Reliance Telecommunications — Customer Care Services

Address:

Indore, Madhya Pradesh

Hello,

I have been a Customer of Reliance since 2003 with almost 7-8 connections in my Family itself.
Here are a few observations about Reliance Customer Care:
1. Reliance Pre-Paid Customer Care is chargeable and not a free service. The Customer Care Lines are disturbed everytime and we have to repeat the communication multiple times. It seems that it is intentional to prolong the calls. The Customer Care Agents also try to prolong the calls with the discussions and questions of no use, before coming to the issue. The IVR asks the Customer, a number of questions and also demands to enter the Mobile number, than to the Agents ask: Is this the same number You are calling for? and on replying Yes, they ask: Please confirm Your number. This is purely illogical and I consider this as an unfair practice.
2. Since Years, whenever I called the Customer Care, the Agents say that the System is undergoing upgradation and please be on hold. Reliance is such a big Organization and dont they have good systems? Does their System always need upgradation or are the Agents fooling the Customers?
3. If You demand talking to a Supervisor or Floor Manager regarding the issue, the Agents would say that he is not available, but if You tell that You are very happy and want to appreciate the Agent, the Supervisor is instantly available. How-come this magic happens?
4. This is a general concern about all Telecom and Banking Companies. Whenever we call on Customer Care, we have to face long IVRs which almost ask us all the queries before passing the call to a live person and as soon as we are transferred to a live person, we are questioned: How may I help You? Please confirm these details? Then, what is the use of IVR???
5. There is on synchronization between Reliance Customer Care and Reliance Web Worlds. The People at Reliance Web World sell plans and recharge, top-up vouchers by making false commitments, which we come to know through the Customer Care, after the Charges have been deducted heavily. Recently, the web-world people issued me a top-up of Rs. 599/- which gives facility of all India Reliance Free, half an hour free calling to other local service providers, unlimited free SMS and specifically that this plan remains active in Roaming. I went to Mumbai and found the charges to be deducted. On talking to Customer Care, I came to know that the Plan remains active only in Home location and not in Roaming. Why do these big companies do such small pickpocketing???

Looking forward that someone listens to my concerns and get some actions done. Else yaha aam aadmi ki sunta kaun hai...

Regards,
Ravi Baid