[Resolved]  Tata Docomo — Blackberry Service STILL not working

Address: Bangalore, Karnataka

Date: 18 Jan 2011
I am Sandeep KS from Bangalore, and am using a Tata Docomo Post Paid number, bearing [protected]. I migrated to post paid from prepaid on 12th January 2011. I was also told that the active Blackberry service on my prepaid for which i had paid Rs.399 will be transferred to the post paid account. From then on Blackberry service stopped working. However I thought it wont work until the activation process of Post Paid account is complete. I got an sms on 14th saying the account is active and customer service executives also told me that my account is completely active with blackberry services. But unfortunately the Blackberry service was not working. Even after raising several complaints, no action has been taken regarding the problem I am facing. When ever I call Tata Docomo blackberry technical support or 121, they take my details and tell me that the issue will be escalated and will be resolved soon. I was also promised that it will be resolved by 18th Jan 2011, evening 8pm but it did not get resolved.
The blackberry service costs 399 rupees per month and hence i am losing Rs13.33 everyday. I am having a very tough time dealing with the 2 customer cares, one the blackberry customer care and the other normal customer care. Both blame each other for the problem and I am suffering in between. Even today when i called, one of the agents in blackberry technical support of tata docomo told me that it will be resolved in 48 hours and in the afternoon, another agent had told me 24hours. I want to close the post paid account if it is not resolved at all.
Sandeep K S
[protected]
Complaint Number 2696583 CCM
Bangalore


Date: 19 Jan 2011
Dear Sandeep,
We have received your complaint and we will ensure it is resolved soon.
Thanks and Regards
Customer Care
Tata DOCOMO.



Date: 20 Jan 2011
The complaint, bearing the number 2696583 CCM, is still not resolved. I am still facing the problem of not being able to use blackberry internet services.
The problem is that my Blackberry Internet Services is associated with my OLD sim card. If the system is updated with my new sim card number which I have provided, everything will work fine. For this to be done, everytime I call, "Please give us 24 HOURS to resolve this issue" is the only answer I get.
PLEASE TELL ME WHEN YOUR 1ST HOUR STARTS, so that i can start counting the rest 23 hours. This issue was to be resolved on 18th Jan 2011 as per your records.
The blame game between network team and tech support team continues though, but the issue remains unsolved.
Sandeep K S
[protected]
Complaint Number 2696583 CCM
Bangalore


Date: 21 Jan 2011
THE ISSUE STILL STANDS UNSOLVED ...
The worst service ever I have opted for in my life...
Technical team does not work at all...
Managers arent available in the so called "24/7 technical support" office to resolve the issue.
THE CUSTOMER SERVICE AND TECHNICAL SUPPORT OF TATA DOCOMO ARE THERE ONLY TO CONSOLE THE CUSTOMER AND NOT TO SOLVE THEIR ISSUES
Standard dialogue since 15th January 2011 till date "Sir we have escalated your issue... it is being working upon by our technical team. Please give us 24 hours to resolve this".
I wonder when their 1st hour starts ... for me to count the rest ..

I have till date talked to Blackberry Technical Support team at Tata Docomo so many times that I know almost everybody over there.... Mr Karthik, Mr Fiaz, Mr Lokesh, Ms Reshma, Ms Anshu, and the list goes on ...
All have falsely promised me it will be resolved by the end of that particular day i had called or 24 hours from the time of call.
Mr Ranjeeth, The supervisor was RUDE and disconnected from the customer support chat application.

I have also talked to one of the managers in the "121" customer support service named Ms Nirmala.
She promised it will be solved by yesterday evening

IF TATA DOCOMO CANNOT SOLVE THIS ISSUE, THEY CAN AS WELL TELL ME THAT THEY DO NOT HAVE THE KNOWLEDGE, MANPOWER OR THE TECHNICAL SKILLS TO SOLVE IT AND DISCONNECT MY SERVICE AT IMMEDIATE EFFECT.
I WILL BE VERY VERY VERY HAPPY TO MOVE OUT OF TATA DOCOMO POST PAID ACCOUNT IF THEY TELL THIS TO ME.

Sandeep K S
[protected]
Complaint Number 2696583 CCM
Bangalore