Closure of Tata Play connection (Subscriber ID-1427176134, Mobile-9797818181)

Complain ID : JGJN057494   141  

DTH TV Complaint  Complaint Date : May 1, 2022
Hi Team,

This is regarding the problems I am facing with my Tata Play connection (Subscriber ID-1427176134, Mobile-9797818181, Name- Asha Gupta, Email-chaitanayam.gupta@gmail.com) for the past 10 months. I had purchased two boxes of Tata Sky Binge Plus in the month of June 2021. Since Day 1, I am facing multiple hardware and software problems with both the boxes. I have lodged around 10-12 complaints for the same (offline and online), and have interacted with at least 15 customer service executives, both on calls as well as personally. However, I have never been satisfied with the quality of service provided to me. Your executives have even taken my set-top boxes along with them for diagnosing the problems at their offices, but have never been able to resolve the issue completely. The requests have been kept in "Pending" status for a long time and I have always received the same reply from all of the executives that there is a software problem and everything will be fine after the software update. There have been numerous software updates since last year but the problems are still not rectified. Both of my boxes have the updated softwares installed in them and I use a high speed optical fiber internet service at my home ranging from 30 Mbps to 150 Mbps.

The most frequent problems I have faced with both the boxes are listed below-
Random restart of boxes while running-The boxes used to restart at least 10-12 times in the initial 15 minutes of powering them on. I have prepared and shared complete videos of this issue with your team. This problem still exists although the frequency is now down to 2-3 restarts.
Frequent hanging problem in both the set-top boxes- The boxes get stuck on a single channel and we are unable to use any remote keys or switch the channels.
Automatic display of homepage without pressing the home button- While watching, the boxes randomly open the homepage with all the menu options.
Automatic switching of channels to demo channel 100 without pressing any button- While watching, the boxes randomly switch to Channel no. 100.
Automatic addition/removal of channels added to Favourite list (900 to 999)-I have created the favourite list at least 15 times on both the boxes. After every 15-20 days, some channels get removed/replaced in the list without any manual changes and I have to reset and recreate the list every time. I even told this to your executives but the simplest solution they offer is to factory reset the boxes, after which I again need to create the favourite list. Despite doing the factory resets, these problems have never been resolved. Even yesterday, I have removed around 10-12 channels from my list which got replaced with some different channels.

I have cooperated a lot for the past 10 months with all your executives, but everything has gone in vain. They have even made me prepare live videos of the problems/issues faced with both the boxes. I have even done that and wasted a lot of hours preparing these videos and sharing pictures with your teams. If required, I can share the screenshots of my Whatsapp Chats for your reference and verification. It's high time that this matter should be taken seriously and my requests should be addressed at the earliest. I have suffered enough of harassment in these 10 months and I am left with no choice but to return both the boxes and get my refund for them. The issues have reached a threshold level and I have already tried my best to get the issues resolved in an amicable manner. I have repeatedly requested your teams to get the boxes replaced as they are under warranty and I am facing the problems from the day when I purchased them, but this option has never been considered by any of the employees. It seems like there is a major issue with both the hardware and software in these Tata Sky Binge boxes and the teams are unable to identify and rectify the same.

In view of the above problems, I request you to consider my return request for the dish and boxes. I assure you that I will return all the items in original with their respective boxes and packaging. They are in excellent condition without any usage signs/scratches/marks/wear and tear. I have waited a lot for the issues to be resolved but the patience limit is over now. I am ready to bear the subscription cost of approximately Rs.8000/- which I have already paid in the last 10 months and I am not asking for its refund. I just request you to refund the purchase cost and additional recharge amount as detailed below-
Purchase Price for Box 1 - Rs. 2499/-
Purchase Price for Box 2 - Rs. 1999/- (Original Cost of Rs.2499 - Multi TV discount of Rs.500)
Subscription Recharge Amount Left as of today - Rs. 4029/-
Grand Total - Rs. 8527/-
Account Details
Name- Chaitanayam
Bank- State Bank of India
A/c No.- 33087690781
IFSC- SBIN0005161

Kindly arrange for the pickup and removal of dish along with the set-top boxes as early as possible. Please note that I am not interested in lodging any more complaints and waiting again to get the issues resolved. I just want to stop being harassed and don't want to face the problems anymore. I repent buying these boxes and have finally made a decision to stop using them further. The main reason for writing this mail is that I have had enough of telephonic and one-to-one interactions with a number of service executives but this is the only option left for me to get the matter closed. Request you to consider this on a priority basis and help me with the closure.
Complaint Against / To: Tata Play

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