Continued from Part 1 of Open Letter to Tata Docomo.
On May 3, Raj from your appellate replies with just one line that device charges are non refundable and if I wish to use it in future, I can reactivate this connection with the same data device.
ON May 7th, I sent my 12th email to your appellate kk saying that I've sent two letters by courier - one to your branch manager at Silicon Terrace office in Koramangala and the 2nd to your Managing Director in New Delhi with regard to my complaint. And also said that I'll promptly file for legal action if no favorable answer is provided.
On May 9th, Raj from your appellate replies again with the standard line - the device charges are non refundable and if you wish to use it in future, you can reactivate this connection with the same data device. And the email also mentions "We value your critical feedback shared on our service, we have escalated your issue with utmost care and will ensure such instance are not repeated in future."
So, I sent my 13th email on May 12th to your appellate.kk@tatadocomo.com asking if they ever received the letters I sent by courier and told them to CONFIRM that they received my letters before replying to me again. And also said that I don't need copy/paste replies from your company without properly going through my complaints.
Raj from your appellate calls me on May 17th saying that I should have escalated this issue in Jan itself! And that the CAF form given to me mentions on how to escalate. I told him I was not given any CAF form at the time of purchase and asked if they received the letters sent by courier. He says he didn't get any letter. He follows up with an email 10mins later again saying - "As per the discussion we had, the number has been disconnected on 17th January 2013 and there is no outstanding pending on your account. We would also like to inform that, we have also shared the escalation matrix in the CAF(Customer application form) however the device charges are non refundable". Sigh!
So I sent my 14th email to your appellate on May 17th saying that I did not get a CAF form or bill and it's of no use mentioning that my Docomo account got disconnected when I was never even told about it by either sms, phone or email which all my previous emails clearly mentions. I even politely requested to Raj in my email that the case be handed over to his manager for further action.
Raj from the appellate replies to me on May 20th with the exact same reply given to me on May 17th. And nothing else.
So I sent my 15th email to your appellate on May 20th saying to stop replying to me unless you are confirming that the device charge will be refunded.
Fed up with your listen@docomo.com and the appellate, I sent my 21st email to your Executive VP, Deepak Gulati on May 20th about my complaint using the online feedback form - https://tataindicom.com/md-feedback-deepak-gulati.aspx.
Only much, much later did I read that Deepak Gulati already quit your company(probably fed up?) as on May 16th. Then why did your website still show his name as Executive VP on May 20th?! Absolutely ridiculous and irresponsible.
I even had a useless webchat with Tata Docomo chat on May 22, chatting with representative Jose and his team lead Karan who told me they cannot do anything if appellate does not provide refund. Karan even said he'll escalate the issue further. Ya right!
Knowing that the webchat was very useless, I sent my 16th email on May 22 to social@tatadocomomarketing.com describing the entire issue all over again and requested for help in getting refund for device charge.
On May 23, I get a reply from social@tatadocomomarketing.com that they'll ensure my complaint will be resolved soon.
On May 24, I got a call from your company but could not talk due to poor network. This was followed few hours later by a reply from social@tatadocomomarketing.com that they could not reach me by phone. Also "We would like to inform you that device is customer owned and we are unable to provide refund for the same."
So I sent my 17th email on May 24th to social@tatadocomomarketing.com that they could have tried my number again later in the day. Anyway I replied in the email what is the point of saying device is customer owned if I could not use it so far?! I even said the device is still lying untouched inside the Tata Docomo box and I'll be glad to hand it over to your office anytime to get my money back.
Then on May 25th, I got a call from Dinesh in your office(080-65606204) AGAIN saying that the device charge is non-refundable(despite whatever I have mentioned in all my emails).
So I replied with my 18th email On May 25 to your appellate and listen@docomo.com saying that no one seems to be reading my earlier emails and addressing the issue properly. I even said I need a favorable reply in 5 days time or else I'll approach the court.
So social@docomomarketing.com replies to me on May 27th saying they are working to resolve my concern on refund and requested for few more days time.
I sent my 19th email on June 5th to social@docomomarketing.com saying it's been 9 days and yet no reply from your side.
On June 6th, Pavan from listen@docomo.com calls me and says the device charge is non-refundable. And I told him very politely to go through my earlier emails, take time and then write back to me with course of action. He agrees. And I end the call. Just 10 mins later, he replies by email again saying the device charge is non-refundable!
So I sent my 20th email to listen@docomo.com on June 6th saying that the reply given was just like the many, many others I have received since Jan. Therefore I told that I'll be filing a case in court soon.
On June 7, I get a call from Dipil at listen@docomo.com. I could not talk properly to him due to poor network. So he replies to me few minutes later saying "we are unable to process your request for refund as there is no security deposit left in your account and your current outstanding amount is Rs.00." As if I expected anything better!
So I sent my 21st email on June 7th to listen@docomo.com saying that you can check your call records to my mobile number 93 since Jan to verify if you ever bothered to tell me that my account has been disconnected on jan 17th or about my verification. I even said that I'll not accept any further reply unless it's from your leadership team(which I also requested earlier in my 7th and 14th email)
And I need not mention here the number of calls I also made to your customer service at 121 since Jan'13 or even the visit I made to your Silicon Terrace office in Bangalore, all of absolutely no use.
So, finally tell me, are you waiting for my 22nd, 23rd or even 50th email before you can provide a decent, proper, favorable action to my issue? As of today, I have already paid an external agency to also help me in filing a court case.
Continued in Part 3 of this letter.
