Being a Malaysian, i thought our Streamyx broadband services are the worst internet service provider in the world. I realize how wrong was i after getting hooked up by the worse Broadband ISP in Bangalore. Reason why i say so?
This thing happen when i was not around at my place
#1. Terrible customer service
I wonder why are the IT giants are moving their helpdesk to India as there are many issues over here. One is they have the thick Indian accent. Secondly, they are good in IT but they don't have the initiative to solve the issues that customers wants.
I am not saying this to bring down the Indians as i myself is one but when it comes to speaking the matter of fact, i believe that we have to accept the cruel fact. On top of that, they really need to given a proper softskill training instead of giving the same bloody script for all the issue.
#2. The customer service don't know what are they doing
If you are an TATA INDICOM BROADBAND user who had tried to contact the customer care center help, here i am just like u, extremely irritated by their stupid questions. You wanna know how stupid is that? I give you a real scenario, I called them in the morning
ME: I cant connect to my net
CS: Have you plug in your net work cable
ME: yes
CS: Is the light blinking on the modem
ME: yes
CS: can you do as per guidance
ME: sure
CS: before that i wanna put u on hold and check on something
ME: sure
minutes goes on
CS: thanks for holding, ok can you open your network connection in control panel yada yada yada and 1 hour had gone
ME: It's still not working
CS: OK, i need to escalate to second level support so that they can assist you on this.
ME : thanks
2L:hi miss we received a complain saying that blah blah blah
me: yes
2L:is it cable connected....ur this and dat wrking?ok open ur control panel....
me: ur guys just checked that and why are you doing that again?
2L: because its for verification
me: verify wat?
2L: thats the process ma'am
me:(WTF)and the clock is ticking
after one hour plus doing the same shit the L2 will tell you that its some problem with the network itself and need to be escalated to the onsite support. And that will be the last they contact you.
After that, i need to send emails to the CS and they will reply that they will arrange the technical team to call me back. and guess what, the so call technical person are those bunch of monkeys who i contacted earlier and the same script and troubleshooting steps goes on.
With frustations, i tried to look for the escalation point so that the job can be done faster and i found the nodal point officers contact here. But all my effort that i put in to type a long email and explain what had happen from day one to the day they upgraded my account to wimax then they had changed my subscription plan without my consent and then when i asked them the customer service said they will refund the money back to my account which never happen till this moment and finally about the bad service.
If you visit, the contact us page , this is what you will read
#2. The customer service don't know what are they doing
If you are an TATA INDICOM BROADBAND user who had tried to contact the customer care center help, here i am just like u, extremely irritated by their stupid questions. You wanna know how stupid is that? I give you a real scenario, I called them in the morning
ME: I cant connect to my net
CS: Have you plug in your net work cable
ME: yes
CS: Is the light blinking on the modem
ME: yes
CS: can you do as per guidance
ME: sure
CS: before that i wanna put u on hold and check on something
ME: sure
minutes goes on
CS: thanks for holding, ok can you open your network connection in control panel yada yada yada and 1 hour had gone
ME: It's still not working
CS: OK, i need to escalate to second level support so that they can assist you on this.
ME : thanks
2L:hi miss we received a complain saying that blah blah blah
me: yes
2L:is it cable connected....ur this and dat wrking?ok open ur control panel....
me: ur guys just checked that and why are you doing that again?
2L: because its for verification
me: verify wat?
2L: thats the process ma'am
me:(WTF)and the clock is ticking
after one hour plus doing the same shit the L2 will tell you that its some problem with the network itself and need to be escalated to the onsite support. And that will be the last they contact you.
After that, i need to send emails to the CS and they will reply that they will arrange the technical team to call me back. and guess what, the so call technical person are those bunch of monkeys who i contacted earlier and the same script and troubleshooting steps goes on.
With frustations, i tried to look for the escalation point so that the job can be done faster and i found the nodal point officers contact here. But all my effort that i put in to type a long email and explain what had happen from day one to the day they upgraded my account to wimax then they had changed my subscription plan without my consent and then when i asked them the customer service said they will refund the money back to my account which never happen till this moment and finally about the bad service.
If you visit, the contact us page , this is what you will read
But the fcking nodal officer never even bothered to reply my email but the customer service never failed to send me emails and call me to ask for a renewal of my subscription. My god, how shameless can they be, cant even provide proper service but when to money, they are putting the tongue out like a dog and come beg for money.We strive to resolve customer complaints at first point of contact itself – whether it is via email or by getting in touch with the customer care centre. However, in case your query or complaint is not satisfactorily resolved then you can get in touch with our Nodal Officer in your region.
Damn tataindicom broadband personels may say that im purposely trying to do some mockery or trying to spoil their good reputation. If its so, im ready to produce all my evidence from my account balance that had been deducted eventhough i was not in town ( the CS told me that someone else would have break into the house to use the internet, can u imagine how stupid is that statement). I have all the proof with me with the emails and replies that i got from the dumb ass company. Now i challenge the nodal officers to act dumb again. I will make sure this blog post will be emailed to the tataindicom authority (although the possibility to get ignore is 99%). I thought not to write about it in my blog after seeing many complains lodge online. If you google tataindicom broadband, the 1st choice wont be their domain but the TataIndicomBroadband.com Complaints - Broadband not working site.
So can all of you imagine how shitty it can be?
5 comments:
haiya, malaysia pun 2 kali 5 oni la...just that the corruption and corrupted minded are more over there
Damn wei.... This is what we say asian ethics? Bullshits man...
Condolences for your hard times.. sigh..
hey! i used tata indicom before, share ur sentiments. they suck. try reliance or airtel. might be slightly better.
yes it truly sucks..Check out this email conversation that i had with their AWASOME support.They will read out same script over and over and over and over and over again.Same is the case with their telephone support.
**********************************************************************
Today i had a PLEASURE of speaking with one of the engineers from Tata broadband.That guy had absolutely no manners to talk.He had absolutely no knowlegde of this case and no dignified manner to handle an irrate customer.Rather than asking me when he could come to fix my connection, he was giving me an ultimatum whether i wanted my connection to be fixed or not. He is telling me that the engineers MIGHT have come over to my place to fix and insisted that i MAY not have been there, little did he know my family stays with me and nobody (field engineers) never came or CALLED during these 40 days.You can't even imagine the degree of disgust that i have for your support.
As i told you in my last email, don't bother to call me and keep my balance value as a gift from me to TATA durring this hour of recession.He truly needs this.
TEREFFIC SUPPORT I SHOULD SAY..KEEP IT UP.
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From: customerserviceq [mailto:customerservice@tatacommunications.com]
Sent: Tuesday, 07 April, 2009 10:11 AM
To: Rahul Chowdhary
Subject: FW: FW: Frequent Internet disruptions
Dear Customer,
We understand the inconvenience caused to you and we regret the same.
We have already registered a request on your behalf regarding the connectivity concern of your account. Our team will contact you to do the needful at the earliest.
Your complaint number is: 9376652
Thank you for your time and patience.
For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.com/contactus.html (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com. We will be delighted to assist you.
Warm Regards,
Avaneesh,
Complaint Management Team
TATA Communications Internet Services Ltd.
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From: Rahul Chowdhary []
Sent: Monday, April 06, 2009 6:46 PM
To: customer service
Subject: RE: FW: Frequent Internet disruptions
You guys have lost it.You people are so shameless that this is the third time you have opened and closed the tickets in this email thread without giving me a resolution and i have been without a connection for 36 days now.How disgusting can you people get.
If my cellphone was not reacheable which it never was (you guys have lied about this to me before), what was the urgency to close the ticket.YOU IDIOTS HAVE DONE THE SAME THING SO MAY TIMES AND THEN YOU TELL ME THAT YOU REGRET ABOUT THE INCONVENIENCE CAUSED.AM I TALKING TO MENTALLY CHALLANGED PEOPLE. Could you not have waited for day to close the ticket or tried again calling me tomorrow before closing it.
FIX MY CONNECTION OF REFUND MY MONEY. I WILL DRAG YOU PEOPLE TO THE COURT.YOU GUYS ARE SHAMELESS AND SO IS YOUR SUPPORT AND NO WONDER PEOPLE ARE SWITCHING TO OTHER INETRNET SUBSCRIBERS.IN THIS HOUR OF RECESSION THIS IS THE SUPPORT THAT YOU PROVIDE.KEEP THE MONEY AND TREAT THIS AS A GIFT FROM ME TO YOUR UGLY SUPPORT.
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From: customer service [mailto:customerservice@tatacommunications.com]
Sent: Monday, 06 April, 2009 6:07 PM
To: Rahul Chowdhary
Subject: FW: FW: Frequent Internet disruptions
Dear Customer,
We regret the inconvenience caused to you.
We have been trying to call you on 9372430294 dated 06-APR-2009 for connectivity.
Since we were unable to contact you we have registered a complaint on your behalf regarding the connectivity concern of your account. Our team will contact you to do the needful at the earliest.
Your complaint number is: 9376652.
Request you to kindly provide your alternate contact number and convenient time for us to for further assistance.
Assuring you of our best services at all times.
For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com. We will be delighted to assist you.
Warm Regards,
Mrudula.
Customer Service,
TATA Communications Internet Services Ltd
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From: Rahul Chowdhary []
Sent: Monday, April 06, 2009 2:46 PM
To: customerserice
Subject: RE: Frequent Internet disruptions
Has anything been done about it??
Please for Gods sake don't give me no or we are working on it as an answer.If you guys havent fixed it so far, i need a refund then.
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From: customerserice [mailto:customerservice@tatacommunications.com]
Sent: Tuesday, 31 March, 2009 10:13 AM
To: Rahul Chowdhary
Subject: FW: Frequent Internet disruptions
Dear Customer,
We take the opportunity to apologize for the inconvenience caused to you
We would like to inform you that your concern regarding connectivity with the complaint number 9245734 has been registered to the 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 support during this period which enables us to serve you better.
Thank you for your valuable time and patience.
For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com. We will be delighted to assist you
Warm Regards,
Sarala,
Customer Service,
TATA Communications Internet Services Ltd.
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From: Rahul Chowdhary []
Sent: Monday, March 30, 2009 6:01 PM
To: customer service
Subject: RE: Frequent Internet disruptions
TELL ME HOW MUCH TIME DO YOU NEED.I HAVE TO WAKE UP IN THE MIDDLE OF THE NIGHT AND RUSH TO THE OFFICE JUST BECAUSE MY STUPID INTERNET IS NOT WORKING.YOU GUYS ARE TESTING MY PATIENCE.
If you couldn't fix this in last one year, how the hell will you fix it now.Terminate the connection and refund me the balance amount AS I CANT LIVE WITH THIS ANYMORE.
Don't you guys understand?????????????????
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From: customer service [mailto:customerservice@tatacommunications.com]
Sent: Monday, 30 March, 2009 5:53 PM
To: Rahul Chowdhary
Subject: FW: Frequent Internet disruptions
Dear Mr. Rahul,
We sincerely apologize for 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.
We have already registered your concern regarding connectivity with complaint number 9245734. Our team is working on priority and the needful will be done at the earliest.
Your satisfaction is our greatest reward. We will strive to keep up with your expectations.
We ensure that we will take care of your connection in future. Hence for any further assistance kindly revert to us with your broadband ID.
For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com.
We will be delighted to assist you.
Warm Regards,
Vemalatha,
Customer Service,
TATA Communications Internet Services Ltd.
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From: Rahul Chowdhary []
Sent: Monday, March 30, 2009 3:09 PM
To: customer service
Subject: RE: Frequent Internet disruptions
I see still nothing has been done so far as its now been a month since i have been without a connection.I spoke with two supervisors last time Ambika and Abdul and they assured me that my connection will be fixed in a couple of days and its been a week since.
Now will you please terminate my connection and refund me the balance amount as promised by Abdul last time i spoke with him.Please understand i can't have this internet connection not working for too long.My superiors question me here.
Thanks,
Rahul
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From: customer service [mailto:customerservice@tatacommunications.com]
Sent: Tuesday, 24 March, 2009 5:25 PM
To: Rahul Chowdhary
Subject: FW: Frequent Internet disruptions
Dear Mr. Rahul,
We regret the inconvenience caused to you.
Please refer to the telephonic discussion you had with Mr. Kamalakar dated 24th-Mar-09.
We have registered a complaint on your behalf regarding the connectivity concern of your account. Our team will contact you at the earliest to do the needful.
Your complaint number is: 9245734.
Assuring you of our best services at all times.
For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com. We will be delighted to assist you.
Warm Regards,
Sarala,
Customer Service,
TATA Communications Internet Services Ltd.
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From: Rahul Chowdhary []
Sent: Tuesday, March 24, 2009 2:19 PM
To: customer service
Subject: RE: Frequent Internet disruptions
This is what the problem is "You have registered another complaint which means the old one has probably been closed once again".So if you guys dont know what the problem is then please terminate the connection and refund me the balance value so that i can switch to something else.I CANT GO WITHOUT INTERNET CONNECTION FOR TOO MANY DAYS.
Thanks,
Rahul
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From: customer service [mailto:customerservice@tatacommunications.com]
Sent: Monday, 23 March, 2009 8:24 PM
To: Rahul Chowdhary
Subject: FW: Frequent Internet disruptions
Dear Mr.Rahul,
Thank you for your valuable feedback.
We have been trying to call you on 9372430294 on 23-Mar-2009 to understand the complaint given by you.
Since we were unable to contact you we have registered a complaint on your behalf regarding the connectivity concern of your account. Our team will contact you to do the needful at the earliest.
Your complaint number is: 9245734.
Assuring you of our best services at all times.
For any further assistance, please feel free to contact Customer Service at http://www.tataindicombroadband.in/contactus.html (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com. We will be delighted to assist you.
Warm Regards,
Sandhya,
Customer Service,
TATA Communications Internet Service Limited
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From: Rahul Chowdhary []
Sent: Monday, March 23, 2009 3:01 PM
To: customerservice@tatacommunications.com
Subject: Frequent Internet disruptions
Hi,
I am tata broadband customer and have been using tata broadband for close to two years now or may be more.For past one year there have been frequent disruptions to my internet connection making it impossible to use my broadband connection.I have raised many complaints and almost talked to all the support reps that you have and many managers but unfortunately there hasn't been a solution.Some of them even know my name now which would give you an idea how frequently do i call them.
What is appaling is that even after repeatedly telling these support reps and their supervisors and managers to confirm with me whether or not my internet connection is working before closing the ticket, THEY DONT.This has been an ongoing process for a year and all i hear is the same script again and again that they are trained at which adds to the frustration.The only way i can make sure that the ticket is open is to call them everyday.Is this what to you expect from your customers?
I get these calls from 040- number which is believe is your quality department.First of all i dont understand why they call and secondly even after telling them that my internet is not working, the ticket is still closed after their feedback and what is abnoxious is, its mentioned in the ticket that "i told them that my internet connection is working which is why they closed the ticket".This is what one of your support reps told me very shamelessly the last time i called them.You thing i am lying, check the case history associated wih my account rahul.chowdhary@vsnl.net and check the logs in the last ticket they closed.
Your field engineers are no good either.They have absolutely no sense of troubleshooting and no sense of responsibility.What is highly disgusting is that they call up and take an appointment but never show up and because of this i had to skip my office couple of times.
I am extremely disgusted and dissatisfied with the your service now and i want it to be terminated and whatever account balance is left be refunded to me as soon as possible with the installation charges.What you have to understand is that i am a network admin and i cant afford to live without internet for months and by the way my internet has been down for over 23 days now.
Thanks,
Rahul
did you even mail this blog to them? if yes, that's good. or else, you have just wasted bloggin about it...
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