Tag Archives: customer

Tata Photon+

I got Tata Photon+ mobile broadband connection during 2010, it worked well initially for a month or two.I can notice, their services have been degrading since then (late 2010).

Connectivity is not an issue, but download speed and latency.

A recent test results done on June 6, 2011
Tata Photon+ Speed Test 1 against Delhi Server Tata Photon+ Speed Test Results - Mumbai Server

We all know, most of marketing/advertisements campaigns are big lies.  There is big disconnect between the idea/dream they show and the reality.

In the case of Tata Photon+, they advertise about giving ‘up to 3.1 mbps’ download speed BUT I am yet to get 1 mbps consistently for an hour, leave alone days.

I guess, this is location specific. Places like Kanpur and other cities in UPE are not given enough of importance (network infrastructure and attention)?

Whenever I complain to Tata Photon Customer Support, someone visits, tests using speedtest.net against Delhi/Mumbai servers, and shows me test results (skewed?) which is generally in range of 600 kbps to 1.2 mbps.

When I show him results of tests done against servers in USA and Europe, they would argue  - which reflects their ignorance about technology and terminology (ping, latency, etc.)

Yesterday, I filed another complaint over phone. I got a call asking if I was in front of computer, I said “No, but I would be in couple of hours and tomorrow”. After couple of hours, I got a SMS suggesting my complaint-ticket had been resolved and marked as closed. Really? No one visited me.

I filed another complaint using web-site, got around 10+ calls within 12 hours. All of them asking same question “What’s problem sir”. I don’t understand, why didn’t these guys look at their CRM and read the details (which included the speedtest.net test results)?

Anyway, one of those guys (from some Tata hired agency) visited me today. He repeated the same process of testing against two Indian servers using speedtest.net. This time, he got lucky speed results showed around 1 mbps agaisnt Delhi/Mumbai server. I requested him to visit again tomorrow in afternoon and perhaps at different location.

During middle of meeting, this fellow stood up and walked out. I followed him to ask what happened?

He misbehaved by saying “I heard enough, I am going. That’s all we can do”.

I felt offended, I asked about his details, he denied giving by saying “Do whatever you can”. He left ignoring me.

I feel bad as customer, and also because I have been a Tata employee. I had never expected, one of Tata companies would do such things i.e. poor service and worst customer support (not at phone, but at ground level – those visiting agents).

I feel, I have wasted so many hours talking, thinking and complaining. No one wants to listen and do anything.

Updates:

  • June 24, 2011: I found Tata Photon very slow at my residence, hence filed a fresh complaint (requested that someone should visit me on Sunday at my residence to test speed in that area) via phone. CSR said, they don’t work on Sunday, I said – I can be available on weekdays provided an appointment is taken.
  • June 25, 2011: I received two calls from Tata Photon support team. In both calls, I was asked same question “what is problem, sir?” with one difference, in latter call I was told that they can visit me on Sunday
  • June 26, 2011: I got a call, where I was asked same  and some more questions:
    • What is problem, Sir?
    • Did you buy device with warranty?
    • What speed do you get?

    I told them, “I am happy with the device but not with the signal and speed in this area (my residence), hence needed someone to visit me and test speed here”. They asked me to go to Tata Photon centre, around 8 kms from my place. I asked, “how can they test issues of this area in different area?”.

    They threw another bomb by saying, a fee( INR 75) needs to be paid by customer, if he/she wants technical-support-engineer to visit customer’s place?

    I got upset and reminded that this is mobile-broadband. Isn’t it their responsibility to make sure connection signal and quality is good in all areas?

    Anyway, that was new, I had not paid such fee earlier.

    I asked, when did they start charging? She said, “Yesterday”. I reminded her, I filed complaint day before yesterday. She said, it has been started on June 20, 2011.

    I asked her to pass the call to her senior, who ended up saying the same thing. I told them, the policy is ridiculous.

Why a customer has to pay extra to get service related issues checked/fixed? Isn’t customer already paying every month? Isn’t it Tata’s responsibility to provide services as they promise?

I have invested some money and time to get the device and connection; I can switch to different provider, but device might not be reusable unless someone buys it from me.

Once again, I am disappointed by Tata Tele’s services. I am going to move away from them and would not recommend Tata Tele’s services to my family and friends.

More Updates:

  • June 28, 2011: As an last attempt, I wrote an email to Tata Tele Services contact and also copied the same to UP East Nodal Officer.
  • June 29, 2011: I got a call from a senior Engineer, who visited me on the same day. During 3-4 hours long troubleshooting, he figured out the reason behind slow speed, which is, HSIA signals was not as strong as CDMA 1X, and some tower issues.He got an antenna installed, on the roof-top, and connected to my USB device. He promised to get a repeater installed during weekend, so that all devices at our place can get better quality signals.
    Once antenna was installed, and some augmentation was done in one of the towers, things improved a bit.

    He seemed a good professional and knew the stuff. He earned my respect. I learnt, good guys are very overloaded because someo of their peers don’t do their work properly :-)

  • July 2, 2011: Two Tata Photon smart junior-engineers visited and installed a repeater at our house. The senior engineer kept his word, he earned more respect.I can feel the difference now; Two different tests during last 5 hours have given very positive results, as shown below:

    Tata Photon Speed Test Tata Photon+ Speed Test Result

    Tata Photon+ Speed Test using 2Wire.com

    Once again, I gave my feedback about service and the misbehaviour by one of their peers. I am sure, the good-guys would fix things by putting peer pressure and leading by examples.

    As far as fee for visit is concerned, I was told by one of the engineers, it is for the cases where customer’s device or computer is found to be faulty, not the service. I wonder, why I was not told the same earlier during the call, which made me upset?

    I am going to wait for couple of days. If I get consistently better quality speed, I would strike out the line (about not recommending) above. Anyways, there are some issues with Tata Photon+ customer support and service, which would need to fix, so that all issues can be resolved without any escalation.

    Tip: Choose HSIA from network-settings of Tata Photon+ dialer, this would force modem to use to HSIA enabled towers/frequencies and would avoid using CDMA 1X.

Professional Responsibility and Ethics

I would have spent hundreds of hours talking, about professional responsibility, craftsmanship and ethics, to my team. What you would read below, is a summarised version of the same.

If I sign up for something (a job, a project or something else), I am going to do it with responsibility. If I develop disliking for job/project at any point of time, I am going to:

  • reflect (validate, find causes/solutions)
  • communicate promptly and proactively all the times
  • challenge myself to keep myself motivated
  • try changing things around for better
  • find responsible exit strategy, if there is no hope

We live in free country, there is no reason to do wrong, like:

  • being dishonest with myself and others
  • doing anything (moonlighting, sharing confidential information, etc.)
  • being irresponsible towards my work, hence often repeat mistakes which cause loss to my employer/customer
  • being irresponsible towards, in general

Let me give some examples of wrong-doings, based on my experiences:

  • I lie (wrong reasons) while quitting the job
  • I do something, which I agreed not to do, for the sake of extra money
  • I don't spend enough time figuring out solutions of problem, instead I start running away from problems.
  • I don't communicate properly
  • I assume and judge based on rumours/gossips/assumptions
  • I quit without giving any notice and expect my employer to give me all certificates and positive reference
  • I request to be relieved from my duties without serving a required notice period. I promise buy out (i.e. pay money back to company/customer), which I never do
  • I take some days off from work but I never return back to work; I don't communicate and keep my employer posted on status
  • Above all, my actions are irresponsible, unprofessional and unethical

We all make mistakes. If I made one (wrong-doing) intentionally, it's not good. If I made one unintentionally, later realized it as a mistake, however, I keep repeating, what could be worse than this?

No one is perfect in this world, neither is the company/customer I work with nor I am. However, we can work together despite all these imperfections without doing anything wrong (ethically, professionally). There is always a right option, thankfully.

Good communication, at all the times, always help us doing things right and avoiding wrong ones.

I am not sure, if I could express what I want to say; I hope you can understand what I mean.

Please leave your comment and feel free to correct me, if I am wrong somewhere. I am always open to learn about different perspectives and improve myself.

Apple India: Broken Service Process

In India, Apple service doesn’t work well. As far as I know, most of Apple customers in India end up paying more to purchase the same products than someone in USA or other countries.

Why are we treated as second class citizens?

Anyway, the current Apple support process in India seems to be:-

  1. Register service-request with Apple India over phone
  2. Take your Apple device to nearest apple-authorised service-provider (AASP)
  3. Give the case-id given by Apple India Support(in step #1 above) to AASP
  4. AASP would run the diagnostic tests, if required, get the parts and fix things.

You might think, that’s a nice process and should work fine?

There are some issues in above process:-

  • Apple India might not register your request and can get away by saying your hardware is overused and not covered in warranty anymore. Unless you are confident and technical enough to explain them things. Not everyone can do that.
  • Not all cities have any authorised service-providers
  • AASP might not be trained enough to deal things as per Apple standards.
  • AASP might have broken process within their organisations, i.e. it takes them days to get details/approvals from their own headquarters and bosses.
  • AASP might miss a step or two required before they can order the parts. If they do it, later Apple makes their life miserable by asking many questions. Eventually a customer suffers.

My recent experience with Apple support process has not been good. Continue reading

Air Deccan sucks

I was stuck on Mumbai airport for 5-6 hrs because of the worst services by Air Deccan.

My flight to Bangalore was supposed to depart at 1130 hrs. I got a sms early morning that flight departure had been rescheduled to 1445 hrs. When I reach airport, I find that departure is further rescheduled to 1600 hrs. When I check-in, I hear an announcement that flight is delayed by fifteen minutes. Only fifteen minutes?
This is really bad and it seems Air Deccan doesn’t care about passengers. My one day is completely wasted and one more leave is reduced from my leave-quota in office :(

Just a couple of weeks back, when I was coming back from Kanpur to Delhi, I was charged Rs. 70/KG of extra-luggage by Air Deccan folks. I was told by their booking-agent that extra-luggage cost is Rs. 25/KG, I confirmed this twice because I knew that I would be having extra-luggage.

Thanks GOD, I had some cash with me otherwise Kanpur airport is in outskirts,miles away from any ATM. And these guys don’t accept cards at check-in counter so what would have happened if I didn’t have enough cash to pay? Either I would have to leave luggage and take flight or I would have to go back?
Later, when I sent a mail to Air Deccan folks, they asked me to see point number x in terms-and-conditions sections on their website.
Anyways, I would prefer not to travel by Air Deccan in future.