RD 20 Apr 2019
Sir, As a new customer, I had subscribed to Independent TV with full one year subscription on 17-11-2018 (Set top box Serial no. is: 510018308065171) and was given Freedom1999 pack with promise of all channels including HD channels for one year. But since my subscription to independent TV, it has become a headache for us. Almost every day, one or two channels go off air. I had sent complaints followed by reminders to customer care and compliance officer thru mail- numerous times but even after five months, my complaint is still lying unresolved. Customer care numbers are unresponsive and inaccessible- as always. After the new TRAI rules came in to existence, a message was frequently flashed on the TV screen by independent TV that Freedom1999 plan has been discontinued and the subscribers of Freedom1999 plan will be migrated to Best Fit Plan without any extra charge but contrary to their assurance, almost all of our preferred channels have been taken off air without my consent or without any prior intimation. Whenever a complaint or reminder is sent to Independent TV, they- instead of improving their services, remove two or more channels from the package.Most of my favourite channels for which I had paid subscription for one year are not available now. When I am paying the desired subscription fee for the services, it is my fundamental right to get the desired services. Complaint was sent to Nodal Officer also on 04-04-2019 but it also drew a blank. I sought from them the contact details of appellate authority to register complaint with but detail was not provided. A strict action has become necessary against Independent TV for deficiency in service to shake them out of stupor and make them realise their responsibilities. I wonder in the present era of stiff competition, how can officials be so cruel and irresponsible? Redressal of customer grievances does not seem to be important for them. Since I have paid subscription for one year in advance, I cannot say goodbye to Independent TV at this juncture. In spite of paying one year subscription in advance, I had offered them extra charges on 09-04-2019 to restore my favourite channels - by way of curtailing the validity from one year accordingly but no action was taken by them as on today-20-04-2019- except informing me that my complaint has been forwarded to technical team and will be resolved within 2/3 days. I have, never in my life, come across or heard of so irresponsible DTH service provider and officials. Kindly help resolve my problem.