I am a Tata Sky customer for a long time (4 years) and recently I kept seeing a few channels were not available. The message showed that I need to convert my set top box to MPEG4 to access these channels. They asked me to sms Y to 55663. I did so, and within a day the Tata Sky installation person came over on 25th Sep 13 and changed my set top box. Things were fine until suddenly on 28th Sep, all the channels on my connection disappeared and I keep getting an error message saying "This is not the right Tata Sky digicard for this set top box. Please call Tata Sky helpline for assistance on; 1860 425 6633, 020 66006633, 040 66006633, 0172 66006633."
I called up on the first no. (which is not toll free by the way). It took me 10 minutes to explain my problem, since clearly the customer care executive was not very well trained in English. It took me a lot of time to understand what she said (her English was quite exotic, no grammar, no punctuation). Finally, she explained to me that it would take 12 hours to get this issue resolved. I asked her to connect me to a superior so that I could understand what the issue exactly is. I was told that her Manager would revert within 15 minutes. However, I did not receive any call that day.
Next day after coming back from office in the evening (24 hours after my last call), the same issue persisted. I called up the Installation engineer who had come to my home to install this set top box. He simply told me, "This is not my responsibility, please call customer care". I requested him to have a look. So he said he will try. Before I could provide him any details whatsoever (I was not also calling from the Tata sky registered mobile no., just in case he wanted to search my account through it) he dropped the call. I tried to call him back and he deliberately cut the call.
I called up customer care once more and the same story continued. I have been assured that the issue will "surely get resolved" in the next 24 hours.
The kind of behaviour and lack of professionalism I experienced from the Tata Sky employees is simply appalling! Specially, because of the brand value that Tata carries. I am disappointed and disgusted with the kind of response and arrogance I have received. Surely, this needs to be sorted out.
There also seems to be a huge gap in the mechanism and framework in which Tata Sky functions. Why does it take so many manual interventions to update my profile? Surely, this can be automated. This is simply lackadaisical and unacceptable.