Videocon D2H – Direct to Home or Direct to Hell?
I know it comes late, I promised to start with this much earlier than I’m doing now. I’ve been busy replying to comments on my Indian Idol posts, a lot of the viewers seem to be affected by Sashi’s elimination and hence they are in the lookout to discuss on whatever they can find.
Now that I finally have a DTH review to write, let’s get started? Yes, so like some of you already know I own a TataSky connection for the last four years, and that the service is not what I have been particularly happy about. Why start a series of DTH reviews on a bad note? So I’ve decided to review Videocon’s new DTH Service.. and this is how I’m going to do it..
First, I sent out an email to their sales division showing interest in their product. Depending on the time they took to reply, I’d know how their customer service email cell worked. They did reply! That’s a start, but they took 2 days to reply. Of course, that’s bad considering this was a sales call. What I personally didn’t like was them sending me an “Auto response” looks alike email and this is what I mean (Click to enlarge)
Wonderful eh? They even went on to attach the packages and offers into the email. I was star struck! I guess the customer service isn’t trained to read words like “call me”, or “reply with a call” because they are only trained to send an email response and never follow up! If a sales call receives this kind of a response, I wonder how they treat customer service calls.
Second, a look at videocon D2H website. Abhishek Bachan is all over the place giving you 25 reasons to buy, not one convincing enough to make the purchase. The site minus Abhishek Bachan looks pretty cool, and every section in itself is very interesting, like the packages section? Simple and straight forward, We have 6 packages and this is the price we want to offer you, inclusive of all taxes! Enough channels to keep the family entertained.
Promotional offers are interesting and more than tempt you to buy, but are they worth the purchase. Four different types of STB, my god! Plenty in each category. So let’s just redirect you to this page. Abhishek is everywhere, How I wish I can just paint him black and put him in the background. Hate stars as brand ambassadors because they rarely know about how this technology works! Dude, can you leave me alone here please?
He’ll not go, but I have to finish the review. So they have 4 broad categories, No.1 Satellite LCD, what they call the pioneer of DTH technology, a DTH STB fitted into the LCD. You don’t need a dish, the TV is your receiver! Wow, but go visit the nearest dealer and ask for a demo. The clarity is mediocre on the LCD and the time to switch between channels is almost 5 seconds. Plus, if there is a problem (after 1 year in warranty) you could be put through videocon’s already bad customer service.
Second of their categories is the Satellite TV, this is their latest slim TV series fitted with Videocon D2H STB. Again, same problem, the channel switch time is so much that you’d feel that the STB is stuck! To a lot of people wondering that the TV cannot be used if you don’t want their connection, videocon says otherwise, it’s their way of boosting offline TV sales!
Third, the satellite DVD, This looks interesting, a DVD player cum STB. It however requires standard installation of a dish and the pain of wires lying around the house. Something that I guess most of us can live with. Again, the quality is only mediocre.
Wonder if it is so because they demo it _only_ on a LCD. Anyways, this box comes fitted with a DVD player and has an USB port to play avi format movies. It’s nice, but then you might only want to buy the regular box, just like every other DTH provider.
Oh and the universal remote, It’s nice. You can now use one remote for your TV and DTH only it’s 300 bucks costlier. Enough? Then lets talk customer service..
Tatasky has a toll free number and will not promote it, but Videocon not only promotes it but has 3 numbers! Why? They want the customers to be able to connect to every customer within the shortest time possible. They greet you with some foreign accent, but you can live with that because connecting to a customer service agent was just in two menus. Kudos for that!
What followed was a 10 minute conversation with several customer service agents. Several? Yes, I called over 10 times and spoke to 10 different people. What I found was the same response; everyone was reading a transcript I guess. Though the voice was human it felt like talking to a computer. They have been told to tell you everything “good” about the product before you say bye.
It’s not bad as it sounds though. If you are able to handle the call well you will get the details. Just stop them, shout if they don’t! At the end of it all, it was quite resourceful, the customer service knows about their product, if they don’t they ask you to visit the website. But none were able to convince me to purchase a connection.
Pros: Wide range of Satellite boxes, Simple packages, Competitive pricing, 3 toll free numbers
Cons: Abhishek Bachan, mediocre picture quality, poor customer service on email
Suggestion to Videocon: I hate you guys for Planet M, but you have a good looking D2h. The demo’s are the first thing that the customer looks at before making a decision to even inquire about the product, if that is bad, forget it! I’ve looked at 3 demos of Videocon D2H and all of them have been the satellite LCD. It’s what major Indian households have. While Satellite LCD is a step into the future, you are still serving the majority audience that owns a 21″ CRT. It’s okay to have the regular STB, and a 21″ CRT for demo. The clarity would seem a lot better on that and you might just increase the sales.
Channel packaging is great and the price very competitive, something that everyone wants in an inflated market. I would have bought the service by now, at least on trial if I saw a good demo with good picture clarity and a better channel response time. Please reach customers through phone more than emails, at least if they say so in their email. The last thing I as a customer want to see an ‘Auto Response’ type looking email.
Final Verdict: Buy it only after you see it! Videocon D2H rates between Direct to home and Direct to hell
Until next time.
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