The following is the communication between a consumer and a company, over e-mail. Clearway got access to this chain of e-mails, that shows the shabby work that ISP's do in this country.
9 May 2006, Tuesday
From: Consumer
Subject: Internet Connection not working
Hi,
My Log in Id is ******. My Application Number is ******.
My account was activated today by your service personnel. However, Im not able to access the net now. I logged off once after my account was activated. When I try to log on, I can see that the net is on (100 Mbps) but web pages are not opening up.
I spoke with one of your Customer Service Executives - she said there was some problem with the connection, though the net was on. However, the call got disconnected. Please check the problem and rectify it at the earliest.
Regards,
*****
My Log in Id is ******. My Application Number is ******.
My account was activated today by your service personnel. However, Im not able to access the net now. I logged off once after my account was activated. When I try to log on, I can see that the net is on (100 Mbps) but web pages are not opening up.
I spoke with one of your Customer Service Executives - she said there was some problem with the connection, though the net was on. However, the call got disconnected. Please check the problem and rectify it at the earliest.
Regards,
*****
11 May 2006, Thursday
From: Tata Indicom
Dear Mr ******,
We regret for delay in responding to your mail. Thank you for writing your concern regarding unable to login to our notice.
We understand and sincerely apologize for the inconvenience caused to you in this regard.
With reference to your email, we would like to inform you that your concern has already been noticed to the network team and they are working on high priority basis. Our team will call you with the feedback at the earliest.
We need your valuable time and patience during this period which helps us to serve you better.
For any further assistance, please feel free to contact Customer Service http://www.tataindicombroadband.com/contactus.html (the link contains the location wise contact numbers) or mail us on http://us.f327.mail.yahoo.com/ym/Compose?To=customerservice@vsnl.co.in. We will be delighted to assist you.
Warm Regards,
******,
We understand and sincerely apologize for the inconvenience caused to you in this regard.
With reference to your email, we would like to inform you that your concern has already been noticed to the network team and they are working on high priority basis. Our team will call you with the feedback at the earliest.
We need your valuable time and patience during this period which helps us to serve you better.
For any further assistance, please feel free to contact Customer Service http://www.tataindicombroadband.com/contactus.html (the link contains the location wise contact numbers) or mail us on http://us.f327.mail.yahoo.com/ym/Compose?To=customerservice@vsnl.co.in. We will be delighted to assist you.
Warm Regards,
******,
Customer Service,
TATA Indicom Broadband.
11 May 2006, Thursday
From: Consumer
Hi,
Thanks for the mail.
But the problem is that there have been only problems since I registered with you. Initially, the connection was promised in 8 - 10 days after I paid through cheque - it took more than 3 weeks since then.
And in these 3 days since the connection is up, I have complained thrice - and the problem is still very much there, intact. I dont think I can stand this poor service from you any longer if you do not rectify the situation immediately.
This is a prepaid service and no life membership. I would opt to cancel my membership if I do not get my connections from tomorrow, Friday, 12 May. If you state that may not be possible, I can assure you I would never renew any of my services with anything associated with Tata. And be sure I would spread the word about your shabby services as much as I can.
I was promised that you would call me in 24 hours and it's been more than that now. I do not want any more calls. The problem gets rectified tomorrow or I walk out. Period! Customer servise is no lip service. Tata should have known better.
******.
But the problem is that there have been only problems since I registered with you. Initially, the connection was promised in 8 - 10 days after I paid through cheque - it took more than 3 weeks since then.
And in these 3 days since the connection is up, I have complained thrice - and the problem is still very much there, intact. I dont think I can stand this poor service from you any longer if you do not rectify the situation immediately.
This is a prepaid service and no life membership. I would opt to cancel my membership if I do not get my connections from tomorrow, Friday, 12 May. If you state that may not be possible, I can assure you I would never renew any of my services with anything associated with Tata. And be sure I would spread the word about your shabby services as much as I can.
I was promised that you would call me in 24 hours and it's been more than that now. I do not want any more calls. The problem gets rectified tomorrow or I walk out. Period! Customer servise is no lip service. Tata should have known better.
******.
12 May 2006, Friday.
From: Consumer
Hi,
Im disappointed that you have not cared to respond to a mail where I had virtually set a deadline for you to act. You have touched new low in Customer Service.
I cancel my subscription to your services. You may please send your personnel to pack the rolls of cables back into their bags from my residence. My association with you has been nothing more than complaints and headaches, not to mention the amount that I spent calling your Customer Support Executives.
I hope you wouldn't create problems at least when Im winding up my association with your esteemed organisation. Be sure, this is no way to do business.
******
I cancel my subscription to your services. You may please send your personnel to pack the rolls of cables back into their bags from my residence. My association with you has been nothing more than complaints and headaches, not to mention the amount that I spent calling your Customer Support Executives.
I hope you wouldn't create problems at least when Im winding up my association with your esteemed organisation. Be sure, this is no way to do business.
******
13 May 2006, Saturday
From: Tata Indicom
Thank you for bringing your Broad band connection issue to our notice. With reference to your email, we trust the needful has been done and your concern regarding No Browsing of your Broadband connection has been resolved after the assistance provided by our Customer Service Executive. We hope everything is working fine. Should you require any further assistance, please feel free to write to us to serve you better. 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 http://us.f327.mail.yahoo.com/ym/Compose?To=customerservice@vsnl.co.in. We will be delighted to assist you.
Warm Regards,
******,
Customer Service,
TATA Indicom Broadband.
13 May 2006, Saturday
From: Consumer
You are unbelievable!
I wonder how you could "trust the needful has been done", when I, who lodged the complaint, havent expressed my satisfaction yet that the problem has been rectified!
And you have mailed me in such a cool tone as if everything has been working perfectly fine, not a word of apology, not a sign of efforts towards pacification!
I understand that your systems are not in line with the advances in Information Technology. I guess that's the reason you have not been able to rectify a problem that has been pestering me right from the day of inception of your services - if at all I could use the word "Services" to describe what you have been doing!
Be sure - I am not able to connect to the net still. Please do not sit in an ivory tower and dream that all your connections are working perfectly alright. Tata Indicom Broadband connections are a mess, as I have recently discovered.
I do not need a stereotypic mail from one of your customer services personnel; I need to know that the problems in the field have reached those at the top. And Im going public about all the sloppy "Services" that you have been providing. At this moment, this issue could have been published in any of the media or discussion forums, so that the world knows what you are and the consumers escape from the nightmare that your company has come to be!
I wonder how you could "trust the needful has been done", when I, who lodged the complaint, havent expressed my satisfaction yet that the problem has been rectified!
And you have mailed me in such a cool tone as if everything has been working perfectly fine, not a word of apology, not a sign of efforts towards pacification!
I understand that your systems are not in line with the advances in Information Technology. I guess that's the reason you have not been able to rectify a problem that has been pestering me right from the day of inception of your services - if at all I could use the word "Services" to describe what you have been doing!
Be sure - I am not able to connect to the net still. Please do not sit in an ivory tower and dream that all your connections are working perfectly alright. Tata Indicom Broadband connections are a mess, as I have recently discovered.
I do not need a stereotypic mail from one of your customer services personnel; I need to know that the problems in the field have reached those at the top. And Im going public about all the sloppy "Services" that you have been providing. At this moment, this issue could have been published in any of the media or discussion forums, so that the world knows what you are and the consumers escape from the nightmare that your company has come to be!
That was the latest news about "Customer Service" in India. Stay tuned for more news about fresh action.