[Resolved]  Prepaid Modem Connection Of Reliance Communication — Poor after sale support of the reliance web world staff

To,
Reliance communications customer care center
Subject: Third reminder of the complaint about USB modem as was lodged for the first time on 18th may 09.
Dear Sir
Your department has still not responded to my complaint that was originally lodged on 18th May 09.
By delaying the response, you are deliberately ensuring that validity of my recharge voucher of Rs 111 will also expire. Your inefficient web world service has already consumed my Rs 97 paid on their suggestion for validity recharge.
Hope your service is also not as useless as the webworld servive.
Thanking you
Abhay Gandhe
Nagpur
[protected]

----- Original Message -----
From: Abhay Gandhe
To: [protected]@relianceada.com
Sent: Thursday, May 21, 2009 4:30 PM
Subject: Fw: Reminder: Complaint about usb modem connection


Second Reminder of the complaint lodged on 18th May 09 through e mail as the complaint is still not attended.
From Abhay Gandhe, Nagpur

----- Original Message -----
From: Abhay Gandhe
To: [protected]@relianceada.com
Sent: Wednesday, May 20, 2009 12:11 PM
Subject: Reminder: Complaint about usb modem connection


Reminder of the complaint because the original complaint was not attended so far
From- Abhay Gandhe, Nagpur
----- Original Message -----
From: Abhay Gandhe
To: [protected]@relianceada.com
Cc: arun dolke
Sent: Monday, May 18, 2009 1:58 PM
Subject: Complaint about usb modem connection


To,
Reliance customer care department
Subject: Complaint about poor quality technical services from the reliance world outlet in Shankarnagar, Nagpur for operting USB modem
Context
My reliance prepaid handset ( modem) connection no is [protected] which was purchased very recently.
I have purchased a Reliance prepaid connection for internet connectivity through USB Modem LXU- 800. This was done through Reliance web world - Shankarnagar, Nagpur against the invoice no [protected] dated 5.5.09 for total payment of Rs 2589/- ( Inclusive of cost of modem + GSK Pre paid kit).
The modem RSN/ ESN no is RL GCP[protected]
This connection was activated on 7.5.09 with a recharge voucher of Rs 111 purchased from Shankarnagar office. The Web world staff has promised me that the recharge voucher will give me 5 hours of internet connectivity and has a validity of one month.
No additional payment for validity recharge was done as the staff told me that it is not needed.
Problem
The modem has stopped functioning ( not connecting to internet) from 15 May 09 onwards. Enquiries with your customer care representatives ( CCR) in Shankarnagar office have revealed that the connection validity has expired.
I was promised usage of 5 hours and 1 month validity against the recharge voucher of Rs 111. This means that the validity should have expired on 6.6.09. How come your system is indicating expiry of validity within 10 days?
I have attached here image of details of my modem usage as indicated by the modem since your system has suspended my internet access. You can very clearly see that the modem was used only for 34 min and 34 seconds for a receiving/ sending of 95.43 bytes only. Is your voucher of Rs 111/- is worth just this minimal use?
Your CCR are now saying that the validity recharge is a saperate process. I was not told this while purchasing the modem.
I am not sure as to whether the validity recharge is required and what is the exact amount because none of your staff in Shankarnagar webworld office has clarity on the issue. While purchasing the modem on 15th May, your CCR ( Ms Smita) has told me that I need to recharge validiy for lifelong by paying Rs 300. However her senior staff ( name not known) ruled this out saying that no such payment is needed and hence it was not done. On the 18th May 09, your CCR ( Ms Anoushka) told me to pay Rs 97 to ensure lifelong validity. This was promptly done by paying in cash Rs 97 at the Shankarnagar office. Even after this, the connectivity of my modem is not restored. Further enquiries revealed that for lifelong recharge, I need to pay additional Rs 649. Even if I pay another Rs 649, none in your web world is able to clarify to me as to what will be the fate of my current recharge voucher of Rs 111 that has become dysfunctional because your CCR could not properly guide me.
Nobody in your web word is ready to give written invoices for any services and all the payments are done against oral instructions. So verification of information that is given to the customer is not properly done.
When reliance communication boasts of availability of top class internet services, why can you not depute at least one technically perfect ( in internet services) staff in each web world or why not manage the same support through outsourcing. It is a common sight in web world stores to find customers struggling with modems and the staff to manage the set up of system. The webworld staff just sells the modems and the customer is then left to manage activation/ trouble shooting on his own. Is it not your responsibility to ensure that every modem sold through your system connects properly with customer's computer? I have to spend at least 5 hours on 6th and 7th May to get the new modem properly installed and activated for which there was absolutely no support from your center. It was all done by externally sourced expertise.
Negotiating with the CCR in the webworld is extremely slow and time wasting process. On the 18th May, I was negotiating the complaint with Shankarnagar CCR ( Ms Anoushka) since 11.30 am to 1.00 pm and yet my problems are not solved. Ultimately I have to give up to do other important works elsewhere.
A similar complaint was also registered in to your system through the Reliance web world- Shankarnagar on 16.5.09 by your CCR ( Ms Varsha). It is highly doubtful if the problem gets solved through your team that is not conversent with the details of modem operations/ plans. Till 1.30 pm on the 18th may, the complaint was not attended and I have got no communication on my alternative number.
The abrupt discontinuation of the service from your side is causing extreme problems for me as I have to do my official work from roaming locations.
Your webworld staff has repeatedly demonstrated that they do not have the capacity to ensure connectivity of the modem they have sold to me and hence I do not want to continue using it any further. Under the circumstances, it is clear that your web world based customer support system has totally failed to ensure smooth functioning of my modem and has caused me extreme inconvenience and great wastage of time. May I request you to collect the useless iteam called 'reliance modem' from me and arrange to reimburse me the full cost of the modem, balance cost of the Rs 111 recharge voucher and full cost of the Rs 97 validity voucher.

Thanking you
Yours sincerely
Mr. Abhay Gandhe
Bhoop, 20 Khare town, Dharampeth, Nagpur
Ph [protected]