India Broadband

doyi

hi,
I am using reliance for the last 4 months now. I also use BSNL broadband connection for last 3 years. Getting a connection from them was no less than a pain.
I booked connection on 2 July with Rs. 500/- with an assurance to get the connection in 7 days. But didn't receive any reply from them till next 2 months. The guy who came for booking stopped replying to my phone calls. He picked my phone 2 days before Rakhi. When I demanded an answer from him he warned that I could get a connection quicker if I stay polite with him. I was very annoyed.
Then I started searching relianceada.com and collected their broadband e-mails.
broadband@relianceada.com
contact@relianceada.com
customercare@relianceinfo.com
2nd e-mail contact@relianceada.com was useless and bouncing back.
Then I saw an e-mail ID
anil.ambani@relianceada.com
I immediately mailed to all these IDs writing that they should close there services and to hell with reliance info etc.etc. one day before Rakhi. Next day was holiday. Then first working day after Rakhi arrived. i was working on the net at around 8 AM and 2-3 guys came to my house claiming that they were engineers from reliance and were came to give me the connection. To my surprise that they had atleast 20 labours and 5 enginners gathered in front of my house. They laid around 2 KMs cable in one day and gave me the connection within 48 hrs. I was very happy, but for a short while because the connection was going down at least 15 times a month. May be because I have only connection in my area. Its stabilising slowly now.
Doyi

xwhyz

This is a method i too adopt if i find any service deficient from any service sector regardless of their field and found really good results. This is the best way to go forward, by emailing as many people in that company to get good solution and result! BTW that anil ambani's email id did work or has it bounced. If yes, I have some mails to send to him, regarding reliance's deficiant services in some of his co's.

bluetooth

hmmm....

How can we be sure if that is Mr AA's email id ? And even if it is I am very sure, Mr AA would not be accessing it.....otherwise there would have been no need to mail his id anyway !!!!

Reliance customer care & problem resolution is truly disgusting to say the least. Nothing, absolutely nothing makes any difference to them. Their working processes are extremely complicated. There is a disconnect within the customer care organization & their technical organization.
They have NO SLA's to offer to their customers. They close problem's left right & centre just to show that they are "working hard" on customer issues.
There is no REAL feedback & ESCALATION mechanism available for customers.

By now I am convince their business is running by DEFAULT rather than by DESIGN.

cheers.

Jupiter

no matter how many email address you get... it would be nice to go to there local showroom and register your problem there and if still it does not work then send them a logal notice and this way they would surely reply to you.

Zeus

Lol... it is not logal notice but it is legal notice and yes it is a right way to handle any private company as dont want to end up in legal battles...

bluetooth

Hi Jupiter/Zeus,

The right ways work only if the companies are working right !
i.e. There has to be will to resolve issues of customers.

What makes you think that the folks at the local showrooms are any more receptive/knowledgeable/interested than the call centre folks ?

I have not seen any dedicated counter/desk at the webworld which I go to. I admit I havent asked around.....I go only to drop the cheque.
But then Reliance is not even "selling" there Broadnet service, I have my doubts on the ability of the webworld guys to resolve anything.

As it is any complaint that one makes is logged into their system and then the complaint is forwarded to be attended by their "local" technical people if required. No issues with the process, BUT ONLY IF IT WORKS. In this particular instance when I was frustrated, I had called the call centre atleast 10 times, spoken to atleast 7 Supervisors, spent ~45 mins/call and all my complaints had been updated as closed by their "technical dept", without even informing me/confirming with me.
Only on my last call or so, did someone from local office came to my home to check/discuss my issues. The person told me that my issue was a KNOWN & ONGOING problem for the last 1-1.5 months (which not a single call centre person told me) and should get resolved in another 3-4 days. And lo behold my complaint was again "CLOSED" without my problem being resolved !!!!!

Anyway the problem is resolved as of now :-). But the whole experience was utterly frustrating and hence my rant in the prev. post.

cheers.