I am using Tata Sky from almost 4 years and in Jan’12, i purchased Tata Sky+HD based on merits of product (on paper)…..Obviously on paper, a product might look 7th wonder of the world but only after using the same for 3-4 months u can find out its merits & demerits.
Now its been almost 4 months & its time to write a review on Tata Sky (Tata +HD DVR & Customer Service)…Again on papers, i might be premium customer of Tata Sky as i have Tata Sky +HD DVR with multi TV connection & i have subscribed to Mega Lite Pack…But now Tata Sky is setting new standards in pathetic customer service…You can imagine, if they are treating premium customers so badly then what will be the plight of Normal Customer.
Let’s start with service review 1st then i will come to product, At the time of installation of Tata Sky+HD DVR, i was suspicious that unit installed at my premises is either second hand or refurbished (Most companies repair the defective units and refurbish them for fresh installation)…It started giving problem after some time…On May 03, 2012 (Thursday) i called Tata Sky Call Centre & registered my complaint…Same day evening i received call from Mr Chetan (Mob No 97*****861) and he fixed my Service Visit for Friday (Though at the time of registering complaint, i requested for visit on Saturday’s)…Since my objective was to get problem fixed asap therefore i agreed on Friday visit…On Friday, i kept waiting and no one turned up to attend the complaint…I tried Chetan’s Mobile No. but he is so busy to either pick up call or inform customer that they will not be able to come…Customer is idiot and fool as he keeps waiting for them to come..
Anyways i understand with such a big scale of operation, 1 day delay is acceptable…On May 5, 2012 i.e. Saturday Morning i tried Chetan’s mobile but it was either busy or he was not picking up call…At around 12:45 PM, i received call from mobile no. (97*****284) & this person told me that he is from tata sky and he will come by 2 PM…I kept waiting & no one turned up till 4:30 PM…I again called call centre and Tata Sky Executive assured my that someone will definitely come to my premises within 2 Hrs.
I kept waiting for Tata Sky engineer to visit & at around 7 PM i again received call from same Mob No. (97*****284). He told me that he will come by 7:30 PM…This person again called after 5 mins and asked me exactly what issue i am facing and i explained him complete details..He again assured me that he will come in half an hour’s time…Again no one turned and i keep waiting….I tried this person’s mobile and he was more busy then CEO of any company.
On May 06, 2012 i.e. today morning i again called Tata Sky Call Centre and biggest shock was waiting for me…I was told by executive that my Complaint (Registered on May 03, 2012) is CLOSED…Its quite disgusting, how can a company close the complaint without attending the same…Secondly she was not aware of nature of complaint i registered and she keep reiterating that as per their records, its only mentioned that i am facing some technical problem…I told her to register fresh complaint regarding the same but she refused to register fresh complaint. In other words she covered up entire episode.
Actually i understood the strategy of Tata Sky, they provide Service Request No even if it is complaint about product or service that is why they mentioned my complaint as “Technical Problem” in their records, they never mentioned it’s about faulty “Tata Sky+HD DVR”….They will close the service request without attending the same….What else customer will do, he will again call the help desk and they will not entertain any further complaint from customer’s end on same issue & customer is left in Lurch…Internally to top management on records they will show they are BEST SERVICE PROVIDER.
Now after Pathetic service, i would like to share my experience on faulty and Sub Standard Tata Sky +HD DVR Box
1. Recording: Its a major issue in Tata Sky+HD DVR, many a times i observed recording gets failed due to Unknown Error…Error Message is “Reason for Record Failure Not Known”…I observed, a program is being telecasted but it does not get recorded due to this unknown devil. I bought Tata Sky+HD DVR for recording programs and if this functionality is not working properly then what’s the use of this Box..It’s as good as another showpiece in my house.
2. Series Programs Link: It is a facility to record daily sops like Balika Vadhu etc & this functionality never works… Every time i select option to record series, the program gets recorded for that particular day and from next day onwards it does not record the program and even record gets deleted from S/W of the box..Its quite frustating.
3. Faulty Cooling Fan at the back of the box: The Cooling fan is also very moody, sometimes it works and sometime it doesn’t work…When it stops working and u r watching program, the box gets heat up and i am afraid that this over heating will cause permanent damage to Box.
4. Error in Video Resolution Settings: Every day when i switch on my Set top box, it gives error message to change my Video Resolution settings in organizer…My TV is Full HD 1080p and same settings i have configured in HD Box then i failed to understand why this error is coming…I called call centre many times regarding this issue & they themselves don’t know the reason behind this error..Every time they tell me to perform some actions and next time i again face this issue.
After this frustrating experience with Tata Sky, Now i have decided to dump off Tata Sky and will go for Airtel Digital HD Recorder as many of my friends are using the same…The Customer Service and Product Quality of Airtel is much better compared to Tata Sky…I will think that whatever money i have spent on Tata Sky+HD DVR, i have donated in Charity.
Update May 08, 2012: On May 06, 2012 i wrote a mail to CEO of Tata Sky Mr Harit Nagpal and shared my experience through this Blog’s URL. Same day evening, i received call from Tata Sky Call Centre and TS Executive promised me to resolve my complaint by May 07, 2012 (Monday). Unfortunately its been 2 days now but i have not received call with resolution. I am amazed to experience the treatment given by Tata Sky to so called Premium Customer.
May 11, 2012: Today morning i again sent reminder mail to CEO of Tata Sky and immediately i received call from Local Call Centre for replacement of HD+ DVR Box…Finally after 1 week, Tata Sky attended to my complaint today & replaced my Set Top Box i.e. HD+ DVR. I feel it became possible through power of blogging. Thanks to Tata Sky :)
Copyright © 2011-2012 Nitin Bhatia. All Rights Reserved.
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