Beware of the telecos
Many mobile users resort to rate cutters to save on their phone bills .But the telecos cheat the customers even without the knowledge of the customers themselves.Here is how.The scenario is applicable for SMS/overseas reduced call/same network / different network rate cutters .Here's how .
Hi,I am vasudevan ,9xxxx 5xxxx.I made 2 complaints to Tata docomo customer care on 11/9/2011 and 12/9/2011 at 11 pm on both days.On both days I was promised by the representative a solution within 2 hours.To my utter surprise I am yet to get even an acknowledgement ( either via sms or E mail) of my complaints.Leave alone a solution to the complaints.
Complaint 1
I had registered my Tata docomo phone on your website with the number 9xxxx 5xxxx which is now disallowed for some reason now on the pretext that the number entered is wrong .In spite of correctly supplying hint questions for retreiving lost password I am only getting some comments like check ur tata docomo number or hint answer is wrong .
Solution 1
I need to be re registered for my Tata Docomo number 9xxxx 5xxxx
Complaint 2
For the same Tata docomo number 9xxxx 5xxxx I am a subscriber for the 1/2 p per second under the RC 66 booster pack which I had made on 8/8/2011.Since RC 66 is valid for 60 days , the same is valid till 7/10/2011.But without knowing that I had already done an RC 66 on 8/8/2011, I made another RC 66 on 12/9/2011 just because I received a promo SMS from TD .Agreed I made a mistake of doing a second booster of RC 66 when I was already a subscriber under the same plan.
Solution 2
When I am already a subscriber of a particular pay per call plan I should not have been made to do a similar RC of either RC 7 or RC36 or RC66 which would clash with my current booster pack plan even unwittingly or unknowingly as has happened now,The software program in Tata Docomo to enable a subscriber to choose a Bonus or booster pack should have been ( should be foolproof) since the customers cant always remember when they made a booster pack recharge.
Even now I came to know of this erroneous transaction only accidentally by choosing the option last 3 recharges made by me.Tata Docomo can try to escape by pinning the blame on the customer ( that is me) .This can only be an escapist reply and it does not hold water because a customer is not allowed to make any outgoing calls when he or she has zero balance because the software in place checks the balance every time a call is made and when there is zero balance it does not allow any outgoing calls .
It does not permit any outgoing call even by mistake when there is no balance .That is to say it is an intelligent software when there is a loss of revenue for the telecom company but the same software acts like an idiot when there is loss of revenue for the customer ( i.e. me ) or when there is revenue generation for the telecom company .
Also when a customer does not make a minimum recharge of Rs.200 for a period spanning 6 months , the software is intelligent enough to bar incoming calls even when there is sufficient balance for making outgoing calls.
My contention is simple if there is a way by which a customer can do do a wrong recharge it is the fault of the sytem not the customer or retailer.
I know the procedure involved in rectifying this anomaly is large .But that is why companies like yours have software testing requirements and solutions.If there were a loss of revenue to the teleco ( Tata Docomo here) then the teleco would definitely have taken care of this anomaly and rectified it ASAP.eg suppose a customer makes an RC 66 ( validity 2 months only ) but somehow due to an anomalous software enjoys the same for 6 months or is able to make outgoing calls even if he/she has zero balance will u not take action.Similarly u have to action now when the reverse happens ( that is when an over riding booster is activated on a currently active and valid booster pack is in vogue).
I hope I have made my point clear and expect a refund of my RC 66 failing which I shall be forced to write to Nodal appellate authorities / TRAI and port my number to some other teleco which may result in loss of income to Tata Docomo ( By way of not done recharges to the tune of Rs. 150 + 33 = 183 per month , approx Rs.2200 for an year , Rs11000 for 5 years till the year 2016 , when my SIM card's validity ends)
Yours truly K.Vasudevan
Many mobile users resort to rate cutters to save on their phone bills .But the telecos cheat the customers even without the knowledge of the customers themselves.Here is how.The scenario is applicable for SMS/overseas reduced call/same network / different network rate cutters .Here's how .
Hi,I am vasudevan ,9xxxx 5xxxx.I made 2 complaints to Tata docomo customer care on 11/9/2011 and 12/9/2011 at 11 pm on both days.On both days I was promised by the representative a solution within 2 hours.To my utter surprise I am yet to get even an acknowledgement ( either via sms or E mail) of my complaints.Leave alone a solution to the complaints.
Complaint 1
I had registered my Tata docomo phone on your website with the number 9xxxx 5xxxx which is now disallowed for some reason now on the pretext that the number entered is wrong .In spite of correctly supplying hint questions for retreiving lost password I am only getting some comments like check ur tata docomo number or hint answer is wrong .
Solution 1
I need to be re registered for my Tata Docomo number 9xxxx 5xxxx
Complaint 2
For the same Tata docomo number 9xxxx 5xxxx I am a subscriber for the 1/2 p per second under the RC 66 booster pack which I had made on 8/8/2011.Since RC 66 is valid for 60 days , the same is valid till 7/10/2011.But without knowing that I had already done an RC 66 on 8/8/2011, I made another RC 66 on 12/9/2011 just because I received a promo SMS from TD .Agreed I made a mistake of doing a second booster of RC 66 when I was already a subscriber under the same plan.
Solution 2
When I am already a subscriber of a particular pay per call plan I should not have been made to do a similar RC of either RC 7 or RC36 or RC66 which would clash with my current booster pack plan even unwittingly or unknowingly as has happened now,The software program in Tata Docomo to enable a subscriber to choose a Bonus or booster pack should have been ( should be foolproof) since the customers cant always remember when they made a booster pack recharge.
Even now I came to know of this erroneous transaction only accidentally by choosing the option last 3 recharges made by me.Tata Docomo can try to escape by pinning the blame on the customer ( that is me) .This can only be an escapist reply and it does not hold water because a customer is not allowed to make any outgoing calls when he or she has zero balance because the software in place checks the balance every time a call is made and when there is zero balance it does not allow any outgoing calls .
It does not permit any outgoing call even by mistake when there is no balance .That is to say it is an intelligent software when there is a loss of revenue for the telecom company but the same software acts like an idiot when there is loss of revenue for the customer ( i.e. me ) or when there is revenue generation for the telecom company .
Also when a customer does not make a minimum recharge of Rs.200 for a period spanning 6 months , the software is intelligent enough to bar incoming calls even when there is sufficient balance for making outgoing calls.
My contention is simple if there is a way by which a customer can do do a wrong recharge it is the fault of the sytem not the customer or retailer.
I know the procedure involved in rectifying this anomaly is large .But that is why companies like yours have software testing requirements and solutions.If there were a loss of revenue to the teleco ( Tata Docomo here) then the teleco would definitely have taken care of this anomaly and rectified it ASAP.eg suppose a customer makes an RC 66 ( validity 2 months only ) but somehow due to an anomalous software enjoys the same for 6 months or is able to make outgoing calls even if he/she has zero balance will u not take action.Similarly u have to action now when the reverse happens ( that is when an over riding booster is activated on a currently active and valid booster pack is in vogue).
I hope I have made my point clear and expect a refund of my RC 66 failing which I shall be forced to write to Nodal appellate authorities / TRAI and port my number to some other teleco which may result in loss of income to Tata Docomo ( By way of not done recharges to the tune of Rs. 150 + 33 = 183 per month , approx Rs.2200 for an year , Rs11000 for 5 years till the year 2016 , when my SIM card's validity ends)
Yours truly K.Vasudevan
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