Nitin Bhatia

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Tata Sky – Pathetic Service and Faulty HD DVR Box will cause it’s Downfall

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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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  • Lalit

    Hi Nitin,

    You can address your complaint to tata sky’s official handle @tatasky. They will check the complaint history. I once faced an issue where I paid for the package amount but my account was de-activated. I tweeted regarding this complaint and tata sky immediately responded to my tweet. All I had to do is submit my subscriber ID. The customer service team instantly gave a callback and my account was activated. I suggest you too should provide your subscriber ID either here or tweet regarding your issue with this complaint link. I am sure they will look into your matter and provide resolution for the issues you are facing

    • http://www.nitinbhatia.in/ Nitin Bhatia

      Dear Lalit,

      Thanks for ur valuable inputs, Just to add my complaint is regarding faulty unit which involve interaction with Front end service staff…May be Back end staff (as mentioned by u) must be doing good job but Front end staff/service is pathetic. Tks

      • Parag Kulkarni

        I had pathetic experience with tata sky. Even their system needs serious correction. It is frustrating calling their customer centre. Once you bought the box you are just trapped. Tata sky is the shame to name of tata.

        Parag Kulkarni

        • Anthony Dalmeida

          I had the need to contact the customer service due to fault in the reception in my Tatasky DTH. I requested for service at 11:00AM on 15/11/2012 by calling them up on 14/11/2012. I was surprised to receive an SMS from Tatasky at 8:00PM on 14/11/2012 that the service executive will arrive at my premises at 10:00AM on 15/11/2012. I was out of station and was scheduled to arrive at my residence between 10:30AM and 11:00AM. Due to the SMS I rushed to my residence and reached by 9:30AM. Waiting for the service executive till 10:30; called up the customer service and they tell me that they will check and let me know in 2:00 HOURS. Still waiting for the service engineer and their call and it is 11:45AM now.

          Is this called CUSTOMER SERVICE? God forgive them for they know not what they do in the name of Customer Service and the statement Customer is King.

          • http://www.nitinbhatia.in/ Nitin Bhatia

            I can understand as i have gone through same…Initially Tata Sky CC was best but now its worst. Alas !!! What a transition is such a short period.

  • Manish2683

    I have faced a worst experience with Tata Sky services. It is like a pathetic service provided by Tata sky.
    I have raised a request for reinstallation of my TataSky on 2nd of June. On 3rd no one from TataSky updated my request. I called them up and they told its in progress. On 4th again i had to call them back and again they put me on hold for around 10 minutes and no one ansered my call again. In evening of 4th i got message that person is working at my home but person was not even at my home. On 4th night i called back that why my request not processed and they told it is rescheduled and on 5th also it is not processed. And now they told that it will be done on 6th. What the shit its all about. Is it the service which you provide. Worst, pathetic experience. They have not processed a single request in even 72 hrs.

  • Diaselvis

    I agree completely. Tata Sky has a pathetic service. Their service response team is also not qualified to handle technical questions. I am waiting to dump the settop box in a polluted river lest the setbox pollutes a clean river.

  • N. Manikoth

    please give the mail id of ceo tatasky. thanks

    • http://www.nitinbhatia.in/ Nitin Bhatia

      Dear Mani,

      Due to privacy reason’s i can’t share email id on public forum but its available in public domain.. if will search with following keywords then on 1st page of search results only u will get the email id..Search Keyword string is “tata sky ceo harit nagpal email id”

      Tks

  • Vijay

    Dear Readers,

    I have been using TATASKY since 5 years.
    TataSky showers many offers to attract the new customers., once you buy it, you will be the victim of paying huge amount of increases in every recharge subscriptions. once you buy it there is no point in opting for another network/service as you have already paid huze amount for setup box. they just forget about the existing customers in terms of offers and features. recommend to avoid tatasky until you don’t mind shelling out huze amount from your pockets.

  • Bulee19

    I was a TATASky custimer for 5 years. I had multiroom connecton for 3 TVs. One SD box, one HD and one HD plus box. I was subscribing to Mega Lite package. When the HD box started to give problems, they replaced the box but it was again faulty. This went on for 3 times and each time they gave a box with some problem with another. To my horror each time they deducted Rs.225/- from my account. That was the last straw, I never recharged after my subscription was over. I changed over to cable remporarily and plan to go for some other DTH operator. TATASky keeps calling me every now and then asking why I don’t recharge. I mean they did not even bother to go over my complaints history and account history to check why I was not interested anymore. I give them just one answer – not to insult their human form and behave as if they were born with a donkey brain.

  • IPS

    TataSky Just Avoid … Shit Service and if you paid money in advance and want refund they will not refund money either.
    SO… AVOID TATA SKY