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show details Sep 19 (5

customerservice days ago)

to me
Dear Mr. Girotra,

We regret the inconvenience cause to you

We would like to inform you that your concern regarding down time credit has been forwarded to the
our team. Our team is working on your issue on high priority basis. We will get back to you with the
feedback at the earliest.

We need your support during this period which enables us to serve you better.

For any further assistance, please feel free to contact our customer service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards

Glory,
Customer Service team,
Tata Indicom Broadband 2.0

Vivek Girotra show details Sep 18 (6


days ago)
to customerservice
Don't you understand how your own system works?

ANSWER THIS QUESTION:

HOW DOES INCREASING MY VALIDITY PERIOD BY 15 DAYS HELP ME WHEN MY ACCOUNT


BALANCE WILL REMAIN THE SAME?

IF YOU ARE NOT ABLE TO UNDERSTAND THE DIFFERENCE BETWEEN VALIDITY AND
ACCOUNT BALANCE, PLEASE PASS ON THIS EMAIL TO SOMEONE WHO CAN!!
- Show quoted text -

customerservice show details Sep 18 (6


days ago)
to me

Dear. Customer,

We understand the inconvenience caused to you and we regret for the same.

With regard to the various instances stated by you in your mail - all of which lead you to believe that
services provided by us are to the contrary of what your expectations were.
We would like to emphasize on the fact that you are a valuable customer to us and request you to
grant us an opportunity to serve you better. It is our constant endeavor to serve our customers to their
satisfaction.

With reference to your mail we have verified our records referring to your concern with the complaint
number 12780110 we would like to inform you that
15 days validity has already been provided to your account, your's earlier validity expiry date was
11/2/2010 11:59:59 PM
which has been extended to 11/16/2010 11:59:59 PM as per down time credit.

Incase if you have any concern please revert to us.

For any further assistance, please feel free to contact our customer service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team,
Tata Indicom Broadband 2.0

Reply

show details Sep 18 (7


Vivek Girotra days ago)

to customerservice, Rohit, ravindran.s, janice.goveas


Who is MR LAKSHMIKANTH?
After exchanging 40 odd emails, if you can't even get
my name right, it speaks volumes about your 'customer service'!!

Ok let me explain this time in different words:

I DO NOT ACCEPT EXTENDED VALIDITY AS VALID DOWNTIME CREDIT AS EXTENDED


VALIDITY IS MEANINGLESS.
EVEN IF YOU INCREASE MY VALIDITY BY 15 DAYS, MY ACCOUNT BALANCE WILL STILL BE
THE SAME AND WILL GET EXHAUSTED ON THE SAME DAY AS BEFORE.
THUS WHAT YOU SHOULD BE DOING IS ADDING RS 630 ( 15 DAYS * RS 42/DAY) TO MY
ACCOUNT BALANCE!

THE FOLLOWING LINES ARE COPY-PASTED FROM YOUR OWN WEBSITE WHICH MAKE
CLEAR THE DIFFERENCE BETWEEN 'VALIDITY' AND 'ACCOUNT BALANCE':

NOTE : The validity of your account is based on your tariff plan and will expire
upon the account balance getting fully exhausted or the expiry of validity
period of your recharge value voucher, whichever is earlier.

ARE YOU ABLE TO UNDERSTAND WHAT I AM SAYING NOW????

ROHIT: PLS TALK TO THESE GUYS AND EXPLAIN THE DIFFERENCE. I DON'T KNOW WHAT
ELSE TO SAY TO THESE PEOPLE!
- Hide quoted text -
On Fri, Sep 17, 2010 at 5:01 PM,
customerservice <customerservice@tatacommunications.com> wrote:

Dear Mr. Lakshmikanth,

We regret the inconvenience caused to you.

With reference to your request for downtime credit, we would like to inform you that as
per the norms for the prepaid customers we will provide the down time credit in the form
of validity extension.

Thank you for your time and patience.

For any further assistance, please feel free to contact Customer Service in your city for
details of the contact no please visit http://www.tataindicombroadband.in or write us
on customerservice@tatacommunications.com. We will be delighted to assist you.

Warm Regards,

Sridhar,
Complaint Management Team,
TATA Indicom Broadband 2.0.

from Vivek Girotra <vgirotra@gmail.com> hide details Sep 16 (8


tocustomerservice days ago)
<customerservice@tatacommunications.com>

cc"Rohit Singh (R&R)"


<rohit.s@tatacommunications.com>,
janice.goveas@tatacommunications.com,
ravindran.s@tatacommunications.com

dateThu, Sep 16, 2010 at 7:36 PM


subjectRe: FW: FW: FW: FW: FW: FW: Service
Conformation
mailed gmail.com
-by

I FEEL LIKE A TAPE RECORDER ON LOOP!!

REWRITING FROM MY EARLIER MAIL:

THE VALIDITY PERIOD DOES NOT MEAN


ANYTHING AS IT REFERS TO THE VALIDITY OF
THE ACCOUNT RECHARGE VALUE VOUCHER I
HAVE BOUGHT.
HERE IS WHAT YOUR WEBSITE STATES :

NOTE : The validity of your account is based on


your tariff plan and will expire upon the account
balance getting fully exhausted or the expiry of
validity period of your recharge value voucher,
whichever is earlier.
SINCE MY ACCOUNT BALANCE IS THE SAME,
INCREASING THE VALIDITY OF MY ACCOUNT BY
15 DAYS WILL NOT MEAN ANYTHING AS MY
BALANCE WILL GET EXHAUSTED ON THE SAME
DAY AS EARLIER.
WHAT YOU NEED TO DO IS ADD RS 630 (15 DAYS *
RS 42/DAY) TO MY ACCOUNT BALANCE.
WHAT YOU HAVE DONE IS EQUIVALENT TO INCREASING THE VALIDITY
OF A PREPAID PHONE WITHOUT ADDING TALKTIME.
IT DOESN'T MEAN ANYTHING UNLESS THE PERSON PUTS MONEY IN THE
ACCOUNT BALANCE.
YOU WERE SUPPOSED TO CONSULT WITH YOUR TEAM 14 DAYS BACK AND
REVERT WHICH YOU HAVEN'T DONE YET!

- Show quoted text -

Reply Reply to all Forward


Reply

show details Sep 16 (8


Vivek Girotra days ago)

to customer, Rohit, ravindran.s, janice.goveas


ALSO 'PRANALI' FROM YOUR TEAM HAD CALLED AND SHE IS GIVING ANOTHER RESPONSE
ALTOGETHER SAYING THE CREDIT WAS GIVEN IN JULY ITSELF. WHEN I ASKED HER FOR
DETAILS, SHE SAID SHE WILL CALL BACK WITHIN THE HOUR WHICH SHE HAS NOT DONE.
NOT THAT I EXPECTED ANYTHING BETTER CONSIDERING YOUR LEVEL OF RESPONSE SO
FAR.

from customerservice <customerservice@tatacommunicati hide details Sep 16 (8


ons.com> days ago)
tovgirotra@gmail.com
dateThu, Sep 16, 2010 at 7:23 PM
subje FW: FW: FW: FW: FW: FW: Service Conformation
ct
maile tatacommunications.com
d-by

Dear Customer,

We understand the inconvenience caused to you and we regret for the same.

With reference to your mail, as per the resolution for the complaint
number 12780110 regarding dowtime credit we would like to inform you that The 15 days validity has
already been provided to your account earlier validity expiry date was 11/2/2010 11:59:59 PM.which
has been extended to 11/16/2010 11:59:59 PM as per DTC

Thank you for your valuable time and patience.

For any further assistance, please feel free to contact our customer service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com
Warm Regards,
Ghouse

Customer Service Team


Tata Indicom Broadband 2.0

from Vivek Girotra <vgirotra@gmail.com> hide details Sep 16 (8


days ago)
tocustomerservice
<customerservice@tatacommunications.com>

cc"Rohit Singh (R&R)"


<rohit.s@tatacommunications.com>,
janice.goveas@tatacommunications.com,
ravindran.s@tatacommunications.com

dateThu, Sep 16, 2010 at 3:23 PM


subjectRe: FW: FW: FW: FW: FW: Service Conformation
mailed gmail.com
-by

AARGH! HOW DUMB ARE YOU PEOPLE?


THAT IS A DIFFERENT COMPLAINT ALTOGETHER!
LOOK AT THE MAIL TRAIL IN THIS EMAIL. I AM TALKING ABOUT 12780110 REGARDING
DOWNTIME CREDIT NOT PLAN CHANGE!!!
- Hide quoted text -

On Thu, Sep 16, 2010 at 3:04 PM,


customerservice <customerservice@tatacommunications.com> wrote:
Dear Customer,

We understand the inconvenience caused to you and we regret for the same.

With reference to your mail, as per the resolution for the complaint number 12853496 regarding wrong
plan we would like to inform you that checked at our end.you have made request for plan change to
selected PlanId:500764 cpe MonthlyRental:null on 18-AUG-2010 08:08:29 with remote
ip:59.164.19.104

We require your valuable support & co- operation during this period.

For any further assistance, please feel free to contact Customer Service in your city for details of the
contact no please visit http://www.tataindicombroadband.in or write us
on customerservice@tatacommunications.com.

We will be delighted assist you.

Warm Regards,

Kamalakar,
Customer Service Team
Tata Indicom Broadband 2.0

from Vivek Girotra <vgirotra@gmail.com> hide details Sep 16 (9


days ago)
tocustomerservice
<customerservice@tatacommunications.com>

cc"Rohit Singh (R&R)"


<rohit.s@tatacommunications.com>,
ravindran.s@tatacommunications.com,
janice.goveas@tatacommunications.com

dateThu, Sep 16, 2010 at 1:41 AM


subjectRe: FW: FW: FW: FW: Service Conformation
mailed gmail.com
-by

IT IS NOW THIRTEEN DAYS SINCE YOU FORWARDED MY MAIL REGARDING VALIDITY


EXTENSION TO YOUR TEAM.
SINCE THEY ARE WORKING ON IT AT 'HIGH PRIORITY BASIS', CAN YOU TELL ME HOW
MANY MORE DAYS ARE YOU GONNA TAKE TO RESPOND TO THIS COMPLAINT?

I HAVE BEEN CORRESPONDING WITH YOU FOR MORE THAN A MONTH AND HALF NOW AND
STILL MY QUERY HAS NOT BEEN RESOLVED. I FEEL LIKE I AM BANGING MY HEAD
AGAINST A BRICK WALL WHEN TALKING TO YOU!

KINDLY PROVIDE A RESOLUTION TO THIS VALIDITY EXTENSION COMPLAINT ASAP!

ROHIT/RAVINDRAN/JANICE: CAN YOU PLEASE FWD MY EMAIL TO YOUR MD? I AM TIRED,


FRUSTRATED, ANGRY AND EXASPARATED FROM DEALING WITH YOUR INCOMPETENT
CUSTOMER SERVICE TEAM.
I AM SURE THEY WILL COPY/PASTE THE BELOW EMAIL AND SEND ME THAT AS A REPLY
TOMORROW TOO.
rom customerservice <customerservice@tatacommunications.com hide
> details Sep 8
tovgirotra@gmail.com

dateWed, Sep 8, 2010 at 2:25 PM


subjectFW: FW: FW: FW: Service Conformation
mailed tatacommunications.com
-by

Dear Customer,

We understand the inconvenience caused to you and we regret for the same.

We would like to inform you that your concern regarding Downtime Credit has been escalated to our
team and we are waiting for the resolution as soon as we get the feedback from our team we will
update you.

We need your support during this period which enables us to serve you better.

For any further assistance, please feel free to contact our Customer Service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com.

Warm Regards,

Abdul Qadeer,
Complaint Management Team,
Tata Indicom Broadband 2.0.

rom Vivek Girotra <vgirotra@gmail.com> hide


details Sep 8
tocustomerservice
<customerservice@tatacommunications.com>

cc"Rohit Singh (R&R)" <rohit.s@tatacommunications.com>,


ravindran.s@tatacommunications.com,
janice.goveas@tatacommunications.com

dateWed, Sep 8, 2010 at 3:42 AM


subjectRe: FW: FW: FW: Service Conformation
mailed gmail.com
-by
IT HAS BEEN 6 DAYS SINCE I HAVE EMAILED YOU
MY RESPONSE TO YOUR EMAIL AS CAN BE SEEN
IN THE MAIL TRAIL BELOW.
HOW MUCH TIME DO YOU NEED TO RESPOND TO
SUCH A SIMPLE QUERY? THIS EMAIL EXCHANGE
HAS BEEN ON FOR OVER A MONTH NOW!!
- Hide quoted text -

customerservice show
details Sep 5
to me
Dear Customer,

We regret the inconvenience cause to you.

We would like to emphasize on the fact that you are a valuable customer to us and request you to
grant us an opportunity to serve you better. It is our constant endeavor to serve our customers to their
satisfaction.

We would like to inform you that your concern regarding validity extension has been forwarded to our
team. Our team is working on your issue on high priority basis. We will get back to you with the
feedback at the earliest.

We need your support during this period which enables us to serve you better.

For any further assistance, please feel free to contact our customer service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team,
Tata Indicom Broadband 2.0

From: Vivek Girotra [mailto:vgirotra@gmail.com]


Sent: Sunday, September 05, 2010 5:22 PM

To: Customer Service (Retail-India)


Cc: Rohit Singh (R&R); Ravindran Subramanian; Janice Goveas
Subject: Re: FW: FW: Service Conformation
- Hide quoted text -

Still waiting for your response....


rom customerservice <customerservice@tatacommunications.com hide
> details Sep 2
tovgirotra@gmail.com

dateThu, Sep 2, 2010 at 4:45 PM


subjectFW: FW: Service Conformation
mailed tatacommunications.com
-by

Dear Customer,

We regret the inconvenience caused to you.

With reference to your mail we would like to inform you that your concern regarding validity has been
forwarded to our team. Our executives are working on your issue on high priority basis. We will get
back to you with the feedback at the earliest.

We need your valuable support during this period.

For any further assistance, please feel free to contact our customer service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,
Abdul Qadeer,
Customer Services Team,
Tata Indicom Broadband 2.0.

from Vivek Girotra <vgirotra@gmail.com>


tocustomerservice
<customerservice@tatacommunications.com>

ccravindran.s@tatacommunications.com,
janice.goveas@tatacommunications.com,
"Rohit Singh (R&R)" <rohit.s@tatacommunications.com>
dateWed, Sep 1, 2010 at 4:10 PM
subjectRe: FW: Service Conformation
mailed- gmail.com
by

THE VALIDITY PERIOD DOES NOT MEAN ANYTHING AS IT REFERS TO THE VALIDITY OF THE
ACCOUNT RECHARGE VALUE VOUCHER I HAVE BOUGHT.
HERE IS WHAT YOUR WEBSITE STATES :

NOTE : The validity of your account is based on your tariff plan and will expire upon the account balance
getting fully exhausted or the expiry of validity period of your recharge value voucher, whichever is
earlier.

SINCE MY ACCOUNT BALANCE IS THE SAME, INCREASING THE VALIDITY OF MY ACCOUNT


BY 15 DAYS WILL NOT MEAN ANYTHING AS MY BALANCE WILL GET EXHAUSTED ON THE
SAME DAY AS EARLIER.
WHAT YOU NEED TO DO IS ADD RS 630 (15 DAYS * RS 42/DAY) TO MY ACCOUNT BALANCE.

I AM SURPRISED YOU DO NOT KNOW HOW YOUR OWN SYSTEM WORKS AND I HAVE TO
POINT OUT THIS ANOMALY.

PLS GET BACK TO ME ASAP!!


- Hide quoted text -

On Wed, Sep 1, 2010 at 1:44 PM,


customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Vivek,

We understand the inconvenience caused to you and we regret for the same.

With reference to your mail we have verified our records referring to your concern with the complaint
number 12780110 we would like to inform you that as per the ticket update received from TCS that
The 15 day’s validity has already been provided to you.

Your earlier validity expiry date was 11/2/2010 which has been extended to 11/16/2010 as per Down
time credit.

Incase if you have any concern please revert to us.

For any further assistance, please feel free to contact our customer service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team,

Tata Indicom Broadband 2.0


From: Vivek Girotra [mailto:vgirotra@gmail.com]
Sent: Wednesday, September 01, 2010 1:40 AM
To: Customer Service (Retail-India)
Cc: Rohit Singh (R&R); Ravindran Subramanian; Janice Goveas
Subject: Re: Service Conformation

My complaint has not been addressed yet.


I got a call last Saturday from your team and she said she will mention the following on email:
1. The dates I will be getting the 15 days downtime credit.
2. What speed/plan that 15 days duration will be on.

Until I receive this in writing from your team, I shall not consider my complaint as resolved.

Vivek.

On Tue, Aug 31, 2010 at 9:18 PM, customerservice <customerservice@tatacommunications.com>


wrote:
Dear Customer,

This is with reference to your request number 12780110


We sincerely thank you for taking time to give us your valuable feedback.
Your request has been addressed. We have been trying to contact you on the numbers available with
us to confirm the resolution.
Do let us know if there is anything else we could do to add value to your interaction with us. We
assure you that the same will be used to improve our services
We hope to bring you the best at all times and looking forward to long term association with you.

For any further assistance, please feel free to contact Customer


Service http://www.tataindicombroadband.com/contactus.html (the link contains the location wise
contact numbers) or mail us on customerservice@tatacommunications.com.

ustomerservice show
details Aug
to me 26

Dear Customer,

We regret the inconvenience cause to you.

We would like to emphasize on the fact that you are a valuable customer to us and request you to
grant us an opportunity to serve you better. It is our constant endeavor to serve our customers to their
satisfaction.

We would like to inform you that your concern regarding down time credit details has been forwarded
to our team with complaint number 12780110. Our team are working on your issue on high priority
basis. We will get back to you with the feedback at the earliest.
We need your support during this period which enables us to serve you better.

For any further assistance, please feel free to contact our customer service in your city, for details of
the contact number please visitwww.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team,
Tata Indicom Broadband 2.0

Wed, Aug 25, 2010 at


Vivek Girotra <vgirotra@gmail.com>
6:25 PM
To: customerservice <customerservice@tatacommunications.com>
Cc: "Rohit Singh (R&R)" <rohit.s@tatacommunications.com>, ravindran.s@tatacommunications.com,
janice.goveas@tatacommunications.com
Bcc: NARASIMHAN.SRINATH@tatacommunications.com,
SRINATH.NARASIMHAN@tatacommunications.com, N.SRINATH@tatacommunications.com,
subodh.bhargava@tatacommunications.com, kishor.chaukar@tatacommunications.com,
amal.ganguli@tatacommunications.com

I have recharged my account on 18th Aug so I know my current balance and validity. My query
was regarding the ORIGINAL expiry date before the downtime credit was given.

Your chart still doesn't answer my questions.


What do those numbers mean - Rupees/hours/minutes/etc????
You cannot just pluck a chart out of the system and expect the customer to decode it.

IF YOU HAVE GIVEN ME DOWNTIME CREDIT, IT MEANS THERE WAS A START DATE AND
AN END DATE TO THE PERIOD RIGHT? WHY CAN'T YOU JUST ANSWER MY QUESTIONS
IN PLAIN ENGLISH!!

1. HAVE 360 HOURS BEEN CREDITED TO MY ACCOUNT?


2. WHAT WAS THE ORIGINAL EXPIRY DATE OF MY ACCOUNT PLAN?
3. START DATE AND END DATE OF EXTENDED VALIDITY PERIOD.

IF YOU CANNOT ANSWER MY QUESTIONS, PLS PASS ON THIS MAIL TO SOMEONE WHO
CAN.

On Wed, Aug 25, 2010 at 5:45 PM,


customerservice <customerservice@tatacommunications.com> wrote:

Dear Customer,

We understand the inconvenience caused to you and we regret for the same.
With reference to your mail, as per the resolution for the complaint number 12760356 regarding
Downtime credit we would like to inform you that Downtime credit has been already credited to
your account kindly follow your account statement as below.

07/28/2010 DEBIT 42 0 ADJUSTMENT MADE FOR DAILY DEDUCTION

07/29/2010 DEBIT 42 0 ADJUSTMENT MADE FOR DAILY DEDUCTION

07/30/2010 CREDIT 0 630 ADJUSTMENT FOR DOWNTIME CREDIT

07/30/2010 DEBIT 42 0 ADJUSTMENT MADE FOR DAILY DEDUCTION

we would like to inform you that we have verified our records and found that your account current
balance is Rs.1398.718/- and validity 16-NOV-2010.

Thank you for your valuable time and patience.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Ghouse,
Customer Service Team
Tata Indicom Broadband 2.0
From: Vivek Girotra [mailto:vgirotra@gmail.com]
Sent: Wednesday, August 25, 2010 4:43 AM
To: Customer Service (Retail-India)
Cc: Janice Goveas; Ravindran Subramanian; Rohit Singh (R&R)
Subject: Re: Service Conformation

HOW CAN YOU SAY MY COMPLAINT HAS BEEN ADDRESSED WHEN YOU HAVE NOT YET
ANSWERED ANY OF MY QUESTIONS?

THIS HAS DEFINITELY GOT TO BE THE MOST PATHETIC CUSTOMER SERVICE EVER!

THIS ISSUE HAS NOT BEEN ADDRESSED AND I DO NOT CONSIDER YOUR
RESPONSE AS VALID.

I HAVE BEEN CORRESPONDING WITH YOU FOR MORE THAN A MONTH AND YOU
CANNOT GIVE ONE STRAIGHT ANSWER!

LOOK AT THE MAIL TRAIL BELOW- DOES IT LOOK LIKE MY COMPLAINT HAS BEEN
ADDRESSED??

ANSWER THE FOLL QUESTIONS IN PLAIN ENGLISH:

1. HAVE 360 HOURS BEEN CREDITED TO MY ACCOUNT?

2. WHAT WAS THE ORIGINAL EXPIRY DATE OF MY ACCOUNT PLAN?

3. START DATE AND END DATE OF EXTENDED VALIDITY PERIOD.


On Tue, Aug 24, 2010 at 8:49 PM, customerservice
<customerservice@tatacommunications.com> wrote:

Dear Customer,

This is with reference to your request number 12760356

We sincerely thank you for taking time to give us your


valuable feedback.

Your request has been addressed. We have been trying to


contact you on the numbers available with us to confirm the
resolution.

Do let us know if there is anything else we could do to add


value to your interaction with us. We assure you that the
same will be used to improve our services

We hope to bring you the best at all times and looking


forward to long term association with you.

For any further assistance, please feel free to contact


Customer
Service http://www.tataindicombroadband.com/contactu
s.html (the link contains the location wise contact
numbers) or mail us
on customerservice@tatacommunications.com.

Warm Regards,

Customer Care,

TATA Indicom Broadband.

---------- Forwarded message ----------


From: customerservice <customerservice@tatacommunications.com>
Date: Mon, Aug 23, 2010 at 3:46 PM
Subject: FW: FW: FW: FW: TATA INDICOM BROADBAND
To: vgirotra@gmail.com

Dear Mr. Vivek,

We regret the inconvenience caused to you.

We would like to inform you that your concern regarding downtime credit has been forwarded to
our team with complaint number

12760356. Our concern team is working on this issue on high priority basis. We will get back to
you with the feedback at the earliest..

Looking forward for your co-operation and support to serve you better
For any further assistance, please feel free to contact our Customer Service in your city, for
details of the contact number please visit www.tataindicombraodband.in or write to us
on customerservice@tatacommunications.com.

Warm Regards,

Ghouse,
Customer Service Team
Tata Indicom Broadband 2.0

From: Vivek Girotra [mailto:vgirotra@gmail.com]


Sent: Sunday, August 22, 2010 9:12 PM
To: Customer Service (Retail-India)
Cc: Rohit Singh (R&R); Ravindran Subramanian
Subject: Re: FW: FW: FW: TATA INDICOM BROADBAND

I got a call from your service team yesterday. The person at the other end told me that I had 360
hrs of downtime credit and that was equal to 10 days. I asked her how 360 hrs is equal to 10 days
as 360/24 = 15 days.

She replied saying since my current plan was for Rs 36 / day, I had 360/36 = 10 days credit.

How can you divide no of hours by rupees!! I am seriously appalled that a representative from a
TATA company calls me up and talks such nonsense.

Further, I asked as to when to downtime credit was given. The person replied that it has been
given since 18th Aug which is completely false as I renewed my account on 17th. At this point,
your representative was completely flummoxed and said that they will call back, which of course
they never did.

I want a resolution to this problem by tomorrow EOD, failing which I have a good mind to go to the
consumer court.

Enough is enough.

Vivek.

On Sun, Aug 22, 2010 at 11:15 AM, customerservice


<customerservice@tatacommunications.com> wrote:

Dear Customer,

We regret the inconvenience cause to you.

We would like to inform you that your concern regarding validity extension has been forwarded to
our team with complaint number 12760356 . Our team are working on your issue on high priority
basis. We will get back to you with the feedback at the earliest.

We need your support during this period which enables us to serve you better.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team,
Tata Indicom Broadband 2.0
From: Vivek Girotra [mailto:vgirotra@gmail.com]
Sent: Friday, August 20, 2010 10:23 PM
To: Customer Service (Retail-India)
Cc: Rohit Singh (R&R)
Subject: Re: FW: FW: TATA INDICOM BROADBAND

PLS EXPLAIN IN PLAIN ENGLISH WHAT THE CHART MEANS.

HAVE 630 HOURS/MINUTES/SECONDS BEEN CREDITED TO MY ACCOUNT?

I WANT TO KNOW THE FOLLOWING:

1. WHAT WAS THE ORIGINAL EXPIRY DATE OF MY ACCOUNT PLAN?

2. START DATE AND END DATE OF EXTENDED VALIDITY PERIOD.

On Fri, Aug 20, 2010 at 10:03 AM, customerservice


<customerservice@tatacommunications.com> wrote:

Dear Customer,

We understand the inconvenience caused to you and we regret for the same.
We have been trying to call you on 9892086766 on dated on 19-August-2010 to understand the
complaint given by you.

Since we were unable to contact you, hence with regards to your mail, we would like to inform you
that we have verified our records and found that we have already credited the validity extension
as per our validity of extension policy for the non connection days.

Kindly see the below account details for the same.

07/30/2010 CREDIT 0 630 ADJUSTMENT FOR DOWNTIME CREDIT

Thank you for your time and patience.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team,
Tata Indicom Broadband 2.0

From: Vivek Girotra [mailto:vgirotra@gmail.com]

Sent: Thursday, August 19, 2010 3:52 PM

To: Customer Service (Retail-India)

Cc: Rohit Singh (R&R)


Subject: Re: FW: TATA INDICOM BROADBAND

I ALREADY KNOW YOUR POLICY. YOU HAVE SENT ME THAT INNUMERABLE TIMES.

PLS REFER THE MAIL TRAIL I HAVE FORWARDED EARLIER.

IT SAYS THAT 360 HRS OF EXTENSION HAVE TO BE GIVEN.

PLS CONFIRM IF THAT HAS BEEN GIVEN OR NOT.

On Thu, Aug 19, 2010 at 3:03 PM, customerservice


<customerservice@tatacommunications.com> wrote:

Dear Mr. Vivek,

We understand the inconvenience caused to you and we regret for the same.

With regards to your mail, Kindly be informed that the system performs the following checks
based on the SR type captured in the Remedy table:-

1. The difference in the time complain was raised (logged into the Remedy table) and the time
when the technical team resolves the issue is calculated.

2. As per the new validity extension Policy if the usage is less than 2 Min & the connection
should be down till 3 Days then the validity extension will be given to you automatically. If you
need any further assistance kindly revert back to us.

So based on your complaint/complaints registered with us, you will be given validity extension, if
you are eligible for and the same will be updating your account.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com
Warm Regards,

Abdul Qadeer,

Customer Service Team

Tata Indicom Broadband 2.0

From: Vivek Girotra [mailto:vgirotra@gmail.com]


Sent: Wednesday, August 18, 2010 3:56 PM
To: Rohit Singh (R&R); Customer Service (Retail-India)
Cc: vgirotra@vsnl.net
Subject: Re: TATA INDICOM BROADBAND

Pls refer the attached mail trail. My connection was dead for 13 days and I was promised that
extension would be given.

The below mail states 360 hrs of extension have been given.

Where is the validity extension??

---------- Forwarded message ----------


From: customerservice <customerservice@tatacommunications.com>
Date: Mon, Aug 2, 2010 at 11:47 AM
Subject: FW: FW: FW: W: FW: Complaint unattended since 4 days
To: vgirotra@gmail.com
Dear Mr. Vivek,

We understand the inconvenience caused to you and we regret for the same.

With regards to your mail, we would like to inform you that please refer the below statement for
your further clarification regarding the down time credit.

We hope the above information satisfies your query.

You can also reach us at 1800 209 7070 toll free number

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Abdul Qadeer,

Customer Service Team

Tata Indicom Broadband 2.0


From: Vivek Girotra [mailto:vgirotra@gmail.com]
Sent: Monday, August 02, 2010 1:43 AM

To: Customer Service (Retail-India)

Subject: Re: FW: FW: W: FW: Complaint unattended since 4 days

1. MY NUMBER IS 9892086766 AND I HAVE INFORMED THE HELPLINE EVERYTIME I HAVE


CALLED ABOUT THAT SO I DON'T KNOW WHY YOU ARE TRYING TO CALL ME ON MY
LANDLINE.

2. AS PER YOUR STATEMENT

As per the new validity extension Policy if the usage is less than 2 Min & the connection should be
down till 3 Days then the validity extension will be given to you automatically. If you need any
further assistance kindly revert back to us.

So based on your complaint/complaints registered with us, you will be given validity extension, if
you are eligible for and the same will be updating your account.

YOU ARE THE 'CUSTOMER SERVICE' SO WHY DON'T YOU SERVICE YOUR CUSTOMER
FOR A CHANGE INSTEAD OF CITING COMPANY POLICY IN EVERY GODDAMN EMAIL?
CHECK MY ACCOUNT DETAILS AND TELL ME IF 13 DAYS HAVE BEEN CREDITED TO MY
ACCOUNT OR NOT? HOW DIFFICULT IS THAT?

On Sun, Aug 1, 2010 at 5:38 PM, customerservice <customerservice@tatacommunications.com>


wrote:

Dear Mr. Vivek,


We understand the inconvenience caused to you and we regret for the same.

We have been trying to call you on 2225569513 on dated on 31- July-2010 to understand the
complaint given by you.

Since we were unable to contact you, with regards to your mail, Kindly be informed that the
system performs the following checks based on the SR type captured in the Remedy table:-

1. The difference in the time complain was raised (logged into the Remedy table) and the time
when the technical team resolves the issue is calculated.

2. As per the new validity extension Policy if the usage is less than 2 Min & the connection
should be down till 3 Days then the validity extension will be given to you automatically. If you
need any further assistance kindly revert back to us.

So based on your complaint/complaints registered with us, you will be given validity extension, if
you are eligible for and the same will be updating your account.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team
Tata Indicom Broadband 2.0
From: Vivek Girotra [mailto:vgirotra@gmail.com]
Sent: Saturday, July 31, 2010 2:39 PM

To: Customer Service (Retail-India)

Subject: Re: FW: W: FW: Complaint unattended since 4 days

I do not understand what you mean by this statement:

As per the new validity extension Policy if the usage is less than 2 Min & the connection should be
down till 3 Days then the validity extension can be given to you automatically. If you need any
further assistance kindly revert back to us.

WHAT DO YOU MEAN BY 'CAN BE GIVEN AUTOMATICALLY'' ? CAN BE GIVEN BY WHOM?

JUST TELL ME ARE U EXTENDING THE VALIDITY OF MY ACCOUNT BY 13 DAYS OR NOT?

On Fri, Jul 30, 2010 at 9:25 PM, customerservice <customerservice@tatacommunications.com>


wrote:

Dear Mr. Vivek,

We understand the inconvenience caused to you and we regret for the same.

We have been trying to call you on 2225569513 on dated on 30- July-2010 to understand the
complaint given by you.

Since we were unable to contact you, hence as per your mails we would like to inform you that
connectivity issue has been resolved as per the resolution of the complaint number 12639570.
However we would like to request you to if you have any concern kindly revert us to do needful.

However with reference to your mail, as we would like to inform you that As per the new validity
extension Policy if the usage is less than 2 Min & the connection should be down till 3 Days then
the validity extension can be given to you automatically. If you need any further assistance kindly
revert back to us.

Thank you for your time and patience.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,
Customer Service Team
Tata Indicom Broadband 2.0

From: Vivek Girotra [mailto:vgirotra@gmail.com]


Sent: Friday, July 30, 2010 3:46 PM

To: Customer Service (Retail-India)

Subject: Re: W: FW: Complaint unattended since 4 days

Hi

After a duration of 10 days, my connection was repaired on Wednesday and again yesterday it
stopped working.
The local engineer called me today afternoon to say that the problem is fixed but I am not able to
verify it as I am in office.

Pls let me know how you plan to compensate me for this exasperating problem and the undue
delay of 13 days.
Since my account is a prepaid account, it is only fair that you add 13 days validity to my account.

Pls let me know when this is done.

Vivek.

On Tue, Jul 27, 2010 at 10:29 AM, customerservice


<customerservice@tatacommunications.com> wrote:

Dear Mr. Vivek,

We regret for the inconvenience caused to you - with regard to the various instances stated by
you in your mail - all of which lead you to believe that services provided by us are to the contrary
of what your expectations were.

We appreciate your concern in providing us your views on our service which is a valuable input
for us to improvise on the way we function.

It is our constant endeavor to serve our customers to their satisfaction. With all the credibility that
every Tata product offers we can assure you, our best inputs to keep up with your expectations.

With reference to your mail we would like to inform you that your concern regarding connectivity
has been forwarded to our team. Our executives are working on your issue on high priority basis.
We will get back to you with the feedback at the earliest.

We need your valuable support during this period.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,
Abdul Qadeer,

Customer Service Team

Tata Indicom Broadband 2.0

From: Vivek Girotra [mailto:vgirotra@gmail.com]


Sent: Tuesday, July 27, 2010 2:08 AM
To: Customer Service (Retail-India)
Subject: Re: FW: FW: FW: Complaint unattended since 4 days

I have received no missed call from your end.

Further, I do not understand why you have to call ME to understand the complaint when you have
your own service centres to get all the information you need.

MY CONNECTION IS DEAD SINCE LAST MONDAY AND THIS IS DUE TO SOME POWER
FAILURE AT THE CONTROL CENTRE SO DON'T TELL ME TO SWITCH MY ROUTER ON
AND OFF. FIX THIS PROBLEM ASAP OR I AM GOING TO DRAG TATA INDICOM
BROADBAND TO THE CONSUMER COURT!!!

Vivek.

On Mon, Jul 26, 2010 at 1:25 PM, customerservice <customerservice@tatacommunications.com>


wrote:

Dear Mr. Vivek,


We understand the inconvenience caused to you and we regret for the same.

We have been trying to call you on 9892086766 on dated on 26th July 2010 to understand the
complaint given by you.

We are unable to contact you we would like to inform you that your concern regarding connectivity
with complaint number 12580120 has been forwarded to our team. Our executives are working on
your issue on high priority basis. We will get back to you with the feedback at the earliest.

As we would like to inform you that as per the new Down time credit Policy if the usage is less
than 2 Min & the connection should be down till 3 Days then the Down time credit Can be given to
you automatically

In case you are unable to browse, please try the following

? Switch off the router

? Unplug the router connection

? Check for physical connectivity (i.e. Loose connection in cables/cable cut)

? Replug the router connection.

? Put the router in line mode

? Check if all the Lights are stable.

? Try connecting it.

We need your valuable support during this period.

For any further assistance, please feel free to contact Customer Service in your city for details of
the contact number please visit http://www.tataindicombroadband.in/contactus.html or write us
on customerservice@tatacommunications.com.
Warm Regards,

Anusha,

Customer Service Team,

Tata Indicom Broadband 2.0.

From: Vivek Girotra [mailto:vgirotra@gmail.com]


Sent: Monday, July 26, 2010 2:23 AM

To: Customer Service (Retail-India)

Subject: Re: FW: FW: Complaint unattended since 4 days

ARE YOU EVEN READING MY EMAILS??? ONE WEEK NOW AND STILL NO RESOLUTION
YET!

STOP SENDING ME TEMPLATE REPLIES AND ANSWER THE 4 QUESTIONS BELOW:

1. What is the issue that is holding up resolution of the problem?

2. Why has no one bothered to call me and update me in 7 days inspite of 4 calls to the helpline
and 2 emailS to you?

3. Commit a date and time by which the problem will be resolved.

4. Let me know how you are going to compensate me for this immense waste of my time and
money.
On Sat, Jul 24, 2010 at 8:17 PM, customerservice <customerservice@tatacommunications.com>
wrote:

Dear Mr. Vivek,

We regret the inconvenience caused to you.

We would like to emphasize on the fact that you are a valuable customer to us and request you to
grant us an opportunity to serve you better. It is our constant endeavor to serve our customers to
their satisfaction.

We would like to inform you that your concern regarding connectivity has been forwarded to our
team with complaint number 12580120. Our executives are working on your issue on high priority
basis. We will get back to you with the feedback at the earliest.

Assuring you of our best services all the times.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com

Warm Regards,

Nimai,

Customer Service Team


Tata Indicom Broadband 2.0
From: Vivek Girotra [mailto:vgirotra@gmail.com]

Sent: Saturday, July 24, 2010 5:14 PM

To: Customer Service (Retail-India)

Subject: Re: FW: Complaint unattended since 4 days

My connection is still not up.

I want you to tell me the following:

1. What is the issue that is holding up resolution of the problem?

2. Why has no one bothered to call me and update me in almost 6 days inspite of 4 calls to the
helpline and an email to you?

3. Commit a date and time by which the problem will be resolved.

4. Let me know how you are going to compensate me for this immense waste of my time and
money.

Just answer the above four questions. I already know how 'valuable' a customer I am and that you
working on my problem on a 'high priority basis'.

Vivek.

On Fri, Jul 23, 2010 at 10:39 AM, customerservice <customerservice@tatacommunications.com>


wrote:
Dear Mr. Vivek.,

We understand the inconvenience caused to you and we regret for the same.

We would like to inform you that your concern regarding connectivity has been forwarded to the
team with complaint number 12580120. Our executives are working on your issue on high priority
basis. We will get back to you with the feedback at the earliest.

We need your support during this period which enables us to serve you better.

For any further assistance, please feel free to contact our customer service in your city, for details
of the contact number please visit www.tataindicombroadband.in or write to us
on customerservice@tatacommunications.com.

Warm Regards,

Abdul Qadeer,

Customer Service Team

Tata Indicom Broadband 2.0


From: Vivek Girotra [mailto:vgirotra@gmail.com]
Sent: Thursday, July 22, 2010 6:42 PM
To: Customer Service (Retail-India)
Subject: Complaint unattended since 4 days

Hello

I am a Tata Indicom Broadband user from Mumbai and my id is vgirotra@vsnl.net.

My connection has not been working since Mon and I have registered a complaint on Mon night,
Tue night and Wed night to no avail.

In the last three days, I have not received any email/call from the TATA service centre nor any
update on what is the status of my problem. Everytime I call the call centre, they give me an
assurance that my problem will be resolved in '24 hours' and that the engineers are already
working on the problem.

The last few days have been really frustrating and annoying as I feel like I'm banging my head on
a wall by talking to Tata Customer service.

This kind of response is unacceptable and I demand an immediate resolution to my problem.

Pls get my connection working asap and I also want an apology from the local service team for
this irreponsible behaviour.

Vivek.

--
--------------------------------------------------
Vivek Girotra
Tel: 91-9892086766
Email: vgirotra@gmail.com

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