mgdelhi 192 Report post Posted July 11, 2006 Hi I have been using Tata Indicom Broadband since November, 2004. That time I had paid Rs.3755/- (2755/- installation & 1000/- security deposit). I have been facing all sort of problems since then. From January to April this year, at night, some competitor used to cut the cable and it took 3-4 days to fix it and on the same night, the wire was cut again resulting to no link. Then it worked fine for a month and half, and now since 12-JUNE-2006. The Connection is permanently dead. If someone tries to call their customer care, he should be prepared to wait at least for 45 minutes (Try it to believe it by dialing 66500121, at least in Delhi) and whenever I managed to, I was assured that connection will be restored by the evening. Some of the times, their website is also down but situation is not that bad, I managed to register the complaint through the net. The details of the complaints are: Complaint No. Date 23594 13/06/2006 30092 14/06/2006 31248 15/06/2006 35166 16/06/2006 41822 17/06/2006 42630 18/06/2006 48108 19/06/2006 49244 20/06/2006 53348 21/06/2006 60452 23/06/2006 64142 24/06/2006 67892 25/06/2006 70858 26/06/2006 76436 27/06/2006 78170 28/06/2006 82208 29/06/2006 85096 30/06/2006 88300 01/07/2006 92190 02/07/2006 98668 03/07/2006 99648 04/07/2006 109006 05/07/2006 109872 06/07/2006 119760 07/07/2006 123158 08/07/2006 124608 09/07/2006 131092 10/07/2006 140290 11/07/2006 If they have decided to discontinue, they should inform me at least and they should refund my full amount including installation because I am not backing out but they are discontinuing. SECOND CASE, a friend of mine wanted to buy a VSNL dial up account. He had no credit card so he asked me to do him a favor and buy a 100 hours pack (Rs.898/-) online. I bought the account on 24/06/2006. My credit card was immediately charged which I checked through online banking. I got an email from VSNL : “You will receive, consequent to this confirmation, the Serial Number and PIN for registration by email, and the pack by courier. On receiving the same, you will need to register your account on the VSNL registration website http://signup.vsnl.com The following are the details of your transaction : Date of Registration : Sat, Jun 24, '06 Account Type : Connect 100 Amount : Rs.898.00 Applicant Email-ID : m_g@vsnl.com VSNL Order Number : 971990 Payment Mode : Credit Card Bank Ref. Number : 971990” But I never got any detail to register the pack. I tried to call the customer care but as usual after waiting for hours I managed to speak to an executive on 29th June, 2006 who confirmed that they have received the payment and she will forward the complaint to concerned department and my complaint will be solved in 3 days time. She gave a complaint number 42574629. But nobody bothered to sort it out and after that I could not spare more than half an hour in a single call to try to speak to customer care. Now my friend is after me calling daily and asking about his account. Now, one can imagine, what is going on with TATA Indicom. Are they planning to shut their shop or what? Please help. Regards Mukesh Goel User id for broadband: accord1@eth.net Email & Dial up id: m_g@vsnl.com Phone: 98-734-90000 Rohini, Delhi Share this post Link to post Share on other sites
Arun 795 Report post Posted July 11, 2006 whoa, thats a lot of complaints that you have sent them ! and I don't think they are going to close down ! they are even planning to deploy WiMax in India in the near future ! From what you have posted, it appears that you have made complaints only through their website and over phone. I never had any success with their Customer Care number whenever I had problems with my TATA Indicom Broadband connection. The Customer Care numbers are routed to their Call Center in Hyderabad, which isn't very effective in clearing complaints. There should be a local VSNL office in your city, and you should approach them to clear your issues. Keep their local office number too, so that you can contact them when connection issues occur. But the problem is that Customer Care may not give you the contact details of your local VSNL office, so you will have to find out the local VSNL office address somehow. Share this post Link to post Share on other sites
mgdelhi 192 Report post Posted July 12, 2006 Thanx ! I have tried all the suggestions you have given. I have the numbers of the service franchinse for my area and I have called him up several times but he also says that the problem is from back-end and he is also following it up. But nothing has been done so far..its been exactly a month...12-june-06 to 12-07-06. Share this post Link to post Share on other sites
vmsanghrajka 0 Report post Posted July 12, 2006 File a consumer complain against TATA..Frankly TATA is know for its poor quality and inability to face competetion. Legally speaking, u can also take action against people (competetior) who cut ur cables. Simply, file a police complain and it will stop happening or catch them red-handed. As for tata, file a consumer complain. Just go to http://india.gov.in/ and search there. Though I am not sure, but you can file complain. Cheers!! Share this post Link to post Share on other sites
tanveer 59 Report post Posted July 12, 2006 Is it so? I just applied for a tata indicom connection couple of days ago. Everytime I get the message on customer care that the wait time is more than 12 minutes please call later. I will stop payment on the check and tri for MTNL triband Share this post Link to post Share on other sites
abhay 0 Report post Posted July 12, 2006 Hi............ ......... ...... Mukesh Goel User id for broadband: accord1@eth.net Email & Dial up id: m_g@vsnl.com Phone: 98-734-90000 Rohini, Delhi hehe u should try MTNL broadband then !! ull be surprised Share this post Link to post Share on other sites
linuxguy 0 Report post Posted July 12, 2006 dear, you have a lot of patience. now, try and meet the higher ups and kick their asses. create a scene in their office. threaten them that you will go to the consumer court. dont wait for more than 5 days for your resolution. try contacting pehredaar ( TV Show on Awaaz channel ). They will do all that for you. last resort should be teh consumer court... Share this post Link to post Share on other sites
tanveer 59 Report post Posted July 12, 2006 By the way which area of delhi do you live in? Share this post Link to post Share on other sites
tanveer 59 Report post Posted July 21, 2006 I had applied for a Tata Indicom connection about 10 days back. I had given them a cheque for the same. Thus far I have not received much of a response from them, despite repeated calls and emails. Will there be a problem if I stop payment on the cheque and call them and tell them I don’t want their connection? I mean is it binding on me for their checque to be honored? Share this post Link to post Share on other sites
abhay 0 Report post Posted July 21, 2006 (edited) just to be on the safer side !! its better to take in writing from them that "we are dis-honoring the cheque because they could'nt provide us services in time" Edited July 21, 2006 by abhay Share this post Link to post Share on other sites
tanveer 59 Report post Posted July 21, 2006 Its so f***king difficult to contact their customer care, and you talk of getting something in writing. Dont think that would be possible. Share this post Link to post Share on other sites
anujit 0 Report post Posted July 21, 2006 I agree with you. Their customer service is pathetic!!! Total bogus and undermines the Tata name!!! I have been forced to take them because Airtel (though cheaper) didn't support my area in Bangalore. Initially their service ****ed - poor speeds and frequent downtime - till a point where I didnt have any connectivity for a week!!! Finally after many many calls to them (after every call they called me back at work and told me the problem was fixed, however when I went home and checked I found the same problem) they realised the problem was with a local connection point near my house and fixed it. Since then the speed has been great. Then last month I asked to upgrade my service from 128 to 256 kbps. They told me it would take 3 days. A week and several followups later they told me that it would take a month to change my plan!!! Finally they've change my plan. But only on paper..... I still have a 128 kbps connection. Which is really ridiculous. On one page of my account settings it shows that I'm on the 256kbps on the settings page it shows my connection as a 128 kbps connection. So more calls to them and more followups... lets see when I get an actually 256 connection. Share this post Link to post Share on other sites
Arun 795 Report post Posted July 21, 2006 well, they do recommend 10 days for installation (yes, they are very lazy) and in my case they said 14 days, but they installed it around the 7th day or so. The big problem with them is that their Sales team and Technical team do not have any sort of co-ordination. Are you calling their Sales team or Technical team ? For installtion, contacting the Sales guy would prove worthy. E-mailing or calling their outsourced customer care for installation won't work at all. Share this post Link to post Share on other sites
tanveer 59 Report post Posted July 22, 2006 I am calling the customer care number here in delhi. Can I stop payment on my checque? Is it legal? Share this post Link to post Share on other sites
abhay 0 Report post Posted July 22, 2006 (edited) wait for 3 -4 days !! then make a stop payment!! NORMALLY nothing happens ** PN :- if you go technically then by law you can get into problems BUT generally nothing will happen ** I'm telling you to wait for 3- 4 days more because lets face it WE are @ the mercy of these ****y ISP'S now a days!! if not TATA then who !! all are the same!! Edited July 22, 2006 by abhay Share this post Link to post Share on other sites
mgdelhi 192 Report post Posted July 22, 2006 BTW, my link has still not been restored. I somehow managed to contact to their customer care executive on 18-July-2006 and requested him close my account and refund my money but he did not register a request of that. Instead, he kept on saying that it will be solved by evening. Complaint No. Date 23594 13/06/2006 30092 14/06/2006 31248 15/06/2006 35166 16/06/2006 41822 17/06/2006 42630 18/06/2006 48108 19/06/2006 49244 20/06/2006 53348 21/06/2006 60452 23/06/2006 64142 24/06/2006 67892 25/06/2006 70858 26/06/2006 76436 27/06/2006 78170 28/06/2006 82208 29/06/2006 85096 30/06/2006 88300 01/07/2006 92190 02/07/2006 98668 03/07/2006 99648 04/07/2006 109006 05/07/2006 109872 06/07/2006 119760 07/07/2006 123158 08/07/2006 124608 09/07/2006 131092 10/07/2006 140290 11/07/2006 141530 12/07/2006 147732 13/07/2006 155258 14/07/2006 161532 15/07/2006 166922 16/07/2006 170366 17/07/2006 180224 18/07/2006 187188 19/07/2006 194264 20/07/2006 200916 21/07/2006 205082 22/07/2006 I applied for MTNL 12 days ago (Airtel is not in my area - Rohini, Delhi) and I was assured that I'll get the connection in a week, but nothing so far. So guys, we are at mercy of these ISPs. Share this post Link to post Share on other sites
tanveer 59 Report post Posted July 22, 2006 I too am facing the same. Called TATA to cancel my connection request and refund my cheque(thinking that it had not been debited) I thought i would apply for a MTNL today, I went to the bank and found that the tata cheque had been debited. Came back and called them, he said they had not registered any request of refund! God save me from these ISP s. Now I feel Sify was way better. Share this post Link to post Share on other sites
anujit 0 Report post Posted July 22, 2006 Tanveer: Cancelling a cheque is never a good idea, since the bank will levy charges on you and it is an criminal offense. I would suggest to you and Mukesh that you write to someone senior at VSNL. Usually it takes a kick in the *** from someone at the top to get things done. Share this post Link to post Share on other sites
Arun 795 Report post Posted October 9, 2006 TRAI recently formulated some benchmarks for broadband providers to stick with. The consumer has the right to complain to TRAI if the providers fail to meet them, and get refund as prescribed by TRAI. In cases where the broadband connection was not provided within 15 working days even after payment of installation charges and security deposit, a credit at the rate of Rs.10 per day, subject to a maximum of installation charge or equivalent usage allowance, shall be given to the customer at the time of issue of the first bill. Also, customers, whose fault complaints remain pending for more than three days but less than seven working days, will be given a rebate equivalent to seven working days of minimum monthly charge or corresponding usage allowance. And for those whose complaints will be pending for more than seven business days and less than 15 working days, reimbursement of 15 days of minimum monthly charge or equivalent usage allowance will be made. Complaints taken on phone will also be monitored in terms of percentages of calls answered by the operator. Operators should be able to take 60 percent of calls within 60 seconds and 80 percent within 90 seconds. In addition, the speed of the connection must immediately be over 80 per cent of the speed a subscriber is paying for, and ISPs are also not to run a "congested'' broadband network, without providing for additional broadband to help them meet the above criteria. Trai has decided that over 90 per cent of the customers of an ISP must be "satisfied" with the service over a quarter. In addition, more than 90 per cent of customers must also be satisfied with the billing and customer service quality provided. Any shortfalls on these criteria will make the ISP fall in Trai's quarterly rating of broadband services. Read more here Share this post Link to post Share on other sites
