Tata Indicom: Dead Horse

I recently purchased a Tata Indicom "Plug 2 Surf" USB modem. I already have a broadband connection at home but I needed a USB modem since I had some travel plans and wanted to stay connected. High hopes!!!

15 Minute Customer Delight

I called up Tata Indicom customer care to enquire about the offers and plans. I was told about a great offer and was told that an executive can deliver the modem at my door step. I was pretty happy with such service. Didnt know that it was just a bait!!!

The Actual Customer Service Starts

Villain#1 (Sales Executive): The same day, a sales executive came to my place and asked me to fill a form. I did that. Then he took the money and got up to leave!!! I asked him for the USB modem. He told me that someone else will come to verify the address and that guy will give the USB modem. Later, the customer care executive called and asked whether I have received the modem or not!!! When told about what happened, she almost scolded me for not taking the modem from the sales executive. But madam, how am I supposed to know that your executives can be cheats??? I tried calling the sales executive but he did not pick up. This happened for the most part of next day as well. Then I received a call from the customer care. I was told that I will get the modem in half an hour. After waiting for an hour and half, I called up the sales executive and he said that he will be at my place in 15 minutes. After several more calls and a couple of hours, he sent a boy with the modem. The boy knew nothing about the device, laptops, installation process etc. He just told me that he cant help much and my connection will be activated by the end of day.

Late in the night, I tried connecting the modem. Nothing happened. Then, I figured out that there is an installation CD that has been provided. For some reason, this was kept a secret!!! May be they thought that CD has documents related to national security or probably the design details of Tata Nano!!! Anyways, after installing the CD, the modem started to work....at least the signal strenth related numbers suggested that. But there was a "small" problem.....none of the sites were opening. Probably, the Tata Indicom folks thought that I have taken the connection just to check out the signal strength!!!!

I tried calling the customer care(technical)!!!! I was asked for a 10 digit number!!!! More mysteries!!!! I was never provided with a 10 digit number. I went through the manual and realised that the number is actually a phone number. Luckily I have a CDMA phone. I plugged the sim card in my phone and checked the phone number. Later, I was told by the customer care that a technician will come to my place in 12 hours. He almost admitted that someone should have communicated the phone number to me.

Villain # 2 (Technician): The technician came to my place and within 5 minutes decided that I need to format my laptop!!!! Threw some technical jargons to suggest that the problem is with my laptop. How convenient!!! I suggested him that he should try connecting the modem to his laptop. Surprise Surprise!!!! It did not work!!! Then he tried connecting his own modem to his laptop....that didnt work either. Then came the best solution. It cant work at my place so I should go outside my home to use the connection. I visualized myself sitting under a tree outside my home and checking my mails. I almost smiled. I asked him to get out. How rude of me!!!

Villain # 3 (Technical Support Call Center): I called up the technical support and asked them what shall I do now. They told me that the connection may not work at my place. In that case, I can ask for a full refund. But for that, a technician will have to report that the connection wont work at my place. I told them that a technician has already visited and he has told me that the connection wont work in my house. But the customer care exec told me that the technician has reported back that the customer is using his personal modem and there is a problem with the modem!!!! WOW!!! I told the buggers that I have purchased the modem from Tata Indicom only. Then I was told that I can go to the nearest outlet, fill a form and ask for a refund. Finally!!!

I did just that. I went to a nearby outlet but.........I was told that they cannot help me. I called up the customer care and they told me that only the executive that delivered the modem can help me with the refund!!!! And we curse the government for bureaucracy!!!!

I tried calling the executive. For the first 10 thousand times he did not pick up. Then I sent a message to him that I am going to lodge a police complaint against him. In 2 minutes he called up and told me that he was in a meeting. Not even Ratan Tata would be so busy with meetings!!! He came up with another brilliant solution. He told me that it seems that I have not installed the CD properly so he will send someone to install it!!! I told him that it says connected but none of the sites are opening. He told me that in that case, it is a problem with signal and contact technical support. He also told me that in no case will I get a refund. I called technical support and talked to them in the most colorful language that I have ever used. How rude of me!!!

Villain # 4 (Billing Team): In the evening, someone called up from the billing team and said that he can close the connection if I want. I asked that I will be more than happy but what about the refund? He told me that there wont be any refund made. And he told me that I should try taking the modem with me on the trip and it will surely work.

I did that. But, as expected, the modem/connection did not work!!!

I have thrown the modem!!!!

Lessons Learnt:

1. Never use a Tata product as the product and the customer service sucks

2. I was planning to get a Tata Sky connection but now, thats out of question

3. I should try "anulom vilom" and "pranayam". I am a BP patient and I can easily have a heart attack while dealing with customer care executives. I was on the verge of heart attacks several times during this whole process.

4. Tata Indicom has launched a new product. In its promos it shows that race horses to suggest the speed. I beg to differ. I think Tata Indicom is in the business of selling "dead horses"

4. I know solved the mystery regarding vampires and draculas. I know where are all of them now. All of them are working as customer care executives. I think the biggest eligibility criteria for becoming a customer care executive is that you must know how to suck the blood of the customers!!!!