To, November 15, 2010
The Branch Manager,
Customer Service,
Tata Communications,
India.
Subject : Grievance for Broadband internet connectivity not addressed even after 5 months
Dear Madam/Sir,
We have a broadband internet connection with your organization and the address for reference is
bevanaaron@vsnl.net in the name of my wife Mrs Bluebell Gomes.
We regularly have a connectivity problem every month and manage to get it rectified through your customer service after a gap of 15 day after numerous pain staking phone calls.
We had a internet connectivity problem from July 22, 2010. We raised a complaint of which unfortunately, we have no current record of. We called the customer service repeatedly and then on August 31st, we received another complaint No: 12807964. If you check my records, you can find if there is any internet usage during this period to confirm my complaint. The case was closed at your customer service desk without any Tata Internet Technical team visiting my house or without any confirmation received by me on the resumption of the internet service by your customer service team.
Further we called repeatedly in the weeks after that, which was a really frustating experience. We finally got exasperated and spoke to Mr. Pawan, the Floor Supervisor on 30th September, 2010. He told us that there was a major cable problem. He assured me that the problem would be resolved within 24 hours and assured that we would be intimated by the customer service to ascertain whether we are able to access the internet before closing the complaint file no. He also assured us that we would not be billed for the internet usage for the non use period namely from July 22, 2010.
Unfortunately, nothing happened after that. And we called again to customer service and spoke to Mr Ramesh on 12th October, 2010 who connected us to Ms. Mohini, the Floor Supervisor. She told us that there is no record of the complaint or the conversation with Mr. Pawan which was astounding. She also told us that our complaint was already closed as the Problem was rectified as on record. But she decided to look into the matter and raised a fresh complaint No: 12989628 as we were yet not able to access the internet even after 3 months of regular interaction with your customer service. She again assured that we would be intimated to check whether we were able to access the internet before closing the file. And a Technical team would come home within 24 hours.
As usual nothing happened for 4 days. And on 16th October, we contacted Customer service once again and spoke to Ms Leelavathi. She informed us that there is a major cable problem. She gave us the same assurance. She also added that she would inform the billing department to not bill us for the period on internet non usage by us.
And nothing happened even after that. We then contacted customer service on 22nd October and Spoke to Mr. Roy who raised another complaint no. 13022670 after stating that the case was already closed as the customer service had received the notification that the case was already closed due to the correction of the problem. We contacted billing and we were told that we were not billed for a period of 72 hours namely from October 17 to October 19th. This was indeed stupefying as we had not accessed the internet for 5 months but we got the credit for only 3 days.
Nothing happened after that and we contacted Tata Indicom customer service and spoke to Mr Vijayendra on 29/10.2010 who also informed us that our complaint was closed as the problem had been solved. He also told us that there was a major cable problem. On informing him that nobody from the technical team even came home to solve the problem, he elevated the file to urgent status. Finally somebody from the technical team turned up after 5 miserable months and got the internet connectivity for our connection.
Our joy was shortlived as on 30/10/2010, we again lost the internet connectivity and have been with internet ever since. We called up customer service on 30/10/2010 and spoke to Mr. Santosh who gave us yet another complaint no. 13060396 and said the problem will be rectified within 24 hours.
We got the internet connection after 2 days but have lost it again since. I called up the customer service yet again on 6/11/2010 and spoke to Mr Rakesh who gave me a complaint No. 20000709. We are yet without Tata indicom internet and we have been regularly paying for not using the internet. So for accessing the internet for just 4 months, we are paying the fees for the entire year which is crazy by any standards. My Brother in law uses Airtel and he has never witnessed such a frustrating experience.
We even called the Tata Indicom Nodal Office and spoke to Ms Hemalatha about the billing. She informed us that nothing could be done about the billing. On informing her that I would complain to the consumer court, she advised me to do so. Hence I have sent a copy of this letter to the consumer court also.
We would like you to immediately rectify the following:
1. Internet Connectivity within 24 hours.
2. Somebody from the technical team to at least visit our home and check the internet connectivity before closing the file.
3. Credit for the period of Non Use of the Internet facility since July 22/10/2010 due to the problem of non rectification from your side.
In the event you are not able to satisfy our requirement, we request you to provide the full reimbursement for the non use of the internet period in this year so that we can change our services to Airtel.
Needless to mention that we have suffered immensely from the following due to your poor service:
1. Loss of Business due to poor access of internet
2. Loss of time as we needed to use the common internet facility at the stores and speaking for hours and hours with your poor customer service.
3. Loss of money as we made innumerable STD calls to your customer service at Hyderabad, and each call was not less than 30 minutes.
We request you to ease our burden by looking into the above matter immediately.
An Irate but Hopeful Customer,
Melwyn D’Souza
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Tata Indicom Broadband Connection problem not rectified even after 5 months 
Submit Complaint..Originally Posted by d.melwyn75
To, November 15, 2010
