Saturday, January 12, 2013

Thank you Docomo. People should learn customer service from you

I do not usually write these kind of negative posts. But I had to write this.


This happened half an hour ago.

Tata Docomo has been deducting Rs. 1.50 daily from my account from the last 20 days or so. At first I thought it was charge for a call but later when the same amount deduction was shown daily I knew. Lazy as I am, I thought of complaining about it someday. And today when the wifi went down for a few minutes, I had nothing to do and so I called them expecting to get a balance refund.
I live in Hyderabad. I understand only Hindi and English but the IVR system started blabbering in Telugu (atleast give a choice to select language first). Somehow after multiple rounds of trail and errors I press some button combination to connect to the customer care. He started off in Telugu even when I was using English. 


Me: Hi, I am a prepaid user. I am being charged Re. 1.50 per day since last 20 days for something I did not subscribe.
CC: (blah blah in some language I did not understand)
Me: Sorry I could not understand your language. Can you talk either in Hindi or English ?
CC: Let me look... oh yes you have subscribed to Movies updates (he said something like that)
Me: (What the **** are you talking about. I do not even watch them) Listen I have NEVER ever messaged to the 5 digit numbers for any service activation since the 5 months I am using your service then how did it get activated. Neither I am getting any SMS updates for Movies (thank you very much for this).
CC: No sir, your record shows it is activated. That means you must have activated it.
Me: That means I cannot get my money back.
CC: No sir.
Me: (banging head against wall) Could you atleast deactivate it ?
CC: Yes, Do you want information for any other services ?
Me: (forgive me for calling you) No thank you. Please deactivate this ASAP.
CC: Yes sir. It will be deactivated within 4 hours.

I email their nodal officer but the email delivery fails as the email id given by Docomo only accepts mail from their own domain. So I need to change my job, go work for Docomo to lodge a complain for their malpractices and shitty service.


Disappointed, I go for dinner and after an hour or so. I have a message waiting from C-Care. Expecting it to the end of all this I read it.

"Hi! You have been charged 50p for your call to the call center agent at 121."

Thank you Docomo.