wrong promises in installation - Reliance / Big TV
I have purchased a set top box of reliance big TV from a dealer on 28-08-2008 and he has promised that the installation would be done with in a day. As a part of process I have contacted the call centre (1800-200-9001) on 29-08-2008 at 7 am for lodging a request for installation, I have been provided with ref. no. 0000000000868875, the executive has also promised me that the installation would happen the same day.
As the same didn’t happen I have again contacted the call centre on 30-08-2008 for complaining and they have provided me the complaint no : 74914496. But to my surprise even a complaint didn’t had any effect, so I had to contact the call centre back on 31-08-2008 three times around 7 am and every time the executive who picks the call replies me that there is no supervisor available at that point of time and also they don’t have the transfer facility to the supervisor. I have also asked them the escalation process in reliance; they reply me that there is no escalation process and have simply disconnected my call abruptly. When I tried for fourth time a lady executive who picked the call has transferred the call to the team leader by name Bhuvaneshwari(how did this happen now?). After a long discussion for more than 30 minutes she has assured me that the installation would be done by end of the day without fail and she would be following up the case personally. I have also asked her what if it doesn’t happen then she suggested me to visit the nearest Reliance web world and can give a written complaint. As per her suggestion I have visited the web world at Kukatpally where in the executive there informed that the web world doesn’t take care of the service part and they are interested only in sales and also denied taking a written complaint from me. He also answers recklessly that call centre is the only means to get the installation done and there is no other way of contacting the service team (Hell with the process).
I have again contacted the call centre on 31-8-2008 around 6.30 pm to hear the same version that the supervisor is not available and the transfer facility is not available (the whole process of setting up the call centre is defeated). The executive who has picked the call this time has also told me an interesting fact that all the service engineers are busy for next two days and the installation would happen only after that.
Based on the assurances from reliance one of my family members who are regular employees had to stay back in home waiting for the service engineer to install (who would compensate me for this?). In despair and with no other go I am putting this complaint in this forum.
Request you to provide me the best resolution and do justice to my time and money.
V Shyam Krishna,
Hyderabad – 500037.
Mobile : 9885562111.