Well after that, by 5:45pm I got a call from a girl in their outcalling department. Post her call, I waited for a while before sending Tata my second email:
A girl from your office called me up and said that “we are working on your issue and by 1:00 am your problem will be rectified. ” I specifically asked her if she was sure that it was by 1 am and she said yes.
It is now 10:15 am and still my problem is not resolved.
I got a reply on Sunday, yesterday:
Dear Mr. Roshan,
We understand the inconvenience caused to you and we regret for the same.
We would like to inform you that your concern regarding connectivity has been notified to the team with complaint number 12857026. Our team is working on your issue on high priority basis. 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.
Thank you for your valuable 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 www.tataindicombroadband.in or write to us on firstname.lastname@example.org
For this lame excuse of a reply to a customer facing an issue, I replied:
Dear Mr. ____
Thank you for the reply. However it does nothing for me. Its a copy & paste of what I have been hearing from Tuesday from your call center agents, supervisors (name 1, name 2 and name 3). All FALSE commitments and unfulfilled reassurances non-withstanding your technical staff are liars – please check my mails and the closed tickets for confirmation. I cannot believe the aboslute low standard to which Tata’s services have stooped too.
Also Mr. ____ you have not answered my queries, so I will ask once again and I expect a reply:
1) Why the lies in closing complaints and what are you doing about it?
2) Your supervisors have committed resolving of the issue but not delivered or followed through; what ate you doing about it?
3) A girl from your office called me last evening and said that issue will be solved by 1 am; not solved yet so what are you going to do about it?
4) Waiver of the rent for these days of not getting the service? You haven’t addressed that here! What are you going to do about it?
Your mail looks like a ready made template sent to hundreds of complaints, with only complaint number and customer name changed. Shame on Tata!
Solve my problem and I expect a call back from a manager!!
I got my problem finally fixed today!!