Non Transparent/ Non customer friendly service

Location/place: Pune/Pune

Name of company/service: Tata Docomo

My name is Arvind Mohan and I have taken 3G dongle from one of the Tata docom representative on 5th March with 3 month Advance rental (5 GB – 3G and thereafter 2G unlimited) plan. My 3G dongle number is 8087001621. First one month, I didn’t have any problem and was very happy with the service. After that, I have gone through major issue with Tata docomo non transparent services. I was constantly getting Service disruption due to non-payment of charges. I was not able to understand when I have already paid all the initial charges and it is an unlimited plan than why I have to pay any charged at all for at least next 3 months. After talking to Tata docmo customer care, they told me that I have to pay 167.00 as one of their engineer visited my location to resolve the Tata 3G dongle problem and as problem seems to be with my laptop so I have to pay. First time in my life I have seen this type of charge being applied by any company. I have asked person to visit because I was not able to use 3G dongle and unless Tata docomo person come and he checks that root cause, how anyone could identify the root cause of problem. What If I would have taken a decision of not going ahead with Docom 3G plan and consider other option if dongle was not working from my location. From the same laptop, I didn’t had any problem using Sify and other Tata phone 2G dongle. Despite all these I have paid the 167.00 bill.

Even after paying this amount my Service was not enabled. I have called customer care of reason. Customer care told me that I have used dongle in roaming using 3G and that’s why I have to pay now apprx 3500/- amount as roaming charges. Before going in roaming, I have asked customer care as well as Tata docomo representative and they have told me that I don’t have to pay any additional charges as roaming is free on my plan.
I have only issue that Tata docmo customer care and Tata docmo representative should communicate properly to customer for all the roaming charges So that customer use it accordingly. I have used this dongle as per the instruction provided by Tata docmo customer care personal. No one has told me that I have pay anything extra. All of them told me only one thing that As my plan is unlimited 2G plan after 5 GB of initial 3G speed, so I don’t have to pay anything extra. I also have provided call details when I have contacted to customer care, but as usual no response. I have escalated this issue to appellat and nodal level but no one even bother to reply on my issue.

After going through peak of frustration due to this non transparent, non-customer friendly service of Tata docomo, I have finally decided to pay the amount as I don’t want to run away and later face any legal mails/notices. I will never recommend to take services from Tata docomo due to such a poor customer service.