Feb 19, 2018 03:57 PM
41773 Views
My Tatasky ID number is 1038648950, as per the records I have been your loyal customer from 2009 and have never thought of changing to any other DTH service provider. Off late I was able to find out that your charges are too high hence I decided to move out from Tatasky and take up another service provider.
I received a call on January 27th claiming to give me an offer If I come back to Tatasky. The offer stated 50% discount on the existing packages but the condition was I had to pay for one year. Below is the break up.
1) Dhamaal Mix
2) Englisht Entertainment
3) HD package
4) Two free regional Channels.
I agreed but asked him time till 31st of January since I was travelling. The person called back on 31st and over the phone I made an upfront payment, Post that the person disconnected the call and I was receiving certain messages on changes on the packages, I ignored since I thought it will be done in the background.
Now here my pain and all the harassment story starts from your agents who are all big time frauds and just sit on the call center to loot innocent customers.
Once the update was done I was not able to watch the english entertainment channels on HD, I thought post the changes will be done I will be able to view. I called up to the customer care as I was done with my patience and to my shock Miss Nikita( Agent 1) told me that I was given the HD package for only dhamaal mix not for my english entertainment, I question why was this done as she was in junior level she declined to answer my question and informed I would receive a call back in 24 hours.
I was worried hence came on chat and spoke to one Jessne who was quite helpful and arranged a call in urgent rather me waiting for 24 hours.
Agent 2 calls up and she knew the situation completely and apologized and agreed that this was a miss from the Retention agents end and she would refund the HD package amount to my bank account . I agreed as I don't mind continuing with tata sky for next one more year. The call was disconnected . After 5 to 10 mins I received from the same Agent 2 and she informed she cannot refund the partial amount rather she would refund the entire amount. I was already frustrated and asked her to refund the amount and deliberately I informed her that I am never coming back to Tatasky again.
She acknowledged and disconnected the phone.
Agent 3- Now I receive a call on 1st of February and this agent tell me I understood the situation but have to validate again while listening to the call recording(Not sure why this guy called then) . The funny part is this guy showed his confidence but was a plain fool who knew nothing about my case and just wanted to poke me further. His assurance was I would receive a call after 24 hours on the same.
Agent 4 - Here comes my favorite guy Mr Suhas who is doing a marvelous job and very soon Tatasky will loose all its customers with this guys help. Mr Suhas called me today and informed that He would have to listen and validate the call recordings in order to verify my ordeal. So basically this guy calls me without listening to any recording or having any detail and I had to repeat the entire information again. So the call was dropped and post 2 hours he called me back and he has the audacity to tell me that I am lying and his agents are correct hence I asked him for the recording which he failed to provide. I am confidently speaking about the entire discussion but this person Mr Suhas is deliberately interrupting charging me of being dishonest. He doesn't have a little common sense that I have been with Tatasky for such a long time and trusted Tatasky and even referred to my friends, There is a way to talk to the loyal customer. I lost my Temper and shouted on top of my voice though I am suffering from Throat infection
Hence at last he acknowledged he would refund the entire amount within 7 to 10 business days. I made him say the same thing clearly on the recording as now I am well experienced with all your nincompoop agents.
I would also like to add here that when the Agent 2 called up I asked her to give the HD package for the half the price and I will continue taking tatasky . I am okay if she deducts the extra amount from my account but she didn't have the approval to do so hence I understood she is not a trained retention executive
The key Take away for Tatasky on the entire episode
1) Train your team and teach them the market is not fair if JIO launches there DTH service each one will have a tough time to survive like how the current situation of the major mobile operators. The days of your loot will end.
2) Trust your old time customers as these are your promoters and will keep promoting and pampering them will gain more business.
3) Listen to your customers needs as you are nothing without your customer this is not a monopoly and there are better options currently available in the market.
4) The retention and sales team have to work hand in hand as these guys will be able to bring all your detracting customers back.
5) Sky network is known for there best customer service in UK and Tata for there reliability but agents are ruining the entire brand.
Now the final solution given to me is that I would receive the entire amount of Rs 3545 back in 7 to 10 days and now it has been two weeks and I have not received my amount I have also send the bank details.
I know I lost my money as every time I call the call ends in across India as they have multiple Call centre’s recruiting the dumbest people . So call them multiple times and you can visit across India
Regards
Pranjal
