I’m writing this email out of pure disappointment and frustration as i would like to say that the experience I had with your customer service is disgusting and cant be called as to the standards.To make a long story short.
I was proivded the VSNL broadband Hight speed with 256 kbs 500 MB user id rahulrgaikwad service as a complimentary trial for a month as at my place Sify internet is having the monopoly.So my surpirse the I found that Tata broad band was having a good speed and good features which i admit compared to “Sify”.As far as sify is concern they it is not a true high speed as the speed is low as per there advertisement.Anyways the Internet was setup and I enjoyed to be Tata broadband user for a month then in the month of April my account expired and I had to renew it.So i went forward using the Online renewal option rather than traditional Phone support.To my suprised I was using my HSBC credit card for the same.In the process my HSBC credit card was charged and the transaction finally completed after trying multiple times.I was provided the Pin and code no I tried to renew the account but it was not accepting the codes.So I called up customer service after a long 8 mi
nutes on hold finally reached a Agent SriRam who told me that it would take sometime and fianlly after waiting for 30 minutes it was activated.I was happy.
Then on 12 April 2006 I was checking my HSBC Account for my Credit card and to my suprised I was charged twice for renewal while using the internet renewal system but the transaction that was shown completed was one the other one was showing the status as order no”891003 2006-04-04 Surf 500 CC Pending(No info from Bank)”.I immediately called up customer service and to my suprised the gentleman told me that the “Money is not with then but with citbank which was the transcation bank and I have to called them to get my money back.”I told him that I can see my credit card online statement and it was showing me “Videsh Sanchar Nigam LTD Mumbai” after much debate he finally consulted is supervisor and logged a complaint for the amount to be credited back to my hsbc account Complaint no 36194851 dated 12/4/2006 and was told that I would get a call within 72 hours regarding the refund status and which I did got a call from a person saying that the amount was being cred
ited to my account and the request was forwarded from the finance dept to my HSBC bank.I check the account for days to come still no amount was credited.In the mean while my account expired again and this time I renew the account again online hoping that I wont be charged twice and finally a pin and code no was generated but in the process of taking a note of the information the page expired and I was again left in the hand of your customer service.I gave a called in the earlier morning stating that during the renewal process the pin and code could not be taken and so required assistance,he on the contrary verifying the customer information told me that he would be needing my Order no for the transaction done by the bank this time it was my AMB Amro credit card and also said that the account will be active automatically.So i decided to wait until afternoon I rechecked my account but still no activation was done.So before calling Customer service i called my ABN Ambro credit c
ard to get my order no and then called your Customer service.This time i was on hold for 8 good minutes and was attended by a Agent “Krishna I told him the issue he verified the information and informed me that the Account was active but I told him that I was unable to login to my account and I think I might have used a wrong password so request him to provided me with a new one.He again verified my customer information and asked me my secret question,I told him that if I was able to remember my secret question I would be able to login to my account which I m not so again requested him to provide me anew one to which the Agent started Arguing with me saying that he would not be able to provide me a new password without my secret question I told him that I had this issue earlier about the password typed incorrectly and so I called customer service that they provided my a new one after just customer verfication but did not ask my secret question.The agent insisted making me mor
e frustrated,then I told him to give me a supervisor he told me that his supervisor was on call and I would take some time.I ask what was the time frame that we are looking he told me that he cannot tell that and I have to wait,as I was not having any options I told him it was fine and i was ready to wait,I was on hold for 12 minutes,the hold was taken for a quick 1 second to check that whether I was still on line but found that i was still on line so again was put onhold.Then on the 14 minute the “ALL WAS RELEASED”.This was poor customer service i was dissatisfied customer if the agent was compitent to handle the issue why is company like Tata hiring people like “rishna” who are rude dont know hold procedures,like of softskills and overall dont have the courtesy to give me a supervisor if he cannot handle the issue.Then i called again as I was not having any option was onhold again for 8 minutes and finally the call was answered by “AMIT” who verified the information and get
ting the issue gave me a new password.I asked him about the earlier call as who answered my call he gave me the name AS “Krishna” asked about the interaction no he was reluctant to give me the no but after much hesitation he finally gave me the no as 251327920 13.24 pm.Finally i was able to use the internet,but the experience I had was bad.Still my refund issue is pending with you and each time I’m given a new complaint no 36194851/37088703/37661851/37660597.
Finally I would like to sujest that a company like Tata should try to make the Customer Experience better and pleasant I sure do understand It is not always possible to solve customers problem at the very same time as somethings take time but atleast a followup should be given might be with emails for phone so that the customer is left in between and have to call again and again and put on hold for a long time.If one person is not able to understand and handle a call please give supervisor and dont release the call and I hope that the calls are recorded for Quality as company like TATA is known for its Quality so keep it up and dont lose on “Customer Experience” as that parameter will lose customers which make a company.I hope you wont ignore this as a usual email call me and let me know about the status of the refund,else i would have to take a harder approach.
