Hello,

I am having problem with getting my money back from TataIndicom. Please find the following details and problem description,
Your name- Prashanth (prashu_a@vsnl.net)
Your City: Bangalore
Your Contact Details: 9845016651
Name of Your ISP: TataIndicom
Brief Description of Problem and Steps Taken to Resolve the Same.

I have recently taken new TataIndicom connection (on 17th September 2008) by paying the deposit amount of Rs.843/- (on 15th September 2008). The connection was setup within 3 days of my registration. And it took them two days to setup connection. I work in night shift, so I had to sacrifice my sleep for those two days. At last the connection was setup.

Initially they had promised me the download speed atleast of 100KBps on 256KBps Infinity plan, but the download speed was very slow (15KBps). In my initial talk with Mr. Feroz (PH: 91-9008666955), I have clearly told him that, I already have BSNL connection and the only reason I would be taking TataIndicom is for the connection speed. The guy who came for installation told me to wait for 24 hours, so that the speed will increase accordingly depending on the usage. So the installation was done that day afternoon (17th September 2008). But the connection stopped working that day evening. Next day morning as soon as I got up called up customer care (Service Request Number 7109380), and I was on call with for almost 2 hours talking to different people. None of them were able to resolve the issue. Later they mentioned they will escalate the case on their end and I will be receiving the call in two days of time. I never received any call from them.

I contacted the person (Feroz, 9008666955) to whom I can contacted before taking the connection and also the other person (Gurfan, 9880898309) who had come to collect Application Form and Money. On that day both of them mentioned, they will check and call me back. But I never received call from them. Again after two days I called up Feroz, he asked me the Customer Care Request Number and mentioned that he will check and call me after 2 days of time (cause it was on Friday). Again I never received call from him. Later when I called him, he again started asking whether I have called up Customer Care and also the behavior was not good. Felt as if he is ignoring the call.

Next day I called up his manager (Sumesh Nair, 9243493769), he also started asking me whether I have contacted their customer care and Request Number. He mentioned that, he will check with his team and will send someone to my residence to work on the problem. Two days past nothing happened and no one turned up. Again when I called up. Again I had to go through all the process of explaining the issue and giving him the Service Request Number and again he asked me for some more time so that he can send someone. I tried calling him yesterday (12:15 PM, 30th September 2008), one of this colleague received the call and told that Mr. Sumesh in meeting and he will call me in 30 minutes. As usual I never received any call from him. I received email from them asking me to pay the balance amount of 108.43 by 6th October 2008.

Today (1st October 2008) I tried calling him (about 51 times), he never picked up the call. In between the number appeared to be busy. But he never answered my call. Later he call me up and when I told him the problem, again he started asking me whether I have contacted Customer Care. I told him, this is the 3rd time he is asking me the Service Request Number. He was shocked by hearing that and his reaction was as if I have never called him. Later he put me on hold for sometime and he tried contacting someone. Then he mentioned that, he was trying to contact Technical Team’s manager and was not able to reach them. Later he asked me for 30 minutes. Since all this process was very frustrating, I told him that, I have already disconnected the connection (Modem and Power connection). If I do not hear back from them, I will have to throw the kit out of my house and I may have to lodge complaint again them.

I did not receive call from them, I only called them after 40 minutes. That time he told me, the Technical Team manager is in meeting and he will be available only after 30-40 minutes and he gave me the following contact details,
91 – 9243488568 – Chandrashaker (Manager)
080 – 66239083 – Vinod (assistant)

I called them after 50-60 minutes (called all the three people, Sumesh, Chandrashaker and Vinod), was not able to reach anybody.

Called the above people again, luckly was able to reach Chandrashaker. Again after telling the whole story, they started begging for one more chance. And promised me that they will arrange an Technician by EOD (1st October)

6th October, still no response from them. I only have to call up. talked to Chandrashaker, he transferred the call to another guy by name Ravi. He again started asking me whether I have called up customer care and do I have any case opened with them. This time, it really made raise my voice. He also started asking for one more chance. Informed him that, I have already given them enough chance and now I want to go ahead and cancel the connection and I need my money back. He asked me to call up Customer Care and raise a ticket for canceling. Then later give the request number to him, so that he will take care of cancelling and refunding my amount.

Accordingly I called up customer care on 7th October asked them for cancellation. They asked me to send an email. Accordingly I did so. Later they replied me back with cancellation request number (7316018). I tried calling Ravi couple of times, was not able to reach him.

In-between I received couple of calls from TataIndicom asking for the reason of cancellation. They told me that they will get back to me. Again as expected which never happened.

17th October, I called up customer care asking for the status. They told me that the account is in suspended status as I have not cleared the outsanding amount (108 Rs. for the Bill Period: 9/21/2008 – 10/20/2008). As per them I have used for 6 hours and till I clear the amount that they will not proceed further with cancellation. And once they get approval for cancellation, it will take 60 working days for me to receive my money. (God knows, think even RBI will not take that much time for printing notes). Spoke to one of their supervisor (forgot his name 🙁 lucky he! ). He asked me to go to their Head Office in WhiteField, Bangalore and they will be help me.
#18,19 & 20,
EPIP Layout,
Whitefield,
Bangalore – 560066

I dont think I have to pay them 108 Rs. since I have been complaining them right from the day they have done the installation.

Then again I tried reaching Sumesh Nair, Ravi, Chandrashaker. Called up Chandrashaker’s mobile phone, got Vinod on call. Told him what happened when I called Customer Care. He asked me to call Customer Care as they are from Technical team. Asked him to transfer the call to either Ravi / Chandrashaker. He told both are not available and Chandrashaker is in meeting.

This is the height of frustration. If they cannot provide support, why are they opening companies and make falls promises to layman.

It is easy to start anything, but difficult to maintain it.

Now I am stuck with this and I have spent lots of money and time in calling these people. I work in night shift, so I had to sacrifice my sleep for calling them (be it for broadband not working or getting my money back). Please help me! Also let me know anyway I can reach consumer court (hoping to get atleast my Advance money back without any hazzles). I think I need to send email to procedure@consumergrievance.com (ICRPC) to start with Consumer Court.

—
Prashanth
Moblie: +91-9845016651