[Resolved]  Reliance Communications - Anil Dhirubhai Ambani Group — Ridiculous Customer service and Rude reply to customers - hopeless customer service ever seen..

To, PRESIDENT and CEO,
Reliance Communications,
Anil Dhirubhai Ambani Group

sir,
here with I would like to forward you some shocking facts about the Reliance Communication Customer Care .. And would like to tell you that, it's the worst ever I had such customer service experience.

Pls have a look my below conversation and you can come to know till what level they can frustrate customers..

My first ever complaining email is right into the bottom.. and above all are communication with your team with dates mentioned..


[protected][protected][protected][protected]
Savita,

Have you ever gone thro my complain ??? which i have written in long email at very first time ????

YOU OFFERING ME A WAIVER OF 220.60 RS/- !!!!!!!!!!!!!!!!!!!
CAN YOU PLS JUSTIFY THIS WAIVER AMOUNT ??? AND IN RETURN I WILL JUSTIFY FOR WHAT I AM DEMANDING..

I AM DEMANDING BECAUSE ALL RELIANCE CUSTOMER CARE PEOPLE WHOM I NAMED CHEATED ME FOR 12 DAYS AND I LOST LOT OF BUSINESS IN THOSE 12 DAYS DUE TO MY INTERNET WAS WORKING.. AND ABOVE ALL THEY FRUSTRATE ME SO MUCH BY TELLING ME LIE ALL THE TIME AND ALSO YOUR PROJECT LEADERS HAVE TALKED TO ME VERY RUDELY SOMETIMES INSPITE OF LISTENING MY COMPLAIN.

ANYWAYS, I AM NOT BEGGING FOR WAIVER , I AM DEMANDING A WAIVER WHICH SHOULD JUSTIFY MY BUSINESS LOSS.

ABOUT THE PHONE, IT SHOULD NOT STOP , AS I HAVE NOT GOT ANY BILLS FROM YOURSIDE .. AND I WILL NOT PAY TILL TIME I WON'T GET PROPER WAIVER.

AND IT'S BEEN 2 MONTHS , AND I AM FIGHTING FOR MY RIGHTS HERE AND YOU GIVING ME WAIVER OF 221 RS ???? AFTER WAITING FOR 2 MONTHS ????

TAKE THIS NOTE SERIUOSLY , ELSE I AM MOVING AHEAD WITH THIS TO HIGHER AUTHORITY AND OTHER NET BLOGS AND MEDIA..

WAITING FOR YOUR FASTEST REPLY NOW........

PRANAV BHATT

----- Original Message -----
From: [protected]@relianceada.com
To: Pranav K Bhatt (Pinnacle Technosys)
Sent: Tuesday, September 01, 2009 8:41 AM
Subject: RE:'ADAG=[protected]'Reference to your mail


Dear Customer,

Thank you for contacting Reliance Broadband Customer Care.

We regret the delay in response to your request and apologize for the inconvenience caused to you.

With reference to your e-mail regarding "Waiver For Service Faults", please note that your complaint has been registered under Service Request ID[protected] and the same would be resolved from our end with the resolution that necessary waiver of Rs. 220.60/- is pass in your account.

Further in reference to your mail regarding your services, please note that the services of the said number is suspended due to non-payment of the bill.
Hence, we request you to make the payment of Rs. 918.24/- at the earliest and due date was 01 /September /2009.

Further to inform you that kindly revert back if you have any Complaint against the customer care official or any other issue.

Looking forward to serve you in the future.

For additional product and service related information, you may contact us through any of the following means:
Phone:[protected] from any phone (Toll free) or,
[protected] from any phone.
Email: [protected]@relianceada.com
Website: www.rcom.co.in

You can also book your service complaints online at http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp

Yours sincerely,

Savita Singh
Broadband Customer Care
Reliance Communications.

Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments).
Requesting you to please create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.

The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.

This electronic message transmission contains information from Reliance Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.



-----Original Message-----
From: Pranav K Bhatt (Pinnacle Technosys) ([protected]@pinnacletechnosys.com)
Date: Tuesday, September 01, 2009 12:13 PM
To: [protected]@relianceada.com ([protected]@relianceada.com)
Cc: devang.[protected]@relianceada.com (devang.[protected]@relianceada.com)
Subject: Re: RE: Reference to your mail

How long this will take more ?????????? Till today it's been more then a week I have received this email and no one has contacted me for the resolving my complain... Due to this my Reliance Phone also has stopped working !!!
Pls get it working ... my no is :[protected]

it's so frustrating customer care services I have ever experienced with !!!!!!!!!!!!!!!!!!!

look at details below .............
----- Original Message -----
From: Pranav K Bhatt (Pinnacle Technosys)
To: [protected]@relianceada.com
Cc: devang.[protected]@relianceada.com
Sent: Tuesday, August 25, 2009 12:02 AM
Subject: Re: RE:'ADAG=[protected]'Reference to your mail


Dear Aman,

After a long waiting , Thanx for this email.
And I really hope, it would not take more then 72 hours to get in touch with me on same !!

Pranav.


----- Original Message -----
From: [protected]@relianceada.com
To: Pranav K Bhatt (Pinnacle Technosys)
Sent: Monday, August 24, 2009 10:41 AM
Subject: RE:'ADAG=[protected]'Reference to your mail


Dear Customer,

Greetings of the day!

We regret for the delay and inconvenience caused.

This is with reference to your e-mail regarding "Bill related dispute". Please note that your complaint has been registered under the Service Request ID[protected] and the same would be resolved in the next 72 hours.

Further to your concern regarding "Complaint against the customer care official", please note that we have documented your complaint and forwarded the same to the concerned team who will review the same. They will be in touch with you on this subject.

Kindly be assured that we would do our best to resolve your concern.

We once again regret the unpleasant experience faced by you and assure you our best services in future.

Looking forward to serve you in the future.

For additional product and service related information, you may contact us through any of the following means:
Phone:[protected] from any phone (Toll free) or,
[protected] from any phone.
Email: [protected]@relianceada.com
Website: www.rcom.co.in

You can also book your service complaints online at http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp

Yours sincerely,

Amar Verma
Broadband Customer Care
Reliance Communications.

Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments).
Requesting you to please create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.

The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.

This electronic message transmission contains information from Reliance Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.





-----Original Message-----
From: Pranav K Bhatt (Pinnacle Technosys) ([protected]@pinnacletechnosys.com)
Date: Monday, August 24, 2009 04:12 PM
To: Care Email ([protected]@relianceada.com)
Subject: A serious complain Against Reliance Broadband internet connection and Customer care people..

Cc: devang.[protected]@relianceada.com (devang.[protected]@relianceada.com)
Subject: A serious complain Against Reliance Broadband internet connection and Customer care people..

THIS HAS BEEN OVER 1 MONTHS AND I HAVE NEVER GOT ANY REPLY FROM RELIANCE PEOPLE ABOUT MY FRUSTRATING EXPERIENCE... AND COMPENSANSATION WHICH I AM ASKING..

I AM FORWRDING THIS AGAIN AND THIS TIME I AM VERY SERIOUS TO TAKE THIS CASE FURTHER MORE TO OTHER BLOGS .......... PLS LOOK AT MY DETAILS BELOW..

----- Original Message -----
From: Pranav K Bhatt (Pinnacle Technosys)
To: [protected]@relianceada.com
Cc: [protected]@relianceada.com
Sent: Sunday, July 19, 2009 2:12 AM
Subject: A serious complain Against Reliance Broadband internet connection and Customer care people..


I SENT BELOW COMPLAINING EMAIL 2 DAYS BACK AND STILL THERE'S NO REPLY FROM YOU GUYS !!!!!!!!!!!!!!!! I AM GOING AHEAD WITH THIS COMPLAIN IF I AM NOT HEARING FROM CONCERN DEPARTMENT IN NEXT 24 HOURS. ...
----- Original Message -----
From: Pranav K Bhatt (Pinnacle Technosys)
To: [protected]@relianceada.com
Sent: Friday, July 17, 2009 1:07 AM
Subject: A serious complain Against Reliance Broadband internet connection and Customer care people..


I WOULD NOT START THIS COMPLAIN EMAIL EVEN WITH HELLO OR DEAR.... PLS READ MY ENTIRE CASE AS BELOW.. AND RESPOND ME ASAP.. I AM THAT MUCH FRUSTRATED..

Myself Pranav Bhatt - And I own a Software Firm - Pinnacle Technosys. I work with Offfshore Consulting.. And I use internet 24*7 . I have 2 lines, one is reliance broadband which is for my personal cabin use and one is Tata VSNL for my staf[censored]se. I am using Reliance connection since last 10 months, And in past several time I had bad experiences with Reliance Customer Care but I ignored it , due to my busy schedule. But this time, Reliance staff has tried out my patience and they literally FRUSTRATE ME WITH THEIR LIES AND FALSE PROMISES AGAINST MY COMPLAIN OF INTERNET DISCONNECTION.

MY ACCOUNT NO :[protected] , you can track my complain details thro this no. I LAUNCH MY COMPLAIN ON 6TH OF JULY FOR DISCONNECTION OF MY INTERNET. AS ACTUALLY INTERNET WAS COMPLETELY DOWN FROM 4TH OF JULY .. BUT I THOUGHT, AS WAN LIGHT WAS NOT ATALL WITH INDICATION , IT COULD BE A MAJOR FAULT AND RELIANCE TEAM MUST BE KNOWING THIS AND THEY WILL RESOLVE IT ASAP. BUT THAT NOT HAPPENED AND AFTER 2 DAYS OF WAITING I LAUNCHED COMPLAIN THRO RELIANCE CUSTOMER CARE ON 6TH OF JULY AT 9.30 AM AND AS USUAL THEY ASSURED ME FOR 24 HOURS TO HAVE RESOLUTION OF MY COMPLAIN.

I WAITED 6 HOURS AND IN EVENING I AGAIN CALLED UP TO HAVE THE FEEDBACK BUT THEN SAID AGAIN SAME, THAT I'LL BE GETTING CALL BY THEIR CONCERN TEAM. AND IT HAD NEVER HAPPENED IN FIRST 24 HOURS.

NEXT DAY MORNING I AGAIN CALLED UP AND TALKED TO EXECUTIVE AND THEY AGAIN SAID SWEETLY THAT, SOME ONE WILL BE FOLLOWING TO IT ASAP AND I'LL GET CALL AGAIN, I WAITED FEW HOURS AND IN EVENING I CALLED UP AGAIN AND TALKED TO TEAM LEADER NAMED SUJITH.. AND HE ASSURED ME THAT, I'LL GET CALL IN FEW TIME OR NEXT DAY MORNING BY RELIANCE CONCERN TEAM. BUT IT HAD NEVER HAPPENED AS USUSAL.
SO, THT'S EXPERIENCE OF FIRST TEAM LEADER.

ON WEDNESDAY, MORNING AGAIN SAME STORIES AND I STARTED TALKING TO YOUR NO OF SUPERWISERS AND TEAM LEADERS... THEIR NAMES ARE AS FOLLOWS ::

SUPERWISERS :
SUJITH
VANDANA
MANEET
NAINA PATIL
PRITI
HARSHIDA

TEAM LEADERS:
HARDIK
CYRUS

ALL OF THEM HAVE GIVEN ME FALSE PROMISES ALL THRO THE WEEK AND NO ONE GOT BACK TO ME WITH THE TRUETH WHY THE INTERNET WAS DOWN FOR SO LONG.. HARDIK - TEAM LEADER GAVE ME TIME LINE OF 3 DAYS ON LAST THURSDAY AND ASSURED ME THAT IN 3 DAYS SOMEONE WILL BE CALLING YOU AND LETTING YOU KNOW ABOUT THE PROBLEM AND MY PROBLEM WILL BE RESOLVED.. BUT IT HAD NEVER HAPPENED SAME AS BEFORE. AND ON SUNDAY - 12TH JULY I CALLED UP AGAIN AND TALKED TO ONE OF YOUR SUPERWISER AGAIN WHOM I NAMED ABOVE AND THEY ASKED ME THAT ONE OF OUR TEAM LEADER WILL CALL ME IN 1 HOUR AND THIS TIME TEAM LEADER CYRUS CALLED BUT IT TOOK 1.40 HOURS .. AND NOT IN STATED TIME LINE OF 1 HOUR.. AND HE HAS SAID RIGHT CAUSE OF WHY MY INTERNET IS DOWN.

So, entire 1 week , all the Reliance staff was fooling around with me by stating that my connection will be up in next 24 hours. and they were not revealing actual fact ever why my connection was down as i was asking it many time. On sunday, when cyrus said that there's a permission issue and now we can not say any timeline when this connection will be starting up ... then I said, why then Hardik given me false promise of 3 days earlier ??? Being a team leader he should not fooled me .. as all other supervisers and executives of reliance were doing with me since 1 week.

Then cyrus said that, he will ask hardik to give me call on monday in evening and he will ask for clarification. But monday evening gone and no one contacted me. then, I contacted again and talked to one of your team leader again named Harshida and i asked her that, i want to talk to Manager. And she said, managers are busy with meetings and Rajeswari - A manager will call me around 8.00 pm in evening. that was talk on tuesday. But no one called me in evening atall. And I kept waited.

So, Finally on next day, I could able to call one of your Manager - Jasmin..An another hopeless guy. And he listened my problem and he was explaining Reliance internal problem to me on tuesday. ARE THE CUSTOMERS THERE TO UNDERSTAND RELIANCE PROBLEM OR CUSTOMER CARE IS THERE TO UNDERSTAND CUSTOMER'S PROBLEM ????? PLS MAKE HIM UNDERSTAND THIS..
And HE asked me that, he'll be reverting me back by wednesday evening between 4..30 to 5.00 pm .. but his call was not there untill 7.30 pm in evening on 14th july.. After a long day waiting, he said me that, he is still investigating and he'll be telling me right time frame by tomorrow.
Next day again he called up same time at the end of my day .. and was explaining me problem again, and I asked him that, you putting me in waiting for entire day and at the end of day you calling me and explaining me problem of reliance , I am not there atall to understand reliance problem .. ... As reliance is not there atall to understand my problem , though I am paying all the bills Reliance is not providing me any serivces and it's just fooling around with me more then a week...

I could never expect a managerial level such frustrative talks with company like Reliance.

At the end, Jasmin was explaining me, that he is all day busy for his other work and when he gets time, he can call me.. :) Such a nice customer care answer from a manager.. could you believe ?
But still i offered him that, you include me , because it's my society permission issue and i can explain someone better in my society then you guys... And still he was just arguing with me and spoke to me very rudely that day..

Finally, on wednesday nite, local Baroda field manager called me Nayan - his mobile no : [protected] .. Now, you can call this no and ask Nayan, that how I helped in solving this problem on 16th morning.

And problem got resolved..I HAD TO PUT ALL MY WORK ASIDE AND HAD HELPED RELIANCE FIELD STAFF IN RESOLVING THIS PROBLEM.

BUT NOW, I WANT ALL 14 DAYS OF COMPENSATION FROM RELIANCE, AS NET WAS DOWN AND I LOST 30,000$ BUSINESS IN THOSE DAYS .. IF RELIANCE WANT I CAN PROVIDE PROOF OF LOOSING THE BUSINESS..I WOULD NOT PAY ANY BILLS FOR NEXT 6 MONTHS..

I ALSO WANT ACTIONS AGAINST RELIANCE CUSTOMER CARE STAFF WHO IS CHEATING WITH CUSTOMERS BY PROVIDING FALSE INFO AND FALSE COMMITMENTS, YOU CAN LISTEN OUR ALL RECORDED TALKS AND SEE HOW YOUR MANAGER - JASMIN HAS TALKED TO ME AT THE END.

ALSO, RELIANCE CUSTOMER CARE HAS GIVEN ME LOT OF FRUSTRATION AND MENTAL STRESS ALL THESE DAYS AND I NEED COMPENSATION OF IT.

IF I WOULD NOT GET ANY SATISFACTORY ANSWER FROM RELIANCE THEN, I WOULD GO TO CONSUMER COURT AND ALL MEDIA CHANNELS AND I WILL PUBLISH MY THIS EXPERIENCE OF FRUSTRATING ME MORE AND MORE..

At this moment, I would say, that, NO ONE SHOULD USE RELIANCE CUSTOMER CARE FOR COMPLAIN REQUEST. ENTIRE TEAM INCLUDING MANAGER WAS SO FOOLING AROUND WITH ME ALMOST 12 DAYS.

And if I dont get a proper compensation and satisfactory answers from your side within 48 hours , then , As an end customer , I will take up further actions .
Waiting for your generous reply,

Sincerely,
Pranav.