Tata 1mg - Healthcare App 4+

Have given 1 star as there is no provision to rate them Zero. I booked a test for Vitamin D3 among some other as prescribed by my physician. While booking on the app, it showed D profile which included D3 and some other vitamins in D group. I selected it but now I realise it is not only upswell, it is a mid-sell when I don’t need it. It does not stop here. The phlebotomist who came to collect blood sample tried to sell more tests. But I was alert and did not budge. It’s unfortunate that these feet on street have cross-sell targets. All with the aim to increase revenue. When I called the phlebotomist about the D profile report as I received all other reports the same day, I was told it takes 5 days. Knowing it does not, I called the call center after more than two days of collection, the customer care (😂) executive told me his system showed the report due date after eight (8) more days. When asked, he also told that it usually takes 48 hours and there is some issue. When I said I need to escalate, he conveyed that he will mark the case for serious attention and it will either get resolved in four hours or else someone will call me. However, there was no senior or Team Leader there to attend. While I appreciate these apps have brought down the cost of tests that were exorbitant earlier, am worried they are getting revenue pressure and all malpractices are creeping in. Will wait for closure of my issue and update this review either way.

Hi Kedar, we are sad to see your rating. Please share your contact details at care@1mg.com so that we can get your issue addressed. Kindly mention "Appstore review" along with the concern.

Fully paid Rs 1218 for certain tests on 14 May 2022 for samples to be taken between 7 AM to 8 AM on 15 May. No one came to collect samples! Reminded customer agents (Ayaz, Geeta) through chat facility to send someone for samples which they promised but never sent! Imagine a patient fasting for 12 hours but careless and unprofessional customer agents showing their arrogance and indifference! Requested customer agents to let me speak to a supervisor but she showed her arrogance and wasted another 30 minutes. Supervisor never contacted because they think after 1mg is taken over by TATA, they have become Government employees with zero accountability. I made a last minute attempt to contact Grievance officer presuming him to be responsible enough to act immediately and coordinate sample collection. Alas, these TATA1mg jokers wanted 12 hours to look into the matter. I wish senior management from TATA reads this to stop harassment to patients who pay in advance and see no one coming to collect their samples. I am writing to Medical Council of India and exploring legal options for redressal.

Hi Dr Munish, this is certainly not the experience we want you to have with us. We are working on your concern and will keep you updated on twitter. ^Abhinav

Phlebotomist is well trained and good but the back-end systems and processes are need a lot of improvement. I am being asked to make payment for a lab test while I have already paid on the app. The app clearly shows payment is made but I am getting a sms and automated phone call several times to make payment. Chat support attempt number 1: The agent seemed to see that it’s all ok and said no need to worry; I will get reports in time. 3 hours later, I get a call from Tata1mg lab asking to complete payment so that they can proceed with the test. I explain the situation again and the fact that payment has been made. He promises to check with account team. 12 hours post this, app status says that reports are on hold because Tata1mg is awaiting payment. Chat support attempt number 2: I have to repeat the same explanation again on chat; they ask me to provide screenshots of payment made; I share screenshot from Tata1mg app itself (pathetic, isn’t it); I share screenshot of email from Tata1mg. Chat agent now says they need to check with higher priority and need 2 hours to revert.
In today’s world the back end team not able to see payment history of a customer is not expected. It took me 3 mins to book my lab test but now I have spend a total of at least 70mins chasing chat based support. For serious issues like this, they should at least call customer actively.

Hi, we are sorry for the inconvenience. Please share your contact details at care@1mg.com so that we can get your issue addressed. Kindly mention "Appstore review" along with the concern. ^Abhinav