Tata Sky Satellite Television
It is not uncommon that the gadget you get for a few thousands fails in the first couple of months. The remote for Tata Sky Digicomp failed at my place. May be it is typical of cheap Chinese products.
But Tata Sky did well to attend to the complaint. The technical support girl who answered me was trained to say, "Don't worry Sir!" very well. She repeated it some 10-15 times in a 5 minute call. And they promptly arranged for someone to visit us and fix the problem.
In less than 24 hours the engineer from Tata Sky came with a replacement remote and closed the issue. I'm impressed with their customer support, but still wish that they go for a more reliable partner for supplying Digicomp and remotes.
Problem with Chinese gadgets aren't unfamiliar. Couple of months ago, I had a problem with the Coship set-top box customized for the cable operator SCV. SCV being a monopoly in Chennai doesn't have much to claim as customer support. I was to carry the box to a place about 15 Km from my place. They work only on week days and 9 AM to 5 PM and so I had to postpone till I have a day off to visit them. I went with my father and waited at a hot car shed. There were a bunch of engineers around each table attending some 10 customers each simultaneously. It was chaotic. Then they wanted me to pay Rs 1000 for fixing it and asked me to come back later as they do not have the components. I promptly dumped the box and moved to Tata Sky.
The difference between SCV and Tata Sky is the same as the difference between Kalanidhi Maran and Ratan Tata. May be it is the same as the patriarchs of respective families - Karunanidhi and JRD Tata - that is the difference between monopoly and professionalism.