The
emails I keep getting from Tata Teleservices Customer Care states that
“Tata Tele Corporate Services Tata
Teleservices today stands certified as ISO 27001:2005 which means our services
are best in class at par with international benchmarks.”
I
must say I BEG to differ on the
matter. Either ISO has lost all sense and credibility, or Tata is taking
customers for a ride. This is my personal experience with Tata Teleservices.
I began preparations to get the Kolkata office
up and running at the beginning of December 2012. As part of the process, I called
up a couple of internet and WLL service providers looking for someone to get me
a quick landline and data card connection for business use. I was impressed
with Tata, because they got back to me instantly, after I left a query on their
website. This was unprecedented and unexpected, given my experience of and
impression of Kolkata work culture, and I must say I was very happy. This was
the 5th of December.
Sadly, their efficiency ended with visiting the
office and collecting a purchase order. After that, it took TWENTY days to
actually process the orders… for 4 Tata photons and one Walky. However, the
agreements were finally signed on 20th December after days and days
of chasing and asking. And the actual instruments were delivered a couple of days
later. One would think that would be the end of my troubles, but sadly it was
the beginning. Activation of photons and Walky should take a couple of days at
worst. In my case, one of the four photons started working the next day, but
three remained obstinately unconnected, as did the Walky. After days and weeks
of chasing, and a much begged engineer visit, I was told that three of the four
photons were faulty, and had to be replaced.
By now it was the first week of the New Year. More
chases followed, as Tata does not seem to believe in calling back and informing
the client about the progress of their complaint or connections. After calling
and calling and calling them the faulty photons were finally replaced. Two were
immediately assigned to employees and work began (about 30 days later than it
should have). in the meantime, the Walky continued to be dead to the world. My company
website, which was in the process of being designed, had to be put on hold, because
the contact number on it was the one assigned by Tata to my walky, and I could
not go live with the site until the line was activated. After another couple of
days, when I assigned the last remaining (replaced) photon to a consultant, it
refused to work (AGAIN!). More chasing and cursing of Tata followed after which
the photon was finally activated, about 30 days after it was first purchased.
As for the Walky, some 25 days after it was
bought, and 30 to 40 telephone calls and two engineer visits later, they
finally told me that it was faulty as well, and would also be replaced. However,
they assured me that the number assigned to me would not change. Unable to wait
any longer, because every day without a phone meant loss of business for my
firm, I finally activated the website, with the number they have given me.
As I write this, it is the 21st of January
2013, 47 days after first contacting them and issuing a purchase order, and 31 days
after the contract was signed, and I STILL don’t have an active landline. When a
client or prospective customer sees my site, letterheads, visiting cards, and
calls on the number, they will get a message that “this number does not exist”.
What that is likely to do to the reputation of my firm…you can very well guess.
And the business I have lost over the last 31 days or continue to lose with
each passing day is not likely to be compensated for by Tata. Neither is Tata
likely to bring back the clients I am losing because they think my company is a
fake/fraud. The amount of money I have spent over the last month and a half,
calling Tata is not going to be reimbursed either. They STILL don’t call me
back to tell me what is going on.
The latest info, after I applied a LOT of
pressure from higher up, is that I now have to apply for a NEW number…which
will probably take another 31 days… not to mention changing the site, letterheads,
cards, … all added expense and hassle, and loss of business.
All I can say is TATA SUCKS.
