tata docomo & it’s stupid policies
I don’t know how more modest could I be, in putting the title to this post.
While respecting the contributions of Tata Group in India’s growth and the positive feelings towards the company’s values and purpose and the deference for the entity, forces me to think of just one problem it has.
http://www.tata.com/aboutus/articles/inside.aspx?artid=CKdRrD5ZDV4=
The core-values of the group as described in the website above are probably not understood by the employees at the lower level of the chain. The marketing teams and the sale strategist.
I’ll tell you why I am saying this. I have a Tata Docomo Broadband connection at home. Nothing’s bad with their service. I don’t have down-time. It all works perfectly fine. It’s all appreciated, and I say that because they really have NO downtime and good ethical customer support. Now being such a satisfied customer. I still had to disconnect my internet. It was so weird. I was looking to upgrade my Internet plan. As what anyone of you would do. I logged on to the Tata Docomo’s broadband Internet webpage and checked on all the tariff compared them to mine.
http://tatatelenterprise.com/broadband/
Chose my city Mumbai, and there all the tariffs came up.
The stupid policy part as you see, is Monthly rental for existing customer when they upgrade is higher.
The rental for new customers is less. Now this is so stupid. An old customer pays more if he upgrades a plan in spite of having no extra cost involved in changing their plan. The modem and wiring is already done. As for the new customer he pays less monthly rental.
At first I couldn’t believe, because usually it’s like Old Customers are given better pricing and everything like that. But here the case of was opposite, Old customers were paying more and suffering to have chosen Tata Services earlier than the new customers x_X. That’s so lame.
I called the customer support 022-67908000 and confirmed if that is indeed the tariff. Like how they are always polite, She said yes, sir the old customers have to pay more and I am sorry I can’t do anything about it since It’s a company policy. I still couldn’t believe and I told her to transfer the line to some senior officer rank. This senior officer I spoke too, I told her, Why Do I pay more? You have no extra cost involved in upgrading, the installation is already done. Why do you want me to pay more? She just affirms the company policy.
Isn’t this something weird? Stupid Old Customers find out that they are paying more monthly rental then the new ones. What’s the point here of being loyal to the company services? Instead of benefit, they are looting the old customers.
@TATA Docomo Policy Makers -PLEASE FOR HEAVEN sake! do something about it.
It’s weird to get the connection disconnected and ask for a new one.
Update: 27th June 2012
So a few days after I posted on my blog, I thought I should share the link with Mr. Ratan Tata 🙂
and trust me, I was not wrong when I said that the chain at the bottom has problem understanding values at times. The Tata Docomo Social Team immediately got in touch with me, and resolved my Internet plan. They also saw to it that the website is fixed with updated plans for everyone. Now that’s really appreciated. Great fix, great work!
business studies..
A Professor at one of the IIM’s (INDIA) was explaining marketing concepts to the Students:-
1. You see a gorgeous girl at a party. You go up to her and say: “I am very rich. Marry me!” – That’s Direct Marketing
2. You’re at a party with a bunch of friends and see a gorgeous girl. One of your friends goes up to her and pointing at you says: “He’s very rich. Marry him.” – That’s Advertising
3. You see a gorgeous girl at a party. You go up to her and get her telephone number. The next day, you call and say: “Hi, I’m very rich. Marry me.” – That’s Telemarketing
4. You’re at a party and see gorgeous girl. You get up and straighten your tie, you walk up to her and pour her a drink, and you open the door (of the car) for her, pick up her bag after she drops it, offer her ride and then say: By the way, I’m rich. Will you marry me?” – That’s Public Relations
5. You’re at a party and see gorgeous girl. She walks up to you and says: You are very rich! Can you marry ! me?” – That’s Brand Recognition
6. You see a gorgeous girl at a party. You go up to her and say: I am very rich. Marry me!” She gives you a nice hard slap on your face. – That’s Customer Feedback
7. You see a gorgeous girl at a party. You go up to her and say: “I am very rich. Marry me!” And she introduces you to her husband. – That’s demand and supply gap
8. You see a gorgeous girl at a party. You go up to her and before you say anything, another person come and tell her: “I’m rich. Will you marry me?” and she goes with him – That’s competition eating into your market share
9. You see a gorgeous girl at a party. You go up to her and before you say: “I’m rich, Marry me!” your wife arrives. – That’s restriction for entering new market.
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