Saturday, September 15, 2007

Tata Indicom and the art of Incompetence (update 2)

After being horrified with Tata Indicom's customer service, attached is an update to a mail sent to the folks. I received two "mail undeliverable errors", while these are the adresses picked up from their website. Looks like I will have to start a blog dedicated to incompetence of Tata Indicom.

Attached is the mail in original...

Remember this is the website of the second largest conglomerate in India and the webmaster address is not reachable. Can one imagine the impression an external guy is going to have? Ditto for the corporate.Affairs email address for a company website.

This is an automatically generated Delivery Status Notification.

Unable to deliver message to the following recipients, because the message was forwarded more than the maximum allowed times. This could indicate a mail loop.

"This communication (including any accompanying documents / attachments) is intended only for the use of the addressee(s) and contains information that is PRIVILEGED AND CONFIDENTIAL. If you are not the intended recipient, you are notified that any dissemination and/or copying of this e-mail is Strictly prohibited and you are requested to delete this e-mail immediatelyCommunicating through e-mail is not secure and capable of interception & delays. Any one communicating with Tata Companies by e-mail accepts the risks involved and their consequences. While this e-mail has been checked for all known viruses,the addressee should also scan for viruses and notify the originator or e-mail Thank you for your co-operation."

Final-Recipient: rfc822;
Action: failed
Status: 4.4.6

---------- Forwarded message ----------
From: "Abhijit Gadgil"
Date: Sat, 15 Sep 2007 17:17:38 +0530
Subject: Fwd: Horrible Customer Care Experience (TTML)
Dear Mr. Hussain,

Being a customer and shareholder of your company, I believe I have a
right to ask few questions about the nature of operations of the
company. A reply from you may help me decide whether I should continue
being both or neither. I am afraid, my current inclination points to
later, based upon the recent exchange with your company regarding a
Samsung Duo phone. This is going to be my final attempt at banging my
head against the wall (probably, I am just an optimist, that you'd
improve, or a downright fool.)

Here is the detailed story -

Recently, I have seen the advertisement for Samsung Duo phone in News
paper and looking at the specifications was inclined to buy that
phone. The details of that experience are narrated in the mail
attached below, if you care please read that. I fail to understand
some very basic things.

1. If the handset comes with two slots for SIM cards, and ther is a
slot for a CDMA SIM card, why I cannot use my current prepaid SIM card
with the handset?

2. What if I really buy a new connection, but of course "being still
somewhat sane, inspite of being your customer", I would like to retain
my number and are you saying thats not possible? Or in other words -
"Well you were idiot enough to trust with us before - Tough luck

3. I understand, there are various pricing mdoels, that come out of
creative(?) minds, which implies certain offers are packed in a
specific manner. Does it mean, you are going to loose some of the
customers for good because of those models. As a shareholder, I
believe I have a right to ask that question.

4. The competence of customer service is abysmal (I can not think of
any other word!). See below for a detailed discussion.

It is unfortunate that the quality of service is somewhat
questionable, which is a serious disturbing fact for me both as a
customer and shareholder, especially from a trusted brand like Tatas'.

The only good thing about you being you are not crooks. So ultimately,
I am left to decide between somewhat competent crooks and absolutely
incompetent but not crooks. If the "care for customer" is so pathetic,
I'd bite the bitter pill in that case.

If you care to look into some of these questions and answer me, I'd be



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