India Broadband Forum

SurendraSingh

I escalated my problem till CEO level but he is also helpless. Will you like to be a customer of such company??

Here is the mail which I sent to Reliance customer service and Anil Ambani after doing so many follow ups with their helpline. I did it because they says they cant escalate it to any other level. So irritating so frustrating service.
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From: Surendra Singh <chhabra.surendra@gmail.com>
Date: Oct 3, 2007 7:52 PM
Subject: Just a feedback ...
To: broadband@relianceada.com
Cc: Anil.ambani@relianceada.com



Hi Helpdesk/Anil



After a lot frustrations and no proper response from Reliance customer care services I am writing this mail to 'The company head' as my last chance. I am one of the thousands of Reliance customers who are suffering from poor quality of service and are forced to change the provider.



If you don't have time to read this entire mail, you can just read last few lines..



I work for a BPO MNC, which provides technical support on Networking/Database/Operating Systems/EMail solutions to it's customer in US&UK. As this is a 24/7 work I need to have a good broadband connection so that I can do my work from home when I am oncall. It is a must have requirement and I cannot avoid it. To be very frank I choose Reliance broadband because there is no other internet service provider in my area. And now when I can't even have Reliance's working internet I am left with no other choice then shifting my house to any other area where I have another service provider.



Here is my story...



1) I applied for a Reliance Wi-max Broadband connection on 6th September (Thursday). The sales person said they need 7days to finish initial formalities. (Does 7 days required for the setup?? well ok)

2) Nobody called till 13th (Thursday) sep so I called and checked with the sales guy what happed. His reply "somebody should have contacted you .. Let me check I will get back" Till next day no call .. I rechecked he said tech person will visit your place today.. (hummm so for any info/progress I need to follow-up with them ok)

3) At 6PM finally I got a call (after 9 days of my application thank god ..) he is unable to locate my home. I guided him on phone but he dont know the landmarks also. Ok no probes. I said you stay there I will come and pick you. His reply "areee jaldi karo bhai waise hi 6:15 baj gaya hai" ( ohh so it's my fault he came at 6pm cant locate the house in the colony which has proper road and building guidline.. and I have leave all my office work aside and drop him to my house ... great )

4) Well taken him to my house. he is trying to setup the connection. After three and a half hour of trying he says "ye to aaj ho nahi raha hai mai kal aa ke karta hu aaj bahut der ho gayi hai" (Ok)

5) Next day noon he came ..tryed to setup the connection .. after 4 houres he talked about the some tachnical stuff "sir yanha 72 se kum nahi ho raha hai isse 70 tak hi hona chahiye .. mai kuch kar nahi sakta .. mai ye connection nahi laga sakta" I said why not??. My neighbor also have the same type of connection, you know the antenna of his wi-max connection is just near to one you fixed for me. When he can have a connection why cant I ?? he said I dont know but I cant. I don't have permission to setup on more then 70 range. I said Ok then give me your supervisor/boss/manager's number and let me discuss. He said I cant give you any number.(really ???) We can't setup connection here. I need to take my things back. I was surprised with the kind of response and was amazed that my neighbor can have the connection but I can't. FYI It is a wireless connection which do not require any hub port availability. if your house come under the tower range I believe this connection can be setup)

6) Ok so he has taken his cable / antenna / modem ... everything back.

7) Next day I discussed this with the sales guy. he said he will speak to the tech dept and get back.

8) At noon I got a call from the same tech guy who was trying to setup the connection. He bagged me "sir mai ek baar aur koushish karu? Shayad mai ab setup kar saku." I said ok.

9) He tried and setup the connection that day. I am happy.

10) But the connection worked only for two days. I called up to customer help desk number and they said that my account details are not yet filled in the database. Without that they can't help me. They can't log a complain as there is no record of my connection. I said OK let me wait for one more day.

11) Next day, again the same answer... I was surprised after 15 days of application submission my details are not filled in their database …hufffff.

12) I called up to the sales guy. He is not having any idea about all this so wanted to check with his manager and get back. OK

13) Next day again I had to call him up. He given me his manager's number (Amrata) and asked me to check with her... oh God one more number.. once again I will have to tell my story to another person.. Okhay cool down man ...

14) Ok called her.. again she dont have any idea .. and she has to check and get back .. she said she will give me a call in another half hour.. Thank god

15) 5 hour gone no call.. once again I called her.. she said she could not check the person who manage all this ****.'s number was busy. Give me some time I will get back.

16) After 15 min FINALY I GOT A CALL FROM HER (I WILL SAY FROM RELAINCE FIRST TIME Hurreeee)... she said my application has got stuck in (pcm/acm or whaterver) department.. She has told them to update the info.. so call me again tomorrow ..

17) Next day before calling her I gave a try to check whether my internet is still down .. but finally it is up. so no need to call her now.

18) But just another two hours.. and then again it went down.. and since then it is still down.

19) I again called up to customer help desk they again raised a complain and I got another complain id... so now I have 2 complain ids ..(56098065,56229047)

20) Called up again to Amrata, she said she is done with her part.. now call and raise a complain at help desk. (ohhh my god how many times I will have to do it. )

21) Ok I called to helpdesk to check any progress on my complain, "Sorry sir, all the servers are down so I cant check your complain status. Good Good.

22) And the next day now, since morning I am trying to call help desk number but getting message "This route is busy please try later".



When I explained all this to my manager he was very amazed with the bad service of Reliance. He immediately sent an email to all the technical staff (about 550) and told them to not to go for the Reliance broadband. I also requested them to forward the mail to their contacts and let everyone know about the VERY BAD reliance service. This whole story I am putting on review websites, forums, and communities so that every one should be aware of what kind of service they will get if they choose Reliance. I am sure this will go on and you will really see a fall in your customer base very soon.



Thanks a lot.

-----------------------------------------------------

Surendra Singh Chhabra

m07

i feel sorry for you.i wanted to buy reliance connection but now have changed my mind.thank you.

SurendraSingh

From: aliasgar gheewala <aliasgar.gheewala@gmail.com>

Hi Surendra,

My Name is Ali , and i was going through ur complain , i am also sailing in the same boat , where the service for wi-max is hopeless, from 7th Oct 2007 till today i have made approx 10 std calls to thier customer care , finnaly i have wrote an email to customer care and Anil Ambani , i know they wont even have a courtsey to read the email .

I just want to know , that if y any chance they have looked into ur matter for ur complain .

Take care

Regards,
Aliasgar.
--------------------------------------------------------------
Hi Ali,

No way... I have now even stopped calling them. To be my surprise, some days ago i got a call from Reliance saying i have my bill due. And i said "ohh mam .. you know what my connection is not working and i have raised so many complains .. and now without fixing the problem you guys are calling me for the bill??? I will give you two complain numbers and you tell me what you have to fix my problem .. " and i gave her my complain numbers. And you know .. even after that i haven't received any call from Reliance. I know i will get another call in the month end and that will be for BILLLLL..

Cheers
Surendra..

SpArK

SurendraSingh

That's why the thread subject is "Where CEO also cant help".
Even he hasn't done anything. When i did not get any response going from Bottom-up, i tried my luck by going Top-down. But neither he nor the Customer Care turned up. He didnt even bother to forward the case to proper team/group. And i am still waiting for a response.....

SpArK

sharks_me

hehe .. i pity you
seems tat u r tryin ur best to screw reliance
sue those fcukin assholes

SpArK

i think u like that hehehehe

linpagla

Hey guys,
If you are so fucked up by them, then why don't go official and lodge a proper complain with the consumer court?
Check out this site: Consumer Online Resources & Empowerment Centre

Its a govt site for this purpose only. And trust me this one WORKS.
If you really want to get some solution (or compensation) for your botherings, then no use cribbing all over the world, all you'll get is sympathies. But if you want some action, then go official!

SurendraSingh

Thanks linpagla. Let me give it a try as well.

madan

Dear
I feel bad for you and i can understand how u r feeling right now.

I have also got reliance broadband connection and it is the worst decision for me i have ever taken in my life.

their is the pathetic service and every day it goes haywire after afternoon.

i made hundreds of complaints to their call center but they dont do anything, or may not do anything.

i run a consultation service where my business is depending on the online communication and business portals and i receive business through internet,
I know how i am suffering, i have to go to cyber cafe even though i have a connection of reliance broadband.

I strongly recommend that we must communicate this pathetic service of them to whomever we know and ask them to send this communication to the people they know, this way we can reach infinite no of people and save them from this anguish.

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vdevang

I'm also frustrated from their customer care typical replies. At last I had to blast at them saying "Don't give me pre-written answers". They didn't listen to what I had to say and kept repeating same pre-written answers. Damn.

My problem is little different and weird which I've posted here on this forum here: http://www.indiabroadband.net/relian...broadband.html

valley.saint

Hi,

I am having the same experience with Reliance. I was using Broadnet connection and it has been down for almost a month. I have gone through exactly the same that you have and now I have applied for disconnection and hope to end my agony very soon.

cheers

bluetooth

Hi,

Did you try contacting the Nodal Officer ? I too went through harrowing times to get my problems resolved. The call center obviously did nothing.

Only after contacting the Nodal Officer was my complaint resolved ASAP.

Refer to my posts elsewhere about Nodal Officer or go to TRAI website and get it from there.

hope it helps.

cheers

eGlueWeb

Reliance has got a big brand name, an unshakeable one and they probably wont care :-( Posting such experiences in review sites will help for sure since they badly affect the reputation of the firm over a period of time.

I feel Airtel and VSNL are far better. Anyways the website of CORE centre is an informative one. Thank you for that. We faced similar situation and posting in a few review sites did help.

zgeorgem

rel customer service is the worst in india i believe...

it was the last date to pay our bband bill and me and my roommate decided to go to the reliance store and pay it....
its a long way from our house and it took us 45mins on bike to reach the place...

when we reached the place we realised that we forgot to take the bill and we had no account number also with us... i told him not to worry... they will be able to pull out our account details with first and last name liek every other customer service i have encountered...

but to my surprise when we went there the person at the desk was very rude and told us that it is impossible to pay the amount without knowing the account number and that it is not possible to find the account with first and last name... i thought this was insane and called the reliance call center for the account details... and my god i was in for the shock of my life... even they werent able to help me... they told me that they will not be able to find the account details with first and last name... this is absurd... do these guys maintain the customer records on an excel sheet that they are having difficulties finding a name and it's account number? any database will be capable of this query!

we spend an hour arguing with the call center and with the reliance center (Jaynagar branch,bangalore)... it seems reliance really doesnt want the money!!

24akshay

Reliance broadband service is unreliable. No questions about that. The main reason being lack of good competition.

However I do not agree that they should be able to pull your account details based on just your first and last name. There is something called privacy policy. You can't walk into any customer center and pull out account details of anyone based on just his first and last name. Some companies would still do that but it is not appropriate. The fact that you forgot to take your bill and even forgot your account number is not the fault of reliance customer service.

zgeorgem

dude relax...
its not a bank account we are talking about!!!
this is just a bband account!! why would a bband account number leak matter?

24akshay

Well you obviously have no idea how it works. It does not matter what type account it is. What matters is that any account has lot of private information about the user like address, phone number, email, date of birth, call details etc. The company has the responsibility to protect that information whether true or not. The software used by most of the customer centre employees has built in protection to prevent misuse of employee priviliges and the information can only be revealed by account number, not just the name search.