India Broadband

My most recent experience :-

All of us know what absolute sh*t CC is. Refer to my previous post(s) where it took me 24 tickets, 12 escalations and 4 months to have my problem resolved (got it done only through the Nodal Officer's intervention). I also sent 17 emails to request the contact info for the Nodal Officer. They gave me the info after I found out the info myself and got my problem resolved !
I had to invoke Mr. Anil Ambani's name in my last email and therefore (probably) they sent me the details.

Well 4 days ago my modem went dead. This means either modem has died or the power adapter has died.

I duly called CC and this is what happened.

CC : how can I help you ?
me : my modem is dead. I have tried putting it in different sockets, pressed the on/off button on the modem, removed all cables and tried. No luck. It is truly dead. Kindly replace the modem ASAP.
CC : Sir have you tried removing all cables....
me : <interrupting> I have done everything. It is dead, not working, kaput, conked off
CC : pl. wait till I tell you the resolution
me : ok
CC : (after 1 minute on hold). Sir pl. follow the steps I tell you before I can
log a complaint...
me : ok
CC : First pl. remove the adaptor from the socket
me : Done all that.....refer to our conversation 20 secs ago
CC : Sir, you have to follow my instructions, which I will forward to our
technical dept.
me : ok done. I have put it back in - no power.
CC : ok now connect it to your system
me : WHAT ? Have you gone MAD ?
CC : Sir, pl. follow the steps...
me : (interrupting) STOP this NONSENSE ASAP.....you think my computer power's the modem ????????????
CC : Sir, you must follow the step....
(call disconnected......dialled again, new customer care executive)
me: I explain the previous calls and the details
CC : ok, Sir, will you pl. follow the steps...
me : STOP. DO the following - Pl. write in the complaint that the customers modem is D-E-A-D and is requesting a REPLACEMENT ASAP.
CC : ok Sir....here is your complaint no....
CC : You will receive a call from us within 24 hours and resolution in 48 hours.
me : ok....thats a first ! an SLA from Reliance....

Next day after 16 hours I had not received any call......I called CC just to check
cc : How can I help you
me : What is the status of my complaint <number> ?
CC : Sir, its in solving state...
me : whats that ?
CC : Sir, our tech dept is working on the solution
me : listen man....I explain to him the calls of yesterday....its 16 hours now, I have received no call. Can you pl. tell me what is your tech dept doing when I am telling you the modem is dead >
CC : Sir I cannot help you any further. And there are still 8 hours to go.
me : ok. tell me what is written in the complaint
CC : its written, customers internet is not working properly
me : DO YOU GUYS UNDERSTAND ENGLISH ? IF NOT CAN I SPEAK IN HINDI OR MARATHI ? MY COMPLAINT IS THAT THE MODEM IS DEAD.
CC : Yes sir, that is what is written.
me : ok. Hangup in disgust

1 more call after 2 hours - no help

next day (after 48 hours)

CC : How can I help you ?
me : refer my complaint <number>....
me : Pl. tell me what is EXACTLY written in the complaint
CC : Customer reports that WAN & LAN light is not glowing in the MODEM.
me : YOU GUYS OBVIOUSLY HAVE A SERIOUS PROBLEM WRITING AND COMPREHENDING ENGLISH OR ANY LANGUAGE.
me : my complaint is my modem is DEAD. pl. let me speak to your Supervisor.
CC : Sir you will have to register a new complaint
me : Why ?
CC : Because this is a new problem
me : Shocked......No way will I raise a new complaint, I want to speak to your Supervisor ASAP
CC : certainly sir.....pl. hold
(After 20 minutes of music)
Supervisor : How can I help you ?
me : I explain to her the current problem, comprehending problem of CC and my past experience. I also explain to her that I am home only on Saturday & Sunday and I need this problem to be resolved on Saturday itself.
Supervisor : Very sorry sir.....I will do my best to help you.
me : You know, you people are a sad lot....your problem is there is no end-to-end ownership of a problem and absolutely no status feedback mechanism internally and to the customer. You guys are the laughing stock in various forums and if Reliance had any sense whatsoever, they should be monitoring the forums and try to improve the process.
Supervisor : Sir Thanks for your suggestion, we appreciate the feedback. Here is your complaint <number> with the correct details.
me : Thank you.

And lo behold, next day Reliance guys came and changed the adaptor !!!!!!
And more surprise, I received a call today to CONFIRM that my problem was indeed resolved !!!!
I must say I was most surprised by this :-) :-)

Sorry for the long post....but just had some time on my hand.....

cheers.

You've certainly given me an idea how to talk to these guys if they are unable to fix my upload problem soon.. Until now even my subscriber id is not registered with them, its been 50 or so hours...