BIG TV — Very poor Customer Care & After Sales

 
2 Reviews
Mavelikara, Alappuzha District, Kerala, India
 haskey
Hi,

Myself Arun Vijayan, from Kerala. I was a big fan of BigTV but now I will think twice before buying any Rel. Product. My smart card no. is[protected].

These are the areas - I believe - BigTV need to work,

First - Customer Care
[protected][protected]
* Very poor training to C.C.(customer care) Staff
After a long wait to get connected to C.C. - probable over 15min. - a C.C. Rep. pops up and stands by for service.
You ask him any question, his next reply will be - may I put you on hold, this was true for me in 7 out of 10 times. Sometime the hold may last for over 15 to 20 min, a new guy pops up and stands by for service, remember the first guy - where is he now, what for we where on hold - no idea.
The second one will have a bit bossy type voice - thinking he might help, we repeat the question, again in another 1 min., the very old question comes up - "may I up you on hold". Well this hold will only last for 5 to 10 min.
The C.C. Rep., pops back and says - Its a technical complaint - this will be informed to the back end. Do you think its for this answer we having been waiting. Ashamed of myself I usually, drop the call.

* Very low standards -- overall
Sometime if you are so lucky, when calling to BTV C.C., even if you select your preferred Language as English, to will land up in Telugu or Kannada C.C. of BigTV. Here these people will not speak a word in English or will not transfer your call to a English C.C.. You have to cut the call and start the process all over.
Have you ever heard old Chinese or Japanese people trying to talk in English - just try remember their English slang. I am so sorry to say but if you haven't experienced - try call BigTV C.C..

Second - 2 hidden technical complaints
[protected][protected][protected]
* Select Button in BigTV Remote
After a software update from the vendor in April 2010 (last week if am correct), the select button in BigTV remote or the PIP (Picture in Picture) function where 12 channels are displaced in one screen have stopped functioning.
Now (as on 08 - Sep - 2010) you can only view the movies group, all the other groups have goen.

* Forced to see one channel first
Normally before April - when watching a channel, you press power button on your remote, there is a big time delay
for the STB to power down. Thats ok I can adjust with this. But the moment you power down the STB and restart, channel "100 - Preview" is a forced to view - channels. When compared with other DTH operators, this is not the case.
Complaint comments  1 Comment     Updated: Share0Tweet0

Comments

From
Vijimol.J.V.
Smartcard No.[protected]




Very poor Customer Care & After Sales-Set up box non-replacement for 2 months
Hi,

Myself Vijimol J V, from Kollam, Kerala, very much aggrieved with the poor customer relationship of the customere care centre and the nearby customer relation centre at Anjallumoodu, Kollam. My smart card no. is[protected]. I had put many a complaint regarding my set up box for the last two months. The last two complaint No.s which I had noted down is as follows.[protected] &[protected]. The problem is the visual changes to blue and later total black out. Continuous playing never lasts for a 10 minutes.
After an hour rendering call I got connected to C.C. - probable over 15min. - a C.C. Rep. pops up and stands by for service.
You ask him any question, his next reply will be - may I put you on hold, this was true for me in 7 out of 10 times. Sometime the hold may last for over 15 to 20 min, a new guy pops up and stands by for service, remember the first guy - where is he now, what for we were on hold - no idea.
The second one will come - thinking he might help, we repeat the question, again in another 1 min., the very old question comes up - "may I up you on hold". Well this hold will only last for 5 to 10 min
After many a such calls for the first time, The very imp person arise in my home, ‘One of the technicians’ He changed the AV CODE to COMPONENT OUT and told if the problem still exists call back. He had left after a few minutes the problem started. I called him back to the no. he had given me. But showed no response at all.
I called back to the customer relation center (Nearby one) at Anjallumoodu. The call was answered;” the complaint is regarding the set up box and it has to be replaced”. He gave me a new date. I asked him if he can come after working hours to which he had agreed. Still I took leave and waited for the technician to come. None came. Again started the same process calls to the toll free nos. none responds for the first three or five calls. After all when we get the CC, starts the same questions and answerings. After a long holds and waiting the call transfers to the Technical section and the technician started asking the same questions. After such a Himalayan task, he began giving instructions for software updation. For a while the setup box started working. Later the Shankaran began to climb the coconut tree. The problem still persists.
I had started a fresh complaint (No.[protected] again to which the CC replied The setup box will be replaced before 08/09/10. I believed him and took leave on that day waiting .None come. I called the nearby center Anjalumoodu, Kollam to make it sure that they reach our home the next day. The man there answered politely that Set up box is out of stock and he will fix it by Friday. We too have leave. Today, Friday I called the CC, Anjalumodu. To which he changes his words that he had told me that he would send the technician Saturday. It is unbearable and exceeding all the limits. Tomorrow I m out of station. So I thought of moving to the Consumer court suing this irresponsible service centres and for damages and compensation for the wastage of my time.

It is shame that such a great company like reliance has such an irresponsible customer relation centers.
Now I had been spending an Hour each with the CC daily. To all CC executives I may be familiar now.

We’re working people and had spent two days casual leave for the replacement of the set up box.


I think, there is no co ordination with the Customer care at Bombay and the local centres. Different directions are given by both these centers. Both irresponsible.

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    BIG TV - Very poor Customer Care & After Sales