Complaint Details

Status	:	Closed
Complaint No	:	0004257/2013
Category	:	Telecom
Date	:	17-04-2013
Subject Line	:	Bad service on DTH
Complainant	:	Shyamlal Padmanabhan
Address	:	#59, Chiramel House, Annasandra Palya
Complainee	:	Sun Direct
Address	:	Sun Direct

Complaint Details
I bought this connection in July 2012 with a one year warranty. The STB started showing errors in Feb 2013.

I called customer service department and been given solution; unscrew and screw the cable behind STB. I did it for some times and finally found that too not really helpful.
I Called Customer Service again and registered complaint. The complaint was resolved on 18 February. A technician replaced the STB with a used one and charged Rs 250. That STB also started giving the same problems as its predecessor.
I called the Customer service again and another technician came and replaced one used STB. He gave his name and number to call him if that STB is found fault. That STB started showing the same problems like its predecessors and I called Yogesh, the technician. He came and replaced another used STB. That too had the same issues as before.

I then registered another complaint thinking that this issue will persist as no technician is interested in replacing good STB. Then another technician called and asked what the complaint was. I did explain it to him. He did not turn up at my home. I then resorted to the simple technique of fixing the issue by unscrewing and screwing the cable behind STB. That worked for a while but turned a failure soon.
I registered another complaint. Another technician came to my place and checked the STB. He then asked me to contact the same Distributor who re-installed the connection for me. I then called the Customer Service and registered a complaint against that technician's behavior too. Another technician called Pramod came at my place on 3 April 2013, checked the STB and found it is faulty. He said he will come next day and replace with a good STB. I called him on his Mobile the next evening. He said he will come to my place the immediately. He never turned up till date.

Please note, all my complaints till date were resolved as per company records, though they were not really resolved. I have been cheated by the company. I am too much stressed calling customer service people, who does not know who is a customer, what is the value of time, energy, how to use common sense and above all, what is good English. I am stressed handling my daughter's mood changes too.

The last complaint I registered was on 13 April 2013 around 9:30 AM. The first time in my life I could speak to a Supervisor called Nilofer. She advised me that a Technician would visit my place and resolve the issue within 24 hours time. She even requested me to call her when the Technician visit my place(I really doubt the practicality of the same). I am still waiting watching a dead STB in my drawing room, paid for the services like a fool. I know I am an idiot who is trying to fight with just another Indian company. I still believe in Indian Law and in this case, Consumer Court. A good thing which I have done so far is that I took enough photos whenever the Errors appeared on my TV.

Recently I was successful speaking to Floor Supervisors. I spoke to Nilofer Begum on 13 April 2013 around 9:30 hours. She offered me a resolution in 24 hours and promised high priority being given to this issue. She also said once the technician comes to my place, I should call customer service and ask the call to be transferred to her.

I waited till 16 April 2013 and called customer service around 9:00 hours. I asked for Nilofer, but could speak to another floor supervisor, Guru. He first offered a resolution by evening. I said if I am not available at home, how can he resolve the issue. He then offered a resolution within hours/ASAP. I did ask him if he can send a technician before 11:00 hours. He said he will. I waited till 10:50 hours and called customer service again. I could then speak to another floor supervisor, Ajay(or may be Ajith). He was talking to me in such a way that he cannot be supervisor. He is not able to handle complaint calls. I then told him they are proving this issue will not be resolved through proper procedure. I am now prepared to move consumer court against them. He said I can do that.

My complaint in a nutshell;
• I paid Rs 1600 to buy the connection from Kerala when there was an offer during Onam, 2012.
• I paid re-installation charges of Rs 150.00 in Bangalore.
• I paid Rs 250.00 on 18 February 2013 to replace my STB though I was well within the 1 year warranty period.
• I have been recharging every month with an average Rs 150.00 since September 2012.
• I called customer service every time an error appears on my TV. I spent my time and energy doing so. I have even taken a day's leave on 3 April 2013 to meet the technician at my home. But without a resolution.
• Customer service people send SMS stating the issue has been resolved where it is not at all resolved. I found this is a way of ridiculing.
• Customer service executives does not speak good English.
• The IVR always give inform us the balance as Rs 3.56 where the actual balance is not the same.

I do not think this company can give services better than what has been outlined above.

As such, I am not going to renew my subscription on 23 April 2013 and is prepared to buy a connection from another provider.

Due to this my daughter could not watch the Cartoon channels. The mood changes she had and due to the same more stress on us, indeed.

I need a decent return of my monies, all the amounts outlined above; Rs 2150.00 plus a decent amount to compensate me for the stress I had gone through. I think I should definitely get Rs 10000 in total.

Please note, I will not use the compensation part for my personal use. I will use it to spread all that possible to make people not use Sundirect any more.

Replies