I am a Tata Sky customer for a long time (4 years) and recently I kept seeing a few channels were not available. The message showed that I need to convert my set top box to MPEG4 to access these channels. They asked me to sms Y to 55663. I did so, and within a day the Tata Sky installation person came over on 25th Sep 13 and changed my set top box. Things were fine until suddenly on 28th Sep, all the channels on my connection disappeared and I keep getting an error message saying “This is not the right Tata Sky digicard for this set top box. Please call Tata Sky helpline for assistance on; 1860 425 6633, 020 66006633, 040 66006633, 0172 66006633.”
I called up on the first no. (which is not toll free by the way). It took me 10 minutes to explain my problem, since clearly the customer care executive was not very well trained in English. It took me a lot of time to understand what she said (her English was quite exotic, no grammar, no punctuation). Finally, she explained to me that it would take 12 hours to get this issue resolved. I asked her to connect me to a superior so that I could understand what the issue exactly is. I was told that her Manager would revert within 15 minutes. However, I did not receive any call that day.
Next day after coming back from office in the evening (24 hours after my last call), the same issue persisted. I called up the Installation engineer who had come to my home to install this set top box. He simply told me, “This is not my responsibility, please call customer care”. I requested him to have a look. So he said he will try. Before I could provide him any details whatsoever (I was not also calling from the Tata sky registered mobile no., just in case he wanted to search my account through it) he dropped the call. I tried to call him back and he deliberately cut the call.
I called up customer care once more and the same story continued. I have been assured that the issue will “surely get resolved” in the next 24 hours.
The kind of behaviour and lack of professionalism I experienced from the Tata Sky employees is simply appalling! Specially, because of the brand value that Tata carries. I am disappointed and disgusted with the kind of response and arrogance I have received. Surely, this needs to be sorted out.
There also seems to be a huge gap in the mechanism and framework in which Tata Sky functions. Why does it take so many manual interventions to update my profile? Surely, this can be automated. This is simply lackadaisical and unacceptable.
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This mail I have sent to tata sky.
Dear,
My Tata sky register Mobile no- 09820350632.
I am suffering due to your loose communication with your staff, poor service. My tata sky HD set top box is not working from 13th march ( from last 3 days) on same day 13th have registered complain for this. I have got message on 13th that your person will come by 6pm no one came even your company is not bother to call or message me that no one will come that day. Then 7pm I have called you & your person told me that technician not working after 7pm so we can’t do anything. Then he told me that I will get message for tomorrow visit. Same day in night I got message that your technician will come by 3pm. So I arrange everything. But suddenly that guy came in morning 11am. He replaced my another 2 small tata sky box & then checked that box which was not working. He found that adopter is not working, he has to replace it & he gave me answer ‘ We don’t have stock, whenever will get that time only will change’ I was not satisfy with this answer as I know Tata sky is having about more then 1lac connection in Mumbai but don’t have adopter in stock. Then I have checked this with your person on your given number. He told me same story, that stock not available. On 14th March this was happened
& your person told me that he will short out this issue in 24 hrs.
Nothing happen after 24hrs. Today when I called at your no that time also same reply. ‘ we don’t have adopter in stock’ after getting this answer I told your person that if you don’t have adopter in stock then replace this set up box & whatever charges for replace that I am ready to bare though it was your poor service I will be penalise. I don’t mind for that also but pls start my set up box today. This communication was around 12.41PM. Your person gave me reply that she will solve my problem today & she took my alternate number also & told me that will get call from Tata sky in 1 hour maximum. No one called.
Now even I am tired calling your company number as always I have to explain everything to different person.
This is my humble request, pls tell whether we have to suffer for this or you can solve our problem. Because for new connection we never have to wait this much time. I am in interior business my company has fixed more then 50 Tata sky connection for our client but never get this type of poor service. What I have to assume, that you give this type of service after installation?
Waiting for positive reply.
Regards,
Hitesh Mistry
09820350632
Sent from my iPhone5