[Resolved]  Reliance Wimax — Reliance WiMax Damaged My New Laptop

I have taken WiMax internet connection from Reliance Communications on 03-May-2008, my Subscriber ID is[protected]. They gave one POE (Power Over Ethernet) box which will power the antenna which is installed in the terrace over Ethernet RJ-45 cable and it will also send the internet data to my Laptop.

On 11-03-08 Sunday, my laptop was ON and was connected to AC power for charging and was connected to this POE, then I heard a blast from that POE and smoke was coming from that and my laptop also went off. From that point onwards my laptop is not working and the cable that goes from POE to my laptop melted and jammed inside my laptop itself and it is not coming out. And also I could get the burnt smell at the place where the cable has jammed with the laptop.

My laptop is a brand new one not even three months old and costs Rs.55, 000/-. My laptop was burnt because of the instrument given by reliance so it has to bear the total cost of the laptop.

From that day onwards I was in total distress. I called Reliance Communications customer care and registered a complaint on the same day (11-May-2008) also I sent a mail to broadband customer care mail ID [protected]@relianceada.com. One Mr. Prashant Tawade replied giving the complaint number “68365835”. After that I waited for response, but in vain.

On 12-05-08, I called up RC (Reliance Communications) and told the whole problem to Mr.Rakesh and asked him to do something about it. He told that “he will be forwarding the issue to the “concerned department” and they will get back to me “as soon as possible”. I also mailed to [protected]@relianceada.com, Rcomnodalofficer.[protected]@relianceada.com and Rcomappellateauthority.[protected]@relianceada.com but no body responded.

I called RC once again on 13-May-2008, and repeated the whole problem to Mr.Sunish and asked him what has happened to my complaint they said that it has been closed. I was shocked, not even a single sole contacted me but simply it was closed. I asked him to read the complaint and the response written there in the complaint. It was written like, customer was facing problem with internet connection, so rectify it. And the response from technical team was it has been rectified. They have written their own complaint and without coming to my house or calling me they have given their own response and closed the complaint. So I asked him to transfer the call to his superior. One Mr.Rajesh spoke to me and asked me what happened I once again told everything and he told that he will take another complaint and gave another complaint number which is “68514757”. Then Mr.Tousif from Technical Division called me and asked what the issue was; again without hesitation I told everything hoping something will happen, he took the complaint once again and gave me another complaint number “68517742”. I also mailed a detailed complaint pleading for some remedy to [protected]@relianceada.com, Rcomnodalofficer.[protected]@relianceada.com and Rcomappellateauthority.[protected]@relianceada.com. I started waiting again for some response, but as usual no response.

On 14-May-2008, I called up RC and spoke to Mr.Mannath, explained him the whole situation made him understand my mental distress, the way the customer care is ignoring my complaints by not responding, my mental agony and the loss which I am facing financially, personally and officially because, I have lost both personal and official data which was there in the laptop and my whole career history was there in my laptop. And I pleaded him to do something about it. He told that he will put it on high priority. On the same day one Mr.Ganesh from Reliance called me from this number[protected] and told that he will be sending a person to attend my issue and also made me to speak with Mr. Prakash[protected] from Qualtech Telesys Pvt Ltd, who will be responsible for attending my issue. Then by evening two persons Mr.Shinil ([protected]) and Mr.Paul came to my house and told me that they have come to rectify the internet connection complaint. I was shocked once again, but still I asked them to check what has happened to POE and why it crashed my laptop. But they told that they don’t know anything about this checking and all, what they can do is just to replace the faulty things, then they replaced the POE and made the internet to work, which was not my requirement at all and that was not the complaint which I gave. So I was fooled once again by Reliance. Then I was in so much distress, depression and agony being fooled by Reliance again and again. I mailed again to [protected]@relianceada.com, Rcomnodalofficer.[protected]@relianceada.com, Rcomappellateauthority.[protected]@relianceada.com, [protected]@relianceada.com and [protected]@bol.net.in expecting at least somebody will take this issue seriously. I got a reply from Mr. Sandeep Poojary on 16-May-2008 saying that my complaint has been documented and forwarded to service Assurance Team and they will review it. But there was no response till now.

On 17-may-2008 I sent my complaint as FAX and Registered post to

1) Reliance Communications Limited
Dhirubhai Ambani Knowledge City
Navi Mumbai 400709,
Tel No. :[protected]
Fax: 022 – 3033 7878

2) Service Assurance Cell,
A Block, 2 nd Floor,
Reliance Communications Limited
DAKC, Kopar Khairane,
Navi Mumbai – 400 710
Fax: 022 – 30388005

3) Ms. Lakshmi.V (Nodal Officer)
Reliance Communications Limited,
RCOM House,
3rd Floor, B Block,
Hessarghatta, 8TH Mile Stone,
T. Dasarahalli, Peenya,
Bangalore
Phone:[protected] /[protected]
Fax: 080 – 30332676


And I waited for response, but till now there was no response.

On 20-May-2008, I spoke to Mr.Vikas and Mr.Kousif, from RC and asked about the status of my complaint; he said that the complaint was closed. I was shattered by this reply. How come without solving the problem of the customer they can close a complaint? That too they have given the reason that everything happened because of “High Voltage”. How come without even coming to my house they can say that it is because of high voltage. My house is equipped with Circuit breaker and Fuse to cut the power in case of voltage fluctuation and we have proper earthing also. And also I have Spike buster or Surge Protector to which POE, my laptop and my speakers are connected. Nothing happened to my laptop power adapter or Speaker adapter but only POE burnt. And my TV which was ON at that time is also working fine. If voltage fluctuation would have been the reason, then my TV, Speaker adapter and my Laptop adapter also would have been dead by now, but these Reliance people without even coming to my house blindly gave a statement saying that everything happened because of high voltage and closed my complaint. I was in so much shock, knowing that I have been cheated so brutally. I asked them to give the Technical Person’s name and number, who had given the false report, so that I can talk to him, but they did not give. So I asked them to take another complaint saying that they have closed the previous complaint without solving it. They registered the complaint and gave the complaint number as 68908898. Later Mr.Asim and Ms.Anitha called me from Reliance Technical Team and asked me to mail everything to broadband.[protected]@relianceada.com. I did so, and started waiting.


On 21-May-2008, I got fed up of waiting and called the Nodal Officer for Bangalore Reliance Communications Ms.Lakshmi.V and somebody Ms.Ambika picked up the call and told that she is working with her so that I can talk to her regarding the issue. When I asked her why I did not receive any reply to the mails which I have sent, she told that she did not receive any mail and asked me to re-send the mail to the “same” mail id (Rcomnodalofficer.[protected]@relianceada.com). I have sent the mail and waited for response. She called me back saying that she has forwarded to the broadband head and they will get back to me. I started waiting again.

On 22-May-2008, I got a call from Ms.Geetha[protected], she asked me about the problem and I told her about everything. After some time she has sent a mail saying that, her Engineers have confirmed that the damage caused to the laptop was not due to POE. I was once again pushed down. How come a person can find out that the POE did not cause the damage to my laptop with out even opening the seal of the POE. The “engineers” who these people are referring to (Shinil & Paul) are not even qualified technicians, as when I asked them to check what has happened, they said that, they don’t know to do anything of that sort and they know only to replace the old with the new one. And Reliance is now telling that these “Engineers” have confirmed that POE did not damage the laptop. I feel this is injustice; they are simply not ready to take responsibility to solve my problem.

What should I do or how should I proceed to get the compensation for my damaged laptop from Reliance.