Friday, September 14, 2007

Tata Indicom and the art of Incompetence....

This is the letter I sent to their divisional headish guys, not sure whether this whill help....

Dear Ms. Navaz Karanjia and Mr. Shailesh Nandanwar,

Here is one interesting tale about the quality (or lack of it!) in
your customer service. Of course, I don't expect to receive a reply
from you. Thats your style (I mean your estimed company's.)

After checking the recent advertisement for Samsung Duo phone in the
newspaper (Times of India, Pune, Dated 13th September 2007), I had
called the customer care number mentioned in the advertisement to
request for a new "handset". Which by the way comes with a SIM card,
but still one has to take a connection with it, while I already have
one. So far so good, I don't mind taking a new connection as well.

Now I receive following calls - In that Order

1. From "A department" asking me whether I had applied for new
connection? I said NO. I had requested for new Handset and the guy
told me that one has to take a new connection.

2. Another call (now, I am surprised a bit, that your company actually
followed up a call, never mind.) asking me - Do you want a new Mobile
Connection. I had to re-iterate again. No I want a new Handset.

I am not too sure why is it so hard to jot down the following as a
Customer Request and why this cannot go to right department, in the
first attempt or atleast second or atleast third? "Mr. So and So has
requested for a new Samsung Duo phone, please follow up, this is the

Yours is a company, unique in incompetence, where a customer is
himself asking for a business and you don't have the right people to
deliver the basic service. It is unfortunate the level of service (I
am afraid, I can't think of a better or worse word for this) is
associated with a trusted brand like Tata's, but never mind when you
hire morons, you can't expect to do a half decent job of anything.

Hoping that you'd atleast read this email.



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