Request not processed correctly and was charged , No proper guidance by customer care executives

Location/place: Hyderabad

Name of company/service: Tata docomo

I am jitendra. I gave a request for gifting callmetune to my friend from tata docomo website. They did charge me 30 rupees. when i called their customer care to know what has happened. the executive informed me that song wasn’t downloaded only subscription charges were deducted from my balance. When i asked him how to download a song. he told me to dial 543211 and then press 3. I was charged for that call. I choose my favourite song from the website. I was charged 12 and 9 rupees for the calls to that number. I was unaware that calls to that number will be charged and neither did the customer care executive informed.
I followed instructions by that system. there is no way of choosing my favourite song it just said press 1 for next or 2 to select the song.

Later i tried to call customer care for more than fifteen times. But call wasn’t connected at all.

When you can’t offer a service perfectly. you shouldn’t run it.
I ask docomo to refund the amount charged to me. Try to educate your customer care executives and also develop a seperate procedure for executives to intiate or take up processing request to help customers choose their favourite song on the spot like in my case(semi processed or unprocessed requests).


Comments

4 responses to “Request not processed correctly and was charged , No proper guidance by customer care executives”

  1. I tried it again but once again same old story.
    what happened to docomo???
    Docomo seems to be interested in cutting 30 rupees from customers balance but not willing to provide the service for their customers. Give us a chance ” we will just cut 30 rupees of your balance but we will not do anything else”.
    Docomo is treating its customers like scape goats.
    If the service isn’t activated.I want my balance back the 30 rupees you have deducted on 22/04/13 and if not activated by 24/04/13 then another 30 rupees you have deducted from my account on 23/04/13.

  2. Tata Docomo Avatar
    Tata Docomo

    Dear Customer,

    Kindly provide us your Tata DOCOMO number, your alternate contact number and email ID so that we can get in touch with you.

    Thanks and Regards
    Customer Care
    Tata DOCOMO.

  3. My Number is 8121838980
    My email.ID:- srikar66@gmail.com

    I called up customer care today. They said they are going to refund the amount deducted from my balance by tommorrow morning. I was happy with that part but when i asked the executive how to use that facility of gifting callme tune. He said to call up customer care and they will process it by taking the request. If such option is available with the customer care executive then why did the executive with whom i spoke earlier misguided me and said to call 543211 and select the song and gift it.
    I was charged 20 rupees for the call to that number. When you’re customer care executives are not aware of how to provide proper assistance to customers. I even asked the executive that can he take up my request and process it. But he said that there is no such option and asked me to dial 543211 and misguided me. Because of his misguidance I had to waste my balance.
    Train you’re executives well first. As some are not even aware of what requests he can take up and process ( I even asked the executive that can he take up my request and process it. But he said that there is no such option and asked me to dial 543211 ) Stupid Executive.

  4. No refund till now. I called up customer care to ask about the matter.
    Again today the executive was saying to dial 543211 and choose song for gifting and he said that he can’t activate it by taking request.I asked him how to choose my favourite song. He said he’ll transfer the call to some other person and kept me on hold for a minute and then call was disconnected.
    This is the kind of care and service you provide to your customers.
    Really damaging the brand name of TATA

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