Tata Sky finally heard us ! - My letter of appreciation

I would like to thank all who supported my post. Even one person's support can make a difference. Imagine if all consumers would stand together to be heard ! Sometimes one needs to be persistent as a consumer to be heard by companies.

And companies need to hear consumers to know their grievances so that they can improve their services and resolve complaints effectively . Company representatives if experienced can easily differentiate between a genuine and false complaint and work accordingly. But they must always hear the consumers first to determine the authenticity of the complaint before passing a judgement without thorough interaction or investigation.This would create a pleasant interaction between companies and consumers.

Today we were heard ! Thanks to the personal intervention by a senior gentleman Mr. Bhagwan Das. I hope I got his name correctly. He heard my mother and after hearing everything in detail decided to install a new disc for my parents. Immediately Mr. Ashok was sent over to do the needful.

I would like to express my deepest appreciation and gratitude to Mr. Bhagwan Das for really listening to my mother's complaint and providing a prompt and fair resolution to a senior citizen.

I would like to thank Kajal and Ashok too. It was Kajal who said here on social media that " I hear you !". As consumers we just need to be heard to get services of value in return for the money we invest.

Tata Sky thank you for restoring my belief in your services. Having started my career with Tata Sky in the customer service industry I was really hoping that you would not let down the Tata brand name and stand true to the image of the brand name Tata which is known for providing professional and best customer service worldwide.

I am aware that it may take time and patience on both sides to deal with complaints but what matters is that in the end you resolve customers complaints effectively for them to continue having faith in you. I hope that in the future too you would stand true to the great reputation of the Tata brand !

Tata Sky reaches decisions regarding customers complaints without investigation !

The matter with Tata Sky regarding removal of parts from our disc by one of their technicians to coerce us into buying a new disc should not be decided without a proper investigation. But they refuse to address that as well as the fact that their technician offered to give us illegal connection through another customer's disc !

Only Tata Sky technicians go up on the top of our building to install new discs or check connectivity because everyone in our block are Tata Sky customers. Our management does not allow anyone else up there and we have the names of their technicians who visited to resolve problems of our immediate neighbours in our block and soon after that we faced this problem.

We wanted to know exactly what issues did they deal with at the time as we are sure the two incidents are co-related. Tata Sky's refusal to reach a decision without even attempting to investigate speaks a lot about their dishonest and unprofessional ways.

They may succeed in getting their way to harass customers like this and my parents may even go ahead and buy a new disc if they want to avoid further inconvenience. But I will not leave it at this and will eventually take them to Court if I have to for the continuous harassment we have faced over different things from the time we became Tata Sky customers !

We have paid semi-annual subscription and yet we suffer and do not have connection for so many days because of their stubbornness not to deal with the matter fairly and effectively. One thing is for sure that after this through my sharing unpleasant interactions with Tata Sky on my blog and the Internet more people will come forward in exposing their dishonest customer service and they will definitely not gain many subscribers for the long term packs at least . Pathetic customer service and misleading customers into thinking they will benefit from long term packs !

Tata Sky Long Term plans are misleading !

Tata Sky's long term plans falsely promise hassle free services. They do not follow up on what they promise to their customers. When you are a Tata Sky subscriber, be prepared for the worst customer service possible. You don't get value for your money. And they keep trying to find new ways of extracting money from customers !

Be careful before subscribing to the Tata Sky long term plans as your money will be blocked when they will make sure you lose connectivity by removing parts from your disc so that you have no choice but to buy a new disc. We chose semi-annual pack thinking we will enjoy seamless and smooth services but on the contrary we were treated very badly and unprofessionally. We are without connection despite our paying for semi-annual pack because they refuse to give us connectivity as they are forcing us to buy a new disc. We are suffering because we are standing up for our Rights and demanding a thorough investigation in the matter of their technician removing parts from our disc. We could easily give into them and purchase a new disc to avoid inconvenience and loss of money every day that we are without connection but that would encourage them to repeatedly try these tactics on various customers !

I wish to start a petition against them eventually and look forward to everyone's comments there. Those who have been repeatedly encountering harassment from Tata Sky must stand together. Consumers Rights Consumers Might ! Let's stand together as ONE to be heard !

They are really not living up to the the reputed brand name of Tata ! I would think that anything related to Tatas would be very good and professional but Tata Sky has contradicted my thought process. What is even more disappointing is that they do not even value their long term customers leave alone new ones. Any company associated with the Tata brand name in America is living up to their reputation and image but unfortunately the ones in India are taking the Indian customers for granted !

TATA SKY-Worst Customers Complaints Management !

Tata Sky is totally silent on the matter of our complaint and refuse to carry out an investigation because they know their technicians are dishonest in their dealings with customers. I am very sure they took out the parts from our disc to settle another disc as they are the only people who are allowed to go on the roof of our building when they install new connections or check connectivity ! As it is this is their way of forcing customers to purchase new discs every now and then. We had subscribed to a semi-annual pack and yet we are without connection for two weeks now !

Their customer complaint management is pathetic ! And this is one company that will never ever improve it's service. They actually do not mind losing customers ! Gradually each customer of their will go to their competitor !

Tata sky's dishonest ways

The fact that Tata Sky technicians adopted illegal ways to connect us to another's disc is questionable and raises the question that they may have taken out or removed an important part from our disc to give to another or even sell it ! They can easily do that to their customers living in high rise buildings because they are alone on the roof when they are installing discs or checking discs for connectivity. I am forced to question their integrity after our recent interaction where they did not even think twice before offering us to connect to another customer's disc illegally.

Tata Sky continues to harass customers !

TATA SKY SILENT ON THE MATTER & NOT CARRYING OUT THOROUGH INVESTIGATION REGARDING OUR COMPLAINT

Tata Sky customers suffer even after paying semi- annual subscription ! Beware this could happen to you ! They could remove parts from your disc to force you to buy a new one...

Attached is copy of the email my father sent to Tata Sky customer care on July 5 Th 2017-

" Reference my email of today attached
The following is brought to your notice in connection with Service Request No. YEBQ7NZ-Connection No. 1174069888

1, Your representative Sh. Pavan visited this morning and after checking the Dish Antenna on the roof of the Building told my wife that all the electronic signals receiving devices were missing from the Dish Antenna and that we have to get a new Dish costing about Rs 1,000 or more. He also informed that he had connected our Dish to some other Dish to enable service to be resumed. My wife told him to DISCONNECT  the same as t was not legally correct to do so. He thereafter did so.
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2.My wife also told him that the rooftop had controlled access by our building Security who give the key for the roof-top only to Dish TV services after entering the particulars of the Tata Sky technicians.

3.We then checked the Security Entry  Register to check the visits of Tata Sky technicians' from June 22 onwards. Details are as under:
June 22     Tata Sky Rep. but scribbled his name in illegible manner. Telephone Number entered  9540244705. Visited in response to service request from G Block
June 23        Tate Sky Rep Ganesh visited in response to service request from Flat GBlock
 July 04    Tata Sky rep Vishal visited in response to our request
July 05        Tata Sky rep Pawan visited rooftop in response to our request
I have the apt. numbers

4.Since Security gives controlled access to rooftop where the Dish Antennas are  located  it is NOT possible for a third party to visit and remove the electronic devices from our Dish Antenna. Also it is not possible for any Non-Technical person t. o remove the electronic devices from the Dish Antenna. What is possible is that one of your Rps. to fix the problem of another Flat effected a change. Our problems started from June 22 owards.

The details of Complaints serviced by your Reps should be available at your end and Tata Sky is requested to investigate the jobs done by each rep.

Intriguingly, when Vishal visited yesterday he did not point out any missing electronic devices or he just came as a formality and did not investigate the fault.

On all counts therefore, Tata Sky is responsible for the missing electronic devices and therefore your considered reply of readiness to replace the missing electronic devices AT NO COST TO US will be AWAITED BEFORE WE ESCALATE THE MATTER  in ways open to us.

For all practical purposes the Complaint stands NOT SERVICED. The same was intimated to your Customer Care Rep.ROOPA when she rang up this afternoon. My wife DID NOT SIGN  the Completion Report as the problem persists."

Tata Sky does it again !

In the entire time that we have subscribed to Tata Sky, never have we ever received the vouchers selected at the time of payment. These vouchers are equivalent to the amount you pay for the subscription.

Last time which was about six months back, I had complained about not receiving all the vouchers amounting to the semi-annual charge but Tata Sky deliberately kept delaying addressing the matter till it was too late. They got away with not being accountable by just recently stating that now it was too late to give those vouchers to us as they had already expired. It took them six months to come to that unfair resolution to the complaint and I have it on record.

That is when I had told them that they will eventually have to be answerable if they repeat the same carelessness once again this month when we renew our semi-annual HD platinum pack. And as I had expected, as usual yet again Tata Sky did not send us those selected vouchers equivalent to the amount of payment of Rs.4365 on our email id.

So what does Tata Sky have to say now ??? It is high time Tata Sky takes responsibility for their actions and show some responsibility towards their customers. For their information might I add that the vouchers in question now are not expired and so they must immediately send us those vouchers. These vouchers are the same amount as the amount which was paid on Feb. 1st 2017 which is a large amount and so remembering the codes of so many vouchers is almost impossible and that is why these should be sent on the registered email id as promised. I am following this case on my Consumer Rights blog as well as social media page One Right ! If nothing else, people should be aware that Tata Sky cheats customers and misleads them. Tata Sky does not deliver what they promise ! 

Tata Sky lies & misleads customers !

Reference # UKE9MID , Tata Sky states today after six months that they had already sent vouchers to our registered email id on the 23rd of August 2016 which is UTTERLY FALSE !!! The vouchers never reached us and that is why I kept complaining about it since August till date ! Why would I be complaining in the first place had the vouchers reached me !?

As expected Tata Sky lies and misleads customers. The various reference numbers attached to my case will indicate that they too somewhere agreed in the beginning that the vouchers never reached me and so kept looking into it but now to cover up their mistake they are coming up with this absurd excuse. It is their fault and they should make up for all the inconvenience caused and the time as well as energy wasted from our side in pursuing this case. Because of their delay in addressing this complaint instantly the entitled vouchers never reached us and expired . Naturally now the validity of the vouchers cannot be extended because they have expired due to their carelessness. But there are other ways they can compensate the customers one of them is by issuing fresh vouchers. On top of it they had the audacity to resend the expired vouchers in Dec. Couldn't they have sent the vouchers well within time ? I just hope they are not using the vouchers meant for the customers. These vouchers in question were equivalent to a large amount since they were for the six months subscription.

I will escalate my complaint on social media platforms as well as my Consumer Rights Blog ONE RIGHT FB page to inform consumers about how Tata Sky misleads people by falsely promising customers vouchers equivalent to the amount paid at time of recharge but never really sending them to customers. In my long association with this company, the vouchers have never reached us on our registered email id.

False assurances and lies are what can be expected from Tata Sky staff. As said earlier, their staff is spoiling the brand name of Tata by their unprofessional attitude. Tata Sky can never handle complaints effectively and positively. With Tata Sky it is only words and no action !

Consumers beware ! Tata Sky will mislead you where their products and services are concerned and harass you endlessly to exhaust you completely till you are forced to just give up on your complaint ! Tata Sky will never ever handle your complaints seriously and fairly !

Better watch out Tata Sky ! This time I am following this issue on social media and would be watching closely whether Tata Sky send the entitled vouchers at the time of payment end of this month. Perhaps this time they would be under pressure to send the entitled vouchers at the time of payment because I would be going live on the internet about my feedback regarding this long time issue !

TATA SKY'S POOR COMPLAINT MANAGEMENT

It states on the Tata Sky website that "In case of complaints (other than non receipt of signals) by Subscriber, at least ninety per cent of all such complaints shall be redressed within a period of forty-eight hours of the receipt of complaint. All other complaints shall be addressed as early as possible.
In addition to the dedicated call centre network in place, Tata Sky has nominated nodal officers for redressal of grievances of those subscribers who are not satisfied with the redressal at the call centre level. Such subscribers can contact the nodal officers citing the docket number issued by the call centre." 

So I got in touch with the Nodal Office as I was not satisfied with the way my case is being handled . And as  expected they too would gave a very crisp response devoid of any clarity on my case.

My complaint had not been addressed effectively even after 48 hours due to their lack of efforts in seeking information regarding my transaction with the concerned department in the proposed time. They agree the payment was successful and stands submitted by me on the 5th of July 2016 but they still need more time to process the payment for it to reflect in my Tata Sky account.

The Nodal Team's response was as follows-

" Your payment of Rs 514 made on 05/07/2016 to recharge your Tata Sky account has been processed and the status is SUBMITTED. Please give us 48 hours to process the payment.  

If payment is successful then recharged amount will be credited to your Tata Sky account. If payment is unsuccessful and in case the amount has been debited from your bank account or credit card account, it might take 7 to 10 working days to be credited back to you."

My response to the above was- 

"I too am aware since the 5th of July that the payment of Rs.514 stands submitted. Since the 5th of July around 11 a.m, I have given you more than 48 hours to process the payment but all your representatives are not talking the same language and I am not getting accurate information till now. There seems to be lack of co-ordination between your departments resulting in not giving me accurate information about the status my case. And now you are saying you want another 48 hours to process the payment in question. This matter is being delayed and we are not reaching a conclusion. 

This complaint should have been addressed at the earliest specially when I had gone through a similar experience with Tata Sky last month though fortunately then the matter was resolved in one day and my account had not been deactivated during that time. I can't comprehend why it is taking so long this time to tell me the exact status of my payment which stands already submitted even according to you. I would also like to know why this is happening often at the time of making online payment on your website. But since the 5th nobody is willing to give me information regarding that. I may encounter the same problem get again if your backend team does not get your act straight and address the errors in your system. 

 As it is on the 6 the of July my Tata Sky account was deactivated from your end despite my recharging my Tata Sky account on the 5th and being assured the previous day that I will be given a credit till the case is resolved. Anyway I managed to persuade your representatives to extend the credit limit till Saturday or till the time you reverse the money to my bank account. Your other representatives were trying to assist me in the matter but Ms. Priyanka from your backend team was aggressive and rude. I do not appreciate that kind of treatment. Instead of discussing the matter to reach a mutually suitable alternative, she was more interested in terminating our conversation. She was not even happy about your other representatives granting me credit till the case is pending.

Now some of your representatives had said on the 5th of July that my payment though successful would only be processed and reflected in my Tata Sky account within 24 hours to 48 hours due to faults in your system. But now some including you are telling me to give you another 48 hours which is alright with me only if you do not deactivate my services till you are clear about the status of my transaction. If you are still not clear about the transaction and are not able to give me accurate information, then I suggest that you give me written confirmation that between the 10th-14th of July ( which makes it the time duration Priyanka and you are proposing to credit the money back to my bank account) Tata Sky would reverse the money back to my bank account before I make a fresh transaction. 

As I said earlier I am willing to co-operate on the matter and go ahead with a fresh payment  as long as Tata Sky confirms to me in writing that they will reverse the money back to my bank account in the said duration of time and action is taken against Ms. Priyanka for being so insensitive, inefficient and rude to a customer. Responsibility has to be fixed and somebody has to be answerable for the wrong information I was given till today where it was said to me on the 5 the that till today my payment will either be processed or credited back to my bank account.

Look forward to a positive and sensitive response from the Nodal office considering that this is the second time I am enduring this problem in online payment on your website."

I wonder what their response would be or how long they will take to determine the exact status of the payment submitted successfully by me. But I must add that the entire interaction with them has made me conclude that they lack the professionalism that I so expected from them. Further their representatives specially the back end team lack the ability to address the problem and their complaint management is poor. My overall interaction with them has not been pleasant and has consumed a lot of my time and money in calling them several times. Tata Sky staff is just as bad as SITICable in terms of business etiquettes and dealings. I never had to ever go through such experiences abroad in my entire time there where the lack of efficiency of the companies costs the customers so much of time, money and stress. Mistakes happen but not every time and if there are problems there should be effective complaint management and proper follow up.

Tata Sky Services declining by the day !

Tata Sky' s subscription charges have increased as they have added new channels to their packages but in that process their services have really declined and we are thoroughly disappointed ! 

Their website reflects error every time one makes online payment and even after the payment transaction is successful it does not get reflected in the My Tata Sky account leading to deactivation of services. This has happened a lot lately and because of the inefficiency of their Backend team and lack of responsibility of the seniors, the customers suffer even after making timely payment.

The above happened again on the 5th of July 2016 at around 11am. After successful online payment , once again the transaction did not reflect in the Tata Sky account. On complaining about it immediately, I was informed that they would solve the problem in 20 minutes which they did not. Then later I was told on calling them that the problem would be resolved by the afternoon and then they extended the time to 24 hours and eventually 48 hours.

 On the 6th my Tata Sky account was deactivated despite their assuring me earlier on that this would not occur till the case is pending. Anyway I managed to make them agree to restore the services till the proposed time of complaint resolution. During this time I have had to call them several times which has been so inconvenient and irritating. Since last month I have had to spend a lot on calling them on the due date of payment as I face this problem every time on their website. After completion of the duration of 48 hours time limit, I am now informed this morning that the case is still pending and will only be addressed till the 9th. 

On complaining to them that I would address this case on social media, I suddenly receive a call from their backend team at last informing me that they are not able to reflect the paid amount in my Tata Sky account and so they will now reverse that money back to my bank account but it may take ten days or more. They could have informed the same earlier instead of misleading me and making me wait all this while. 

I requested Priyanka from the backend team to do this on a priority basis considering how long I have waited and so that I could go ahead with a fresh transaction. And I also requested that till the time the money is not reversed, they should not deactivate my services again and I should not be forced to pay again till then. Such a thing had happened once with Costa Coffee but they were efficient enough to reverse the money immediately to my bank account. Another alternative I have offered them is that if they want me to pay again before the previous amount is reversed to my account, they should send me a written confirmation stating that they would reverse that amount within the said duration of time. But Priyanka rudely declined to co-operate on the matter or offer another suitable alternative. Instead she just cut the conversation and  tried to terminate our conversation abruptly. 

All this while all the Tata Sky representatives ( about 6-7 names can be provided ) had confirmed that the online payment transaction was successful though it has not reflected on my bank account as yet which according to my Bank and Tata Sky may be due to the technical error of Tata Sky server as their system accepted my payment but was not able to reflect  the same in my Tata Sky Account. Whatever the reason, I seek clarity so that this case is resolved immediately so that I could go ahead and pay again to avoid more harassment from Tata Sky who are threatening to deactivate my services again. But Tata Sky representatives refuse to let me talk to their seniors even though they promised me many times that their seniors would call me regarding the case. I need answers and accurate confirmation of the status of my case and I am willing to co-operate but their backend team is making matters worse by their lack of efficiency and lack of professionalism. I demand a written confirmation that Rs.514 would be refunded and a written request to make a fresh payment.

I did not expect such bad attitude from Tata Sky representatives when Tata is known for it's good services. I intend to escalate the matter. Having worked with Tatas I expect better services than what their amateur employees are offering now.