[Resolved]  Reliance Broadband — Extremely Poor Service and Wrong Nodal Officer EMail ID

Address:

Chennai, Tamil Nadu

My contact details : Venkatasubramanian : [protected] Ms.Venkateswari Arumugham (Nodal Officer) for Chennai Region - Reliance Mr.Boban C Mathew (Appellate Authority) for Chennai Region - Reliance Data Card Number : [protected] Complaint Number :[protected] Hi, Around 20 days back, I had requested for a Reliance Pro 3 Data Connection as part of a Corporate Promotion event by Reliance. I had insisted that they provide me demo at my residence before I purchase the connection. They came and showed demo (saravanan.[protected]@relianceada.com) and the card seemed to be giving around 3 mbps. So, I booked a conenction with Reliance for the Reliance Pro 3. I was asked to purchase the Data Card (which is proprietary and hence unusable on other networks, not even usable on the same network with a different number). I bought the card and when I tried with the new card after the conenction had been activated, the connection turned out to be extremely slow. I called the persons who had been part of the Corporate promotion at my office, and they told that the connection has been activated, and the speed will improve. But the slow speed has continued, and I have never got the same speed as shown to me in the demo with the demo card. It seems that the demo was shown on a specific card, which had been tweaked, especially to fool me into buying the connection. Just to indicate, the Connection is supposed to be 14.7 mbps, but I have not received even 10% of that speed ever. This points to malicious and false promises by your company. After trying to figure out the issue for many days, without any help being provided by your agents, I contacted the Reliance Customer Care on 20 September, 2014 around 3:50 pm. After wasting around half an hour getting me to restart my computer, install/uninstall setup and clearing cookies and all that stuff, I was told that this will be rectified by the Back end team and I was given the Complaint Number : Data Card Number : [protected] Complaint Number :[protected] Details of Interactions : Customer Care Number :[protected] 20 September, 2014 : 3:50 pm Filed Complaint for Slow Speed and not gettung the service as promised. Complaint Number :[protected] 22 September, 2014 : Nagaraj : 6:40 pm Followed up call, still no call back from Back end team and complaint still pending 23rd September, 2014 Followed up, Complaint still not worked on. 24th September, 2014 : 2:00 pm Followed up, complaint was still in Pending state and SLA already passed. 25th September, 2014 : Mary : 5:25 pm Followed up to terminate the connection due to poor and inefficient service. Not ready to take termination request. 25 September, 2014 : Varun : 6:25 pm Requested to close the connection due to deficiency in services. Transferred to : Siddiqui : 6:30 Verified details after accessing the server. Refused to close the conenction citing technical problem. When asked that they should take down a request to close the connection, refused to do so. 26 September, 2014 : Divya : 2:40 pm Requested to close the connection and told clearly that as I am not getting the service from Reliance side on the complaint. Not ready to take the request. 26 September, 2014 : Neha : 2:51 pm Requested to close the connection told clearly that the service is not as per the demo and was fooled by your agents. Told clearly to close the connection, but not ready to raise a cancellation request. When I threatened to escalate the issue through legal means, transferred to cancellation department. Transferred to : Abbas : 2:56 pm Says that Application is down so cannot take request for cancellation. When I told him that this has been status for three days, he said that he was not able to look at my Complaint status as application is down. But the first person in the chain (Neha) had checked the status and said that it was in Pending state. So, this was fraudulent information from Abbas. 27 September, 2014 : Sharif : 9:58 am Looked at the complaint and again said it was in progress. When I told to close the connection, again transferred the call. Waited for 20 minutes and no connection. As per the TRAI website : http://trai.gov.in/Content/faq_subcat_details/68_1_0.aspx Q 4. What is the permissible minimum Broadband speed limit? A. As per the regulation on “Quality of Service standards for Broadband Services” issued by TRAI on 6th May, 2006, a subscriber should get minimum 80% of the subscribed broadband connection speed from ISP Node to user. I have never received even 25% of the 14.7 Mbps data speed that was the subscribed speed for the connection. So, as per the “Quality of Service standards for Broadband Services”, the connection I have been fooled into purchasing does not meet the Quality Standards set up by TRAI. I wrote a series of mails to the Nodal Officer, the Appellate Officer, the Customer Care EMail ID and the Reliance Agent who provided me the number (Reliance ADA EMail ID) Interestingly the Nodal Officer email ID mentioned on the TRAI websitte is wrong. The Appellate Officer chhose to sleep on the mail, until I added the Pricipal Adviser in TRAI. The Appellate Officer sent the follwoing communication : Dear Customer, This is with reference to your e-mail for Reliance Netconnect+ number [protected]. We regret the inconvenience. Your complaint has been registered with service request ID: UCS47402920 on 26/09/2014 at 05:55:57 pm and it will be resolved within 15 days from the date of compliant registered. The monthly rental is applicable as long as the services of your number are active. During the suspension of the services, you will not be charged for the monthly rental. The services of your number will be suspended within 7 days. You will receive a call from us within 7 days to process your request. Assuring you of our best services always. Thank you for choosing Reliance. Regards, Appellate Authority Chennai ____________________________________ As the deficiency of service is on the part of Reliance, I have replied back to this mail. It is unfair to ask the customer to pay for services when I am not getting what had been promised. Why should they take 7 days to suspend the services? Why should I pay for those 7 days. Why should I even pay from the time I lodged my first complaint on 20th September, espec ially when they did not do anything on the complaint. I am considering taking this to the Consumer Court in Chennai.