeer123@vsnl.net
by sameer mehta
