[Resolved]  Reliance Broadband Wimax — No service connection + inflated bill

Hi,
I have taken the WiMax Internet connection from Reliance on 14th July 2008. It was a 300kbps unlimited connection (Plan WICF999) in bangalore.
The connection was ok the first day (I didn't use it much), but soon I started to see that the speed was not the same and dropped to 50-80kbps on average. And then it finally gave away and then no service!

I then started lodging complaints and they kept keeping them. Till today there was no assistance from the so called technical team to help resolve the problem. I could connect to service intermittently but without a continuous service. I added more complaints to the list which I didn't keep, the last 3 ones were: 72929641, 73064209, 73112590

I had called the customer care 8 times until 28th July. There had been no call from the technical team till date to resolve my issue.
I work for a IT firm and corresponding to the reliance connection I had committed to my company to be *available* online round the clock.
Thanks to your services I have never met the expectations.

Though I was told the technical team would resolve the issue within a hr, I have not been approached by any of your teams. Inspite of my repeated calls to the customer care there had been no resolution.
The last service request I had raised on 28th and until then I have not been able to connect to the internet. Till date there is no answer from your team. I had even taken a promise from the service engineer on 29th to get the issue rectified by 30th and it is still pending (seriously no one want to attend to problems!)

I then decided to terminate the connection and from Aug 31 I have been sending them email notifications to terminate it as there is no service and I was DOUBLE SURE they would charge me of this NO-SERVICE period.

This is the response to my mail (on 1 Aug 2008) requesting termination due to unavailability of service
[protected][protected] start
On Fri, Aug 1, 2008 at 12:15 PM, [protected]@relianceada.com <[protected]@relianceada.com> wrote:

Dear Customer,
Greetings of the day !

With reference to your mail regarding Broadband not working, this is to inform you that your complaint has been registered under Service Request ID 73206751 and the same would be resolved at the earliest.

Further to inform you that complaint registered under Service Request IDs 72929641, 73064209 and 73112590 has been resolved from our end as checked in the system.

In addition to this, please note that request for service termination has already been registered under Service Request ID 73112590 which is in process.
[protected][protected] END
Please note the point 'has been resolved from our end ', means they don't care if the service is available or not they just claim they closed it. And the 73206751 is complaint no for termination which never happened until 22Aug.
Then I replied them there is no service here and I want the service to be terminated immediately as I wanted to avoid the charge, then comes the mail revealing there superb service:

[protected] START
On Fri, Aug 1, 2008 at 9:07 PM, [protected]@relianceada.com <[protected]@relianceada.com> wrote:

Dear Customer,

Greetings of the day !

With reference to your mail regarding service termination, please note that your request has been already registered under Service Request ID 73112590, please note that as per company's policy it takes 15 working days to process your request, hence your service will be active till the date of termination.

We look forward for an opportunity to assist you again.
[protected] END

It takes 15days!!! to process the termination request! Damn, no service and on top of it and extra charge for providing NO-SERVICE ! I set repeated mails saying this is unfair as there is no service then why the delay which mean I am going to pay the extra money!! just looting people.On top of it the customer service is a std call and I had crossed more than 200 RS calling the executives who can't talk technical. They just say out technical team is going to call you back, which never happens!!!

Then they stop responding to my requests, and I finally mailed on 12th

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Date: Tuesday, August 12, 2008 09:35 PM
To:
[protected]@relianceada.com ([protected]@relianceada.com)
Cc: [protected]@relianceada.com ([protected]@relianceada.com); Rcomnodalofficer.[protected]@relianceada.com (Rcomnodalofficer.[protected]@relianceada.com); Rcomappellateauthority.[protected]@relianceada.com (Rcomappellateauthority.[protected]@relianceada.com)

Subject: Re: Reference to your mail

Dear Sir,
This is with regard to my broadnet connection from reliance with the following details:

I have placed a request for termination of the connection (#[protected] on 31 July 2008 which is still in progress. This was solely because the service offered by the broadnet connection was very poor.
The issue o[censored]n-availability of broadnet internet service was raised in many occasions[protected], 73064209 the last 2 complaints) which has NEVER been addressed. There was not even a call from your end for the corresponding complaints, and the service unavailability has caused significant impact on my office work.
The most important thing is that these complaints are still in progress according to your portal (http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp).

Please refer to the communication to the Service assurance cell starting from 1Aug till 7th Aug where-in the answer I received was that 'it will be resolved very soon'.
I assume you are well informed that I have not been able to use your service since 28Aug till date and even the request for termination has been pending since 12days (30Aug-12Aug), and which means that I am going to be CHARGED for this period. Ithink I have been enough charged with the customer care std-call charges, which never paid off.

[protected] END
They sincerely replied end of next day,

--- START
On Wed, Aug 13, 2008 at 11:13 PM, [protected]@relianceada.com <[protected]@relianceada.com> wrote:

Dear Customer,

Greetings of the day!

We regret for the delay and inconvenience caused to you.

This is with reference to your mail regarding service termination, please note that your request registered under the Service Request ID 73112590 has been processed and same would be resolved at the earliest.

Further to your concern regarding "Billing issue", we request you to please revert us back once your line get terminated.
---- END

The service never gets terminated neither there is internet connection and they add that the billing waiver request after bill is generated. They (and even I ) know once the bill is generated they had better ways to make me pay than giving waiver. So I requested that the waiver better be processed before bill gets generated, and again they went silent.

After 10 days (on 21st) they replied my mail and said the connection was terminated!!!

----- START
date Fri, Aug 22, 2008 at 5:35 PM
subject RE:'RIL=[protected]'

Dear Sir,
Thank you for contacting Reliance Broadband Customer Care.

With reference to your mail regarding Service termination, please note that your connection is already terminated.
----- END
And there technician comes after 10 days and recovers the instrument.
The fun starts then, I get the bill (in time!) and they charge me till 12th as expected.
As directed by them I sent a mail requesting to adjust the bill with references to my mails where I clearly mentioned this was going to happen.
they replied that the billing complain was taken and would be answered in 72working hrs

---- START
date Thu, Sep 4, 2008 at 6:57 PM
subject RE:'RIL=[protected]' Reference to your mail
..

This is to inform you that your complaint regarding billing issue has been registered under Service Request ID 75243183 and the same would be provisioned within 72 business working hours.

Further to inform you that the Broadband connection is already terminated as checked in system.
---- END
They never returned and I again I sent mails asking for a reply. And finally they drop the shell with the final mail I received from them, ,

[protected] START
date Wed, Sep 10, 2008 at 4:45 AM
subject RE:'RIL=[protected]' Reference to your mail

Dear Customer,

Thank you for contacting Reliance Broadband Customer Care.

With reference to your mail, please note that the Service Request ID 75243183 for billing issue resolved with resolution that the complaint launched for Broadband not working was solved within the time frame period. Hence no wavier would be provided.
[protected] END
beautiful, they make it as expected, so many emails requesting them to close it and they never come back now they expect me to pay the extra money, it is not just money, one could clearly see how pathetic their service is. They just want to extract money out of nothing, this is one damn service I would never suggest anyone. Few of my friends have been dealt with really bad language for not paying the bill.
I have replied them to reconsider their decision (which I am sure they are not going to bother about).
Hence I have one suggestion never trust these guys they are real pain and there is nothing you are going to get out of this except frustration and losing money.

~Ravi