Tata Indicom Broadband
Being a TATA product, I had an impression that they would be the best of the lot. But my confidence was shaken by irresponsible customer care support. They are not transparent in their billing structure. This issue has been lingering on for last 70 days which is a testament of the fact that TATA does not want to sort it out.
Below is the sequence of the mail exchanged with the customer care over the last 2 months.
vikram agrawal <vikram.agrawal@gmail.com> Tue, Nov 1, 2011 at 11:21 AM
To: "Customer Service (SME-India)" <customerservice@tatacommunications.com>
Is there anyone who is listening ?
On Mon, Oct 24, 2011 at 3:28 PM, vikram agrawal <vikram.agrawal@gmail.com> wrote:
Can I speak to the manager of your team? This matter is pending for last 60 days. I want to know if I should expect any answer.
On Mon, Oct 24, 2011 at 3:16 PM, Customer Service (SME-India) <customerservice@tatacommunications.com> wrote:
Dear Customer,
We sincerely apologize for the inconvenience caused to you.
We would like to inform you that we have escalated your concern regarding billing to our team. Our concern team is working on your issue. We will get back to you with the feedback at the earliest.
Looking forward for your co-operation and support to serve you better
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Communications SME::Contact Us or write to us on customerservice@tatacommunications.com
Warm Regards,
Nivedita,
Customer Service Team,
Tata Communications Ltd.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, October 24, 2011 12:48 PM
To: Customer Service (SME-India)
Subject: Re: FW: FW: Closure of the tata broadband account
Any progress on this ?????
On Fri, Oct 14, 2011 at 3:09 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Customer,
We sincerely apologize for the inconvenience caused to you.
We would like to inform you that we have escalated your concern regarding billing to our team. Our concern team is working on your issue. We will get back to you with the feedback at the earliest.
Looking forward for your co-operation and support to serve you better
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Communications SME::Contact Us or write to us on customerservice@tatacommunications.com
Warm Regards,
Mohammed,
Customer Service Team,
Tata communications Ltd.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Friday, October 14, 2011 11:53 AM
To: Customer Service (SME-India)
Subject: Re: FW: Closure of the tata broadband account
HI All,
Can someone please tell me if I should expect an answer. I have spoken to my lawyer and the following mail sequence will make a strong case of mental harassment and cheating in consumer court. And all the respondant of this mail including Vijaylaxmi , Ajay, Sibananda can wait to hear from the court soon.
Regards
Vikram
On Tue, Oct 11, 2011 at 2:23 PM, vikram agrawal <vikram.agrawal@gmail.com> wrote:
Stop copying the same lines over and over again ... if nothing else come with some new lines
Just Let me know which of the following is true.
1) I am an idiot to question your policies
2) My questions are very trivial and childish. You have more important things to do
3) It is question of Rs100. Why I am I bothering you guys for such a small amount. I should move on.
4) You suck in customer care and I should stop expecting anything for you
5) You dont have any answer and want to avoid my questions
On Tue, Oct 11, 2011 at 2:12 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Agrawal,
We regret the inconvenience caused to you.
We regret the inconvenience caused to you - with regard to the various instances stated by you in your mail - all of which lead you to believe that services provided by us are to the contrary of what your expectations were.
We have already registered your complaint regarding the bill amount concern has been notified to our team. Our team will reach you at the earliest. We will get back to you with the feedback at the earliest.
We need your support during this period which enables us to serve you better.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact
number please visit Tata Communications SME::Contact Us or write to us on customerservice@tatacommunications.com.
Warm Regards,
Vijayalaxmi,
Customer Service Team,
Tata Communications Ltd
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Tuesday, October 11, 2011 12:04 PM
To: Customer Service (SME-India)
Subject: Re: Closure of the tata broadband account
Is anyone listening ??????????
On Tue, Oct 4, 2011 at 11:47 AM, vikram agrawal <vikram.agrawal@gmail.com> wrote:
Do you guys realize that you say the same thing every 6 days for last 2 months now ??? please acknowledge that you do not have any reply and i will stop mailing you.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, October 03, 2011 6:35 PM
To: Customer Service (SME-India)
Subject: Re: FW: FW: FW: FW: Closure of the tata broadband account
still waiting for the response !!!!! Is there no one in the senior management who reads these mails ???
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 26, 2011 6:58 PM
To: Customer Service (SME-India)
Subject: Re: FW: FW: FW: Closure of the tata broadband account
Can you please quantify the word "earliest". I have been hearing this word since last 20 days.
On Mon, Sep 26, 2011 at 6:52 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Agrawal,
We are obliged to have you as a privileged customer.
We would like to inform you that your concern regarding billing has been forwarded to our team. Our team will contact you regarding this issue at earliest.
We need your support during this period which enables us to serve you better.
For any further assistance, please feel free to contact Customer Service at Tata Indicom Broadband 2.0 (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com.
Warm Regards,
Sibananda,
Customer Service Team,
Tata Communications Ltd.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 26, 2011 1:36 PM
To: Customer Service (SME-India)
Subject: Re: FW: FW: Closure of the tata broadband account
I understand that this is a very difficult period for you as your customers are losing confidence on you. It does not matter that it has already been 32 days and I have already forgotten why I placed the complaint in the first place. You have done your part by escalating the matter to your team.
I will try my best to support you during this period but not posting these mails in social media sites. Please do not reply now. I do not have any more expectations from Tata Communications.
Regards
Vikram
On Tue, Sep 20, 2011 at 3:27 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Agrawal,
We regret the inconvenience caused to you.
We have already registered your complaint regarding the bill amount concern has been escalated to our team . Our team will reach you at the earliest. We will get back to you with the feedback at the earliest.
We need your support during this period which enables us to serve you better.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact
number please visit Tata Communications SME::Contact Us or write to us on
customerservice@tatacommunications.com.
Warm Regards,
Vijayalaxmi,
Customer Service Team,
Tata Communications Limited
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Tuesday, September 20, 2011 11:46 AM
To: Customer Service (Retail-India)
Subject: Re: FW: Closure of the tata broadband account
I really do not know how does your team work. If it takes 2 week to reply to a simple question then you would rather shut down the customer service team. Anyway I got the point that you charge unnecessarily from your customer believing that they would not raise their concerns.
Now I do not want any reply from you. I am posting these mails in social forums and let the world interpret from the conversation how good or bad you are
Thanks a lot for your interesting replies all throughout last 28 days.
On Tue, Sep 20, 2011 at 10:37 AM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Customer,
We understand the inconvenience caused to you and we regret for the same. - with regard to the various instances stated by you in your mail - all of which lead you to believe that services provided by us are to the contrary of what your expectations were.
We would like to inform you that your concern regarding bill issue has been already escalated to our team and we are waiting for the feedback from our team as soon as we get the feedback from our team we will update you the status.
We require your valuable support & co- operation during this period.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com.
Warm Regards,
Ajay,
Customer Service Team,
Tata Communication Ltd.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 19, 2011 6:45 PM
To: Customer Service (Retail-India)
Subject: Re: FW: FW: Closure of the tata broadband account
It has already been 10 days since the matter was esclated. Can you please give me a timeline when your esteemed team-mates would be able to look at this issue.
On Mon, Sep 19, 2011 at 6:39 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Customer,
We understand the inconvenience caused to you and we regret for the same.
We would like to inform you that we escalated your concern regarding bill to our team.Our concern team is working on your issue. We will get back to you with the feedback at the earliest.
Looking forward for your co-operation and support to serve you better
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com
Warm Regards,
Mohammed,
Customer Service Team,
Tata communications LTD.
Description: Description: Description: Description: Description: customerservice
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 19, 2011 4:22 PM
To: Customer Service (Retail-India)
Subject: Re: FW: Closure of the tata broadband account
Shall I expect any response on this ?
On Fri, Sep 9, 2011 at 11:15 AM, customer service <customerservice@tatacommunications.com> wrote:
Dear Mr. Vikram,
We have regretted for the inconvenience that you have faced.
We would like to inform you that your concern regarding bill has been already forwarded to the team. Our team is working on your issue. We will get back to you with the feedback at the earliest.
We require your valuable support & co- operation during this period.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com.
Warm Regards,
Ajay,
Customer Service Team,
Tata Indicom Broadband 2.0.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Thursday, September 08, 2011 7:15 PM
To: Customer Service (Retail-India)
Subject: Re: FW: FW: FW: Closure of the tata broadband account
Hello team,
Shall I expect a response on below. Please let me know if you don't have answers to my questions. I will understand that the TATA Indicom is no longer a respected company and I will immediately pay the outstanding amount.
Regards
Vikram
On Tue, Sep 6, 2011 at 6:50 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Agrawal,
We regret the inconvenience caused to you.
We would like to inform you that your concern regarding billing has been forwarded to our team. We will get back to you with the feedback at the earliest.
We need your support during this period which enables us to serve you better.
For any further assistance, please feel free to contact Customer Service at Tata Indicom Broadband 2.0 (the link contains the location wise contact numbers) or mail us on customerservice@tatacommunications.com.
Warm Regards,
Sibananda,
Customer Service Team,
Tata Indicom Broadband 2.0.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Tuesday, September 06, 2011 3:46 PM
To: Customer Service (Retail-India)
Subject: Re: FW: FW: Closure of the tata broadband account
Can someone sensible reply to this mail and stop the mail sequence. I feel I am asking for X and I am getting Y as the reply. I am extremely sorry if I am not putting my question well so far.
I just have following three question
1) How have you calculated Rs 32.02 ?
2) How many days you normally take to serve a request?
3) if a request is placed on 24th August and it is served on 29th August. How many days have to taken to serve the request. What is your company's policy regarding this?
Also, if someone expert in understanding the TATA Indicom internet bill look at my bill and reply to the following
1) There was a suspnesion fee of Rs 100 in the final bill. Why was that charged?
PLease do not reply anything but answers to above questions.
Hoping to get a sensible response this time around
Vikram
On Tue, Sep 6, 2011 at 2:38 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Vikram,
We regret the inconvenience caused to you.
With reference to your mail, we would like to inform you that as per our records you are requested for the termination on 24-AUG-11,but the it is suspended on 29-AUG-2011. We check and found that the bill is generated on 31/08/2011 for Rs. 32.02/-.
However the bill which you have received is the final bill towards your account we request you to clear the outstanding amount for the further process of termination.
Thank you for your time and patience.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com.
Warm Regards,
Sibananda,
Customer Service Team,
Tata Indicom Broadband 2.0.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Tuesday, September 06, 2011 12:40 PM
To: Customer Service (Retail-India)
Subject: Re: FW: Closure of the tata broadband account
Dear Ajay,
I checked my final bill online as suggested by Sibananda.
I found that I have been charged Rs 100 for suspension fee which is beyond my understanding. I want termination of connection and not suspension. So can you explain the suspension fee charged ?
Just to add
1) You took 6 days to process the request. so that mean i already paid 6/30*1100 = Rs 220 for the termination.
2) I have been using the connection for last 4 years. The internet services has been so bad in the last 2 year that I have stopped recommending tata indicom to others. ( You can check number of complaints about internet not working in the last 2 years
3) I have to chase you for even the outstanding bill.
Can you please explain me in writing :
1) why it took you 6 days to terminate the connection?
2) why are you charging suspension fee when I want termination of connection
Regards
Vikram
On Tue, Sep 6, 2011 at 11:57 AM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Vikram,
Thank you for bringing your concern to our notice.
With regards to your mail, we would like to inform you that we have checked and found that currently your account has Rs. 31.69/- outstanding amount.
However the bill which you have received is the final bill towards your account we request you to clear the outstanding amount for the further process of termination.
Looking forward to serve you again.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com.
Warm Regards,
Ajay,
Customer Service Team,
Tata Indicom Broadband 2.0.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 05, 2011 6:49 PM
To: Customer Service (Retail-India)
Subject: Re: FW: FW: FW: FW: Closure of the tata broadband account
Thanks a lot for this Sibananda.
I requested for my final outstanding bill. And as per the mail below I understand that attached was my final bill as requested.
Just for your record, I have already made the payment in the first week of August for the bill attached in the mail below.
Regards
Vikram
On Mon, Sep 5, 2011 at 6:40 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Vikram,
We thank you for writing to TATA Indicom Broadband. customer service.
With reference to your mail please find the Attachment of the bill along with the mail which you have requested
However please follow the procedure below to view your bill online any time:
1. Visit the site :::::New day on the web :::::
2. Click on My Account.
3. Sign in with your username and password and domain.
4. Click on My Usage.
5. Click on View Previous bills.
6. Select the desired and click on View.
Hope the above information is useful to you.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com.
Warm Regards,
Sibananda,
Customer Service Team,
Tata Indicom Broadband 2.0.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 05, 2011 3:56 PM
To: Customer Service (Retail-India)
Subject: Re: FW: FW: FW: Closure of the tata broadband account
Hi
Thanks for the mail. However I still do not see the bill attached.
Just in case you are not getting me, by bill i mean an invoice of my usage where the month is mentioned .. day of usage is mentioned. plan is mentioned and finally the outstanding amount is calculated given the usage days and the plan.
Once I receive the bill, I will pay the outstanding amount online. Hopefully I am clear this time around.
Thanks
Vikram
On Mon, Sep 5, 2011 at 3:50 PM, customerservice <customerservice@tatacommunications.com> wrote:
Dear Mr. Agrawal,
We are obliged to have you as a privileged customer.
With regards to your mail, we would like to inform you that we have verified our records and found that your account ashish.bgp@vsnl.net is suspended on 29-AUG-2011 as per your request. And our team will visit your premises at the earliest to collect the equipment’s at the earliest.
However, as per our records there is an outstanding amount of Rs.31.69/-, so kindly clear the outstanding amount. If you require for any further assistance kindly revert back us to do the needful at the earliest.
Kindly find the nearest TCISL office for collection of bills.
Office Address
TATA COMMUNICATIONS LTD,
TATA COMMUNICATIONS INTERNET SERVICES LTD.
Mez & First floor, VSB
Mahatma Gandhi Road, Fort,
Mumbai 400001, India
Customer care number: 022 60607070.
Thank you for allowing us to be of service to you.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the
contact number please visit Tata Indicom Broadband 2.0 or write to us on
customerservice@tatacommunications.com.
Warm Regards,
Vijayalaxmi,
Customer Service Team,
Tata Indicom Broadband 2.0
Description: Description: Description: Description: customerservice
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 05, 2011 1:35 PM
To: Customer Service (Retail-India)
Subject: Re: FW: FW: Closure of the tata broadband account
Can you please forward me the bill where I can see the period of usage and other information ?
On Mon, Sep 5, 2011 at 1:28 PM, Customer Service <customerservice@tatacommunications.com> wrote:
Dear Mr. Vikram,
We regret the inconvenience caused to you.
With regards to your mail, we would like to inform you that we have verified our records and found that your account ashish.bgp@vsnl.net has been suspended on 29-AUG-2011 as per your request number 13950958. We have checked and found that currently your account has Rs. 31.69/- outstanding amount. We would like to request you to pay the amount for termination process.
Looking forward to serve you again.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com.
Warm Regards,
Amith,
Customer Service Team,
Tata Indicom Broadband 2.0
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, September 05, 2011 11:55 AM
To: Customer Service (Retail-India)
Subject: Fwd: FW: Closure of the tata broadband account
Hi Ajay,
I have not yet received the final bill. If you want me to make any payment within-time and save ourself from uncomfortable moments, please forward/send the bill at vikram.agrawal@gmail.com. Please be advised that come what be, I wont make any payment unless I have the bill.
Regards
Vikram
---------- Forwarded message ----------
From: customerservice <customerservice@tatacommunications.com>
Date: Tue, Aug 30, 2011 at 10:57 AM
Subject: FW: Closure of the tata broadband account
To: vikram.agrawal@gmail.com
Dear Mr. Vikram,
We regret the inconvenience caused to you.
With regards to your mail, we would like to inform you that we have verified our records and found that your account ashish.bgp@vsnl.net has been suspended on 29-AUG-2011 as per your request number 13950958. We like to inform you that your bill generation date is 1st of every month and you will received the final bill on 1-Sep-11.
Looking forward to serve you again.
For any further assistance, please feel free to contact our Customer Service in your city, for details of the contact number please visit Tata Indicom Broadband 2.0 or write to us on customerservice@tatacommunications.com.
Warm Regards,
Ajay,
Customer Service Team,
Tata Indicom Broadband 2.0.
From: vikram agrawal [mailto:vikram.agrawal@gmail.com]
Sent: Monday, August 29, 2011 8:10 PM
To: Customer Service (Retail-India)
Subject: Re: Closure of the tata broadband account
Hello team,
I have placed the following request 5 days ago. I called your service centre on thursday and placed a request to speed up the process. on friday evening I received a call from you where I have again confirmed that I want to disconnect the connection. But I can still see that the same has not been disconnected.
Request you to terminate the connection as soon as possible so that I can settle the final amount. Please be advised that I will not pay the internet usage charges for un-neccessary delay from your end even if that means I have to move to consumer court.
I understand that your company's policy is to close a request within 3 working days which ended last friday. Hence I do not expect not to be billed for internet usage from friday onwards ( 26th August, 2011).
Please send me the final bill at this email id (vikram.agrawal@gmail.com) so that I can make the payment.
Thanks
Ashish & Vikram
On Wed, Aug 24, 2011 at 12:46 PM, vikram agrawal <vikram.agrawal@gmail.com> wrote:
Hello team.
I want to close the following account as I do not require the internet service from now on. Can you please do the needful as soon as possible
User Name: ashish.bgp@vsnl.net
Tarrif Plan: Flash 256
I understand the account will be suspended within 2 days. Hence I do not expect to be billed for internet after that. Can you let me know the outstanding amount on this account. Please call me at ----------- for any questions or doubts
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