Tatasky ran a 50% offer for the HD box on 29th september. I called their customer care number to avail this offer and was told that i will get a call back in the next week to execute the offer. I never got the call. when i called back to check, i was told im not eligible since i never called on the offer date.
What followed was a series of calls to customer care to establish the fact that i did call on that day, and they refused to accept stating that their systems doesnt show that i called them. I have called them 20+ times and i was told that someone would call back everytime and not once did i get a call back from the customer care.
I finally wrote an email to them now attaching the telephone bill of mine as a proof to show the call timing on my bill. It still dint help me. The email exchange below.
I'm gong to move this legally, i feel outraged that my integrity has been questioned and feel sick that they cant even extend the benefit to me giving allowance to a possible IT/Process issue on their side.







Thank you for writing to us,
>
> With reference to your E-mail dated 06/02/2012 10:51:53 PM, regarding your Tata Sky account
>
> We regret to infrom you that we shall be unable to exten this offer on your subscrioption as we are unable to trace the SMS transaction nor the call recording.
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> we were able to validate only the charges dispute call that was initiated on 29th oct 2011.
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> hence if you are interested you can purchase the HD box @ Rs. 2599 and HD PVR @ 3999 with repective installtion charges.
>
> For any further assistance, please feel free to write to us at help@tatasky.com. You also have the option of calling the Tata Sky helpline at the below numbers.
>
> From MTNL/BSNL : 1860 4256633
> From West : 020 66006633
> From East/South : 040 66006633
> From North : 0172 66006633
>
> You can also chat online with us by logging in to www.mytatasky.com between 9 AM to 7PM.
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> Thank you for your valuable association with us. Assuring you of our best services at all times.
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> Warm regards,
>
> Satish S
> Tata Sky Customer Care
>
> [THREAD ID:1-60SVQUP]
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>
>
> -----Original Message-----
>
> From: sathees@microsoft.com
> Sent: 06/02/2012 10:49:28 PM
> To: "help@tatasky.com"
> Cc: "satmakeshistory@gmail.com"
> Subject: CASE/Request number: 1-13108687573
>


Brief background:
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>
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> Where this all started
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> There was an offer running on 29th September 2011 for 50% off on tatasky HD.
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> Availing the offer
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> I made a call to Hyderabad customer care number 040-66006633 on 29th September 22:47 to avail this offer. I was put on hold for a while and after sometime I was told by the officer that since the marketing team is busy, they will call me back to me. I asked to be connected immly since the offer ends that day and I was told since I have made this call during the offer, I will be eligible for the offer
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> Proof of my call
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> I have attached my landline bill (080-41269948 ) which shows the call record on line item 5. My landline number reflects on the top right of the bill.
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> Offer Rejection
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> I waited for 3-4 days and since I did not receive any call back, I called the Bangalore helpline number. I was told that there is no record of my call and they cannot give me this offer. I called the Hyderabad number and subsequently had the same response.
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> The confusion
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> I m being told the only call record that s there on your system for 29th September is an incoming call to me at around 10 am in the morning and that the offer wasn t discussed.
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> So there were 2 different calls on that day
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> one in the morning of 29th this was an incoming call on a different issue.
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> The second was at 10.47 pm and this was an outgoing call from my number during which the offer was discussed.
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> I have had a hard time explaining the customer care that the calls are being confused. I m simply referring to an outbound call from my number (080-41269948) at 10.47 pm. Refer to the attached proof.
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> Response to my complaints
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> I have had to make numerous calls to the customer care must be 20-30 of them in all (each call lasting around 10-15 mins). I have the records for all the calls I have made so far.
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> The standard response is that we will get back to you in 1-2 working days. Not even one person bothered to honor their commitment of calling back. I have had the call escalated to seniors and even their managers. Not even the higher ups had the ethics to call back as promised.
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> Questioning my integrity
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> Not just that I haven t had a call back as promised, I have been questioned on my integrity and have heard statements like sorry, if you have made a call, it will reflect here.
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> Solving this problem
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> I cant believe you cannot figure out a way to solve this issue. Time and again, every support personnel goes back to checking records and listening to the calls made on my subscriber id and gets back saying there was no such call.
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> Are you stating that your IT system and processes are so good that if the call doesn t reflect in your system, the customer is lying? Cant it be that the support personnel who took my call failed to create an entry against my subscriber id? I don t know your system and I m just guessing the problem, but I guess you get my drift.
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> What do I feel about this whole issue now not that I think you care, but just so you know
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> 1) I m sure it s impossible that every single personnel will refuse to honor their commitment of giving me a call back. If every customer were to be treated so, you would have run out of business. So this makes me think that you have a different set of rules to treat me now having made your own assumption on my integrity.
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> 2) Smartness of all those who worked on this case.. who cannot think out of box who cannot stand up for the customer who cannot approach this problem thinking what if the customer was right! I m not sure I feel too great about them
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> My expectation out of this email
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> I made this clear many times on my call before. This is not about the money. This is about my integrity being questioned.
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> I feel wronged and I will go any extent to Correct this. Just because you are a big corporate, it doesn t mean you can get away treating a customer like this.
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> I wanted to make one last attempt with the customer care before I explore other options. I m willing to invest whatever time and money it takes to see this through.
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> If you conclude that the problem indeed was on your side , I expect a response stating that. If you continue to stick to your guns, I expect an official email confirming that I was not extended this offer because I have not made a call on that date to avail this. I would like to think I m atleast worthy of getting a response from you - eitherway
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> I would like to have your response on the record in an email. My contact number for this case would be 9573711100.
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> Thanks
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> Satheesh