[Resolved] Reliance Netconnect — I am being asked for bill after 33 days of continued poor/no network | |
I have really been tortured by your brand over this issue.
On 12th july 2014 I lost HSD network and had 4 bars of 1X network. After four days I lost all the network and my billing cycle started on 18th July. I waited for few days to call as it is usual case with reliance and most of the times I get to use internet for only 20 days in a month due to poor service. Somewhere around 22nd July I called for issue but nothing happened and on 27th when I called again, I found out that no complaint was taken and even your executives claimed that I never called before. On 27th I registered complaint for network problem with complaint number:[protected]. On 30th july somebody called me just to say that there is some upgradation in progress in my area but he was unable to give me any details from when I willl start getting network.
On 5th August I called them for update but your officer kept saying that there is no new update. Then again on 7th August I called and requested to speak with senior executive, I asked him why I should I pay bill if I hardly got network and speed was never above 100Kbps(12Kbps)? He kept on repeating same things which wasn't relevant. I told him that I had sent complaint on email but never got any serious reply as your email exucutives only reply with a template and ask to call the call center.(I wonder why they are getting paid for the job if they are going ask customers to call the customer care number but that isn't my issue.) I asked the senior executive from escalation department to read those emails and call me back but he said he can't call me back. Then I asked him to reply me via email but he said same and finally I requested him to arrange a callback from any senior or manager as these are serious issues for many customers, but he said his senior never takes call and he can't arrange call from any manager. So finally, I requested him to terminate my service as my previous bills were paid but he refused to take my request twice. You can listen to the recordings to confirm it.
On 11th August(30days), I called again and spoke with senior executive, repeated same and finally requested for service termination but again he refused at first and second time said that executives are busy to take my request. Can't a senior executive take termination request? Then he gave me new contact number pankaj sootha[protected].
When I called on this number, which was supposed to be some senior person who can at least answer my questions and show some ethics but this guy only kept saying please wait for some time. He never answered when I will get network and why should I pay if you guys have failed to provide service. When I asked him to provide his email id where I can contact him he gave me email id of Appallate Authority promising a serious response which never happened. Also this guy promised me to callback in couple of days but never sounded that serious.
Yesterday, finally a female executive called me but never answered my questions. It has been 17 days for my complaint and 32 days without network but nobody could answer when I will get network. So finally she took my request for termination but when I found out that she didn't call me from Appallate Authority I asked her to cancel the request but she disconnected the call and took the request.
Same day in afternoon, I got call from appallate authority(Which was supposed to be a call with common sense) but the guy said he is very sorry for inconvenience and here is what he said. "I will request for waiver for you but these guys will ask for some prepayment and I don't want to keep you in the dark." He was talking like he is not your employee. I asked him why should I pay for no service of 30 days? He said I still will have to pay. And sent me confirmation email for termination request and wrote that I will have to pay monthly rental as long as my data card is not terminated.
Reliance is big brand, first of all you guys fail to provide me service for 33 days. Your executives from junior customer care to senior from appalate authority can't answer when I will get network. Your senior executives refuse my termination requests on 7th August and 11th August 4 times. Is it even ethical to ask for payment when you haven't even provided 5% of promised service? And Why your senior executive denied my termination request more than once? Why not even a single person was able to answer my questions? And why am I being asked for payment when I am not even able to use it properly? Was this information helpful? | |
Aug 14, 2020 Complaint marked as Resolved Reliance Communications customer support has been notified about the posted complaint. | |
 6 Comments | |
Comments
Dear Customer,
We have noted your complaint and the same has been forwarded to our customer service team. They will get in touch with you directly to resolve your concerns.
Regards,
Reliance Communications
We have noted your complaint and the same has been forwarded to our customer service team. They will get in touch with you directly to resolve your concerns.
Regards,
Reliance Communications
No such efforts have been made from reliance so far. Plus I got call for my termination request, and I was given the waiver of only 400 Rs. which is only 40% waiver. And data I used for the month was 1.3Gb at speed as low as 12Kbps. So you provide me poor service and you charged me 60% bill for the 26% of service. I am paying 200 Rs or nothing. And stop lying in public site at least people are reading it.
Today I received a call from reliance based on above comment. I don't understand why is it so hard for reliance to understand that
1) I was unable to use my data card because you failed to provide service. Obviously I will use network whenever I am not in hurry. But when I had to do any serious usage I was using my mobile on which I already used recharges of Rs. 600.
2) It took me 20 days just to speak to someone senior. Why such big brand keep hiding their seniors? Well now you already know that I used 1.3Gb of data from my 5Gb unlimited plan. And you guys are network providers, isn't it your duty to provide network on all days of month? That is what we pay you for. If we really want to just use data based on usage we can simply use mobiles. But from call center executive to senior in appallate authority, not even a single person have this common sense to understand me.
3) Well so first you fail to provide network. Then charge me for lowest possible speed of 8-12Kbps. And after that you ask me to pay more than the usage. In reality, you don't even deserve a rupee. Why should I pay you extra money? because you failed to provide network? Ask for charity or start a gang instead of cheating customers like this.
hey reliance,
It is really shameful to ask for bills when you fail to provide service. It is unbelievable that not even a single person was able to say "Yes sir, we got your point and it must have been really uncomfortable for you as you are unable to use internet.". But instead your seniors from Appallate Authority talks like robots as if they can't even understand. After failing for providing service, you are asking me for bills, I dont even have word for you now. When I had some problem with my Airtel DTH, a senior personally called me every other day. And took special care of the situation and I will use Airtel DTH for many coming years.
But reliance, you guys are like leeches who will even suck blood out of dead bodies. It is quite the common business sense. If you provide customer proper service and let go bills after failing to provide it. Then customer will use your service for many coming years and will even recommend it to others. Instead, you can't even let go this bill. You are irritating a 32 month old customer who paid all the bills in time, I wonder what you must be doing to your customers. Mr. Pankaj Sootha can you explain me why am I being treated like this?
I will only pay Rupees 150 for this worst service and customer care or nothing. Just have some ethics and self respect for your brand.
1) I was unable to use my data card because you failed to provide service. Obviously I will use network whenever I am not in hurry. But when I had to do any serious usage I was using my mobile on which I already used recharges of Rs. 600.
2) It took me 20 days just to speak to someone senior. Why such big brand keep hiding their seniors? Well now you already know that I used 1.3Gb of data from my 5Gb unlimited plan. And you guys are network providers, isn't it your duty to provide network on all days of month? That is what we pay you for. If we really want to just use data based on usage we can simply use mobiles. But from call center executive to senior in appallate authority, not even a single person have this common sense to understand me.
3) Well so first you fail to provide network. Then charge me for lowest possible speed of 8-12Kbps. And after that you ask me to pay more than the usage. In reality, you don't even deserve a rupee. Why should I pay you extra money? because you failed to provide network? Ask for charity or start a gang instead of cheating customers like this.
hey reliance,
It is really shameful to ask for bills when you fail to provide service. It is unbelievable that not even a single person was able to say "Yes sir, we got your point and it must have been really uncomfortable for you as you are unable to use internet.". But instead your seniors from Appallate Authority talks like robots as if they can't even understand. After failing for providing service, you are asking me for bills, I dont even have word for you now. When I had some problem with my Airtel DTH, a senior personally called me every other day. And took special care of the situation and I will use Airtel DTH for many coming years.
But reliance, you guys are like leeches who will even suck blood out of dead bodies. It is quite the common business sense. If you provide customer proper service and let go bills after failing to provide it. Then customer will use your service for many coming years and will even recommend it to others. Instead, you can't even let go this bill. You are irritating a 32 month old customer who paid all the bills in time, I wonder what you must be doing to your customers. Mr. Pankaj Sootha can you explain me why am I being treated like this?
I will only pay Rupees 150 for this worst service and customer care or nothing. Just have some ethics and self respect for your brand.
Dear Customer,
As per your telephonic conversation with our customer service associate, we wish to affirm that the aforesaid concern has been discussed and resolved to your satisfaction.
Cheers,
Reliance Communications
As per your telephonic conversation with our customer service associate, we wish to affirm that the aforesaid concern has been discussed and resolved to your satisfaction.
Cheers,
Reliance Communications
One small point I forgot to mention and here is 11th point.
When I was new customer, I called customer care and my problem was solved quickly(they were a lot better in the past maybe). I got a text for feedback if executive was able to help me. I replied yes and I got reply that no keyword found. I tried again and again and same reply. Few months ago I asked why it happens and executive told me that it is only for reliance customer.
Couple of days ago I got text if I was happy with the way my problem was resolved and I replied no. And after so many months they have not updated this system and still sends messages to non-reliance customers(Mobile operator). It shows their half baked "SYSTEM" and standards.
When I was new customer, I called customer care and my problem was solved quickly(they were a lot better in the past maybe). I got a text for feedback if executive was able to help me. I replied yes and I got reply that no keyword found. I tried again and again and same reply. Few months ago I asked why it happens and executive told me that it is only for reliance customer.
Couple of days ago I got text if I was happy with the way my problem was resolved and I replied no. And after so many months they have not updated this system and still sends messages to non-reliance customers(Mobile operator). It shows their half baked "SYSTEM" and standards.
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Well as per the attached image I received call from Appalate Authority and as I immediately can't switch to other service I am stuck with this lame service for couple of months. Following are the reasons why you should not buy reliance netconnect
1) Out of 30 days of service you will lose 10 days of service almost every month. But they charge you based on Data Usage. So if you use 3Gb of data in first 10 days or even in first 1 day and don't have network for rest of the month still they will charge you for the full bill amount.
2) You are only eligible for waiver if you use less than 50% of data.
3) The waiver they give you is always lesser than you deserve and after hundreds of calls they will give you waiver based on the usage. In my case, I had used 26%(Rs. 219) of service and bill amount I was asked to pay after many calls was 40%(Rs. 337) and finally they agreed on 222Rs. Which is still unfair as I was troubled and had to look for other options for internet.
4) Reliance have no responsibility for any kind of poor service, no matter how many days you have to wait for network. In my case, I had no/very poor network for 45 days but senior from appalate authority never answered my question "Isn't it your responsibility to provide continued service?".
5) Customer care
a) Email Executives: They reply with the template no matter what your email is. They will call you back very rarely, in my case I received only 1 one call to my 20 emails.
b) Call Center Executive: This guys are like robots and they are asked to repeat same things whatever you say. They cannot callback or can't email you or reply to any of your emails. Seniors are same in this department. Even seniors can't arrange a callback or forward your request to any senior who can callback.
c) Online Chat: First of all their chat system do not have any alert for the message so you must stare at the screen for the reply or it is of no use. Like call center executives these guys work same.
d) Appalate Authority: So called seniors to handle cases which are not handled by call center properly have no common sense either. And except their Salary and Department name I hardly see any difference in them and Call center executives. All they talked to me was "Sir you have used the data so you must pay." "Sir we have given you waiver already we can't change that.". Well if you can't change that how I got more waiver of 115Rs?
e) System: They have "System" they keep talking about. "Sir hamare system me yahi dikha raha hai.", "Sir hamare system me abhi tak update nahi hai.". If your system doesn't show any new update for 15 days, are your guys really working? Is anybody updating your "System" or not?
6) You can not rely on customer care for the solution. From 30th july to 23rd August they kept saying that some upgradation is in the process in my area and they have no updates when I will get network.
7) If you ever call customer care for network problem, they will ask you to restart system, reinstall software. Then they will tell you that your PC has some problem or your modem must be damaged. If both are fine then they will take complaint and Technical Department will call you. You will repeat same things and nothing will happen. And if you ask this person from Technical Department whether your area has some network issue they will ask you to call customer care again, just to find out that your area don't have network. Takes 3-4 days for what you could know within 3-4 minutes.
8) After 45days I finally got network. But this morning again I had Zero network and when I got the network again I decided to write this post but before I can finish it I have lost the network AGAIN. But next month they will ask me for full amount of the bill. Still thinking to go for reliance? I will recommend living in the cave instead.
9) There is another thing I have noticed about network speed. Reliance promise speed upto 3.1Mbps but for last 4-5 months I have noted that speed never crossed 1Mbps even when I had full network. Publicly lying again? Shame on you reliance.
10) The last point is miscommunication, you can never rely on what executive said to you even if he is from appalate authority. I had gotten offer from Retention Department of 10Gb plan but after couple of days I changed my mind and when I spoke with this Appalate Authority Senior he said that my plan won't change don't worry. But now plan has been changed and I will have to wait for next month to get my old plan back.
@Customers Use mobiles even if 2G, at least you will have consistent speed. These reasons are enough for anybody not to buy Reliance Netconnect, because even if you get good network when time will come these guys will cheat you for the money and will never try to understand, because their "System" have no such information.@Reliance I will keep this complaint open and hope you lose as many customers as possible. Just when you want your brand to have some standards and ethics read this post, you guys have zero standards and ethics.
BTW Posted from mobile using Airtel 3G