New packages being forced to old customers -

[Divya Aggarwal]

After using Tata Sky for over three years and same packages I have found Supreme Sports Pack in my account all of a sudden and it was applied without my permission but after a sales call which lasted 1:50 sec. I clearly remeber telling the sales person that I will not change my existing package as I like it even if the new package is cheaper. They are trying to create a English Hindi divide. They have move all english news channel into a new pack and the masala hindi channels as base pack. They have also move popular Astha and Sanskar as additional packs. Practically if you add it all it was in access to what i pay till date. First when I called at the call center he rectified the mistake and got the channels back. Next day the backend team again changed my channels and depleted my accout by 750 rupees. On repeted request TATA SKY is not able to revert my channels back. Can this Forum HELP !!Communication to SKY is as follows ~~~~~~~~~~~~~I have been using Super Saver Package for so many years now with Lifestyle Gold and Fun Learning. I have never opted for any Supreme Sports Pack which I am forced to watch. Even after repeted reminder (2 days now) at call center I see no change in service. I request you to revert my account to Super Saver Package with with Lifestyle Gold and Fun Learning. I had paid Rs 1000 on 19 April 2011 and the account shows Subscriber ID 1002618534 Current Balance as on Friday, Apr 29, 2011 at 20:12:36 IST Rs. 99.35 Due Date 05/05/2011 Where has my money gone!~~~~~~~~~~~~~~~~~

 

[agantuk]

You say 750 has been deducted. That can only happen if you have been given some kind of a quarterly or semi annual pack. They cannot just change a package like that. Call them up and ask them to show proof - any email, chat, or call recording - showing that you asked for the change. Be adamant, and ask to speak to a supervisor.

 

[Divya Aggarwal]

I have few more details to share. I had downloaded and the online statements and transaction history from the site as Images and downloads. Now after my complaint they have deleted the transaction history from the site. What World class cheating!! Mr TATA getting his name spoilt like this. Also on calling up the call center they are saying from over 40 Hrs some on is working on the case. Day before last they said some one will be able to fix this in next 24 Hrs. After 36 hrs when I called up the call center, I got a reply saying in 2 hrs some one will be able to fix the problem. On phone they have accepted it to be their mistake for conversion of package but they are not able to fix it!! I think very soon it will be time to say TA TA to Tata Sky.

 

[devx101]

^^ nice 2 see a female member up here...perhaps the first in IBF.

 

[soodgautam]

I have few more details to share. I had downloaded and the online statements and transaction history from the site as Images and downloads. Now after my complaint they have deleted the transaction history from the site. What World class cheating!! Mr TATA getting his name spoilt like this.

Also on calling up the call center they are saying from over 40 Hrs some on is working on the case. Day before last they said some one will be able to fix this in next 24 Hrs. After 36 hrs when I called up the call center, I got a reply saying in 2 hrs some one will be able to fix the problem.

On phone they have accepted it to be their mistake for conversion of package but they are not able to fix it!! I think very soon it will be time to say TA TA to Tata Sky.

1) Many Hindi speaking people might not want to watch English channels and other way around - I think its a good move to separate them into two different buckets ...i dont see that as creating a divide between English and Hindi
2) Deletion of transaction history by people working to resolve your problem is NOT POSSIBLE. Customer service team can NEVER make any such changes in any CUSTOMER RELATIONSHIP MANAGEMENT (CRM Software)

Now ...coming to the solution part
1) In future if you ever complain on any call center - ensure you take the service request number and quote this service request number in further communications
2) Write a detailed mail to their customer care - that will be documented proof which can be used later (ask for service request number in the mail)
3) Put the points mentioned above in the mail -
a) Your transaction history being deleted
b) You categorically telling NO on the phone to the Sales Call person

Hopefully they will understand the error at their end and reverse the transaction.

 

[Divya Aggarwal]

I have just received an SMS stating service is resumed as requested. But my online account still does not show any old history or transaction details. I missed watching the Willam & Kate wedding at BBC in the mayhem. Thanks to all who helped or just stood there in support. Regards

 

[beekeys]

please avoid to publish subscriber ID.................