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Complaint Details


Posted bySrinath Gopalakrishna 
Organization / Product Details
Organization Name
Product/Service DescriptionBroadband service
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintUsability 
Complaint Rating9(in a scale of 1 to 10)
Name of the Company Employee 
Complaint Details

My broadband connection at home has not been working from 14th July 2007. I have called the same day and registered a complaint. I was told that the problem will be resolved within 10 working hours, but alas, even to this day, the connection is not up.
I call everyday and remind them of my problem. Every phone consultant that I speak to is very courteous but I do not see any results. I have been told umpteem times that they would call me back shortly to update me on the status, but none has called back till date.
I had believed that Tatas were a good customer focused organization, but I need to relook at this belief now.
I would think that Tatas would have some kind of an escalation system that would alert senior people once the problem is not resolved for a pre-set number of days; but experience is that such a system just does not exist or the senior folks at Tata Indicom are just a bunch of incompetent people or worse arrogant. 

Solution of your complaintThere must be an escalation procedure. If a customer does not get a agreed level of service, then there must be a way to escalate the problem to higher management. Tatas should stop hiding behind call centres and respond to client requests. I want tata technicians to check the cable connectivity and make sure that there is not problem both the server and at the PC end. A call from Tata Indicom would go a long way in assuaging my anger. 
Action1. Stop using Tata Indicom services 2. Actively spread word-of-mouth message about Tatas lack of profesionalism 3. Go to the consumer courts. 
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