| Address: | South Delhi, Delhi |
Dear Sir,
I am a regular costumer of Reliance BIG TV, DTH service. I have recharged by account in the month of October'2010 for 1 year Platinum pack subscription and activated through their 24x7 costumer care.
Very surprisingly my services revoked on 18th July'2011 indicating that, insufficient balance in the account. After my regourus followups and emails, I got to know that, my account was running on monthly platinum subscription pack instead of 1 year Platinum pack in which there is a discount of 16%. Even I had never been informed about the changes made to my account.
Even after complaining, response is very weak and even no solution to the case is made and finally reported that nothing can be done by the company. To get the details of my account when I am trying to access my online account with BIG TV, and found service unavailable since 5 days.
Kindly help in this regard.
Thanking you,
Regards,
Sanjaya Kumar Panda
Note: The details of mail correspondence made with the company is attached below for your reference.
Message BodyDear Mr. Panda,
Thank you for contacting Reliance Customer Care.
We regret the inconvenience caused.
This is with reference to your e-mail regarding information of 12 months Platinum Pack.
Kindly note that in Long Duration Offer, after yearly subscription period your pack is converted in monthly basis and account is deducted on daily basis. So after recharging your account you need to write or call customer care for the activation of long duration pack with pack name and duration. We didn’t get any request for the same. So pack remained active in your account on monthly basis.
Also note that your accountd is suspended due to insufficient balance. We request you to recharge your account with Rs.359.43/-(Monthly rental Rs.352/- + Negative balance Rs.7.43/-) balance to avail the service.
We would be glad to support you at the earliest. We value your association with us and will do best to assist you.
Yours sincerely,
Gauri Paldhe
Customer Care
Reliance Digital TV
Reliance Big TV is now Reliance Digital TV.
In case you require any further details/clarifications, kindly contact through our website at www.reliancedigitaltv.com or by calling Customer Care number at[protected]Toll Free)/[protected](Chargeable), for Assam: [protected] (local charges applicable), for N/E States [protected] (local charges applicable) and for Jammu & Kashmir:[protected]local charges applicable) or email us at [protected]@reliancedigitaltv.com.
The information provided is based on prevailing terms and conditions of the company, which, are subject to change without prior notice. This electronic message transmission contains information from Reliance Digital TV, which is confidential or privileged and is intended to be for the use of the individual or entity named above only.
-----Original Message-----
From: sanjaya panda ([protected]@yahoo.com)
Date: Thursday, July 21, 2011 11:22 AM
To: [protected]@reliancedigitaltv.com ([protected]@reliancedigitaltv.com)
Subject: Re: Reference to your e-mail
Dear Sir,
With reference to my earlier mail and subsequent discussion had with you over telephone, I am very sorry to say that, neither I have got answer to my question nor got any gentle sollution to this. I again request you to activate my annual plantinum pack for which I had recharged my account. If, the monthly platinum pack is running in my account, then it is not my mistake and can strongly say that, its company's mistake and I am not going to bear for that.
Again I am questioning the same, that, how can a company change my account status from annual platinum pack to monthly platinum pack without my intimation/confirmation? If the company changed it to monthly pack, then why the platinum pack and not any other one? Who had given permission to the company to change at their own choice.
It's again my gentle and sincere request to activate my account immediately with annual platium pack and additionally, the company should count the days continuing without service.
Thanking you,
Regards,
Sanjaya Kumar Panda.
From: "[protected]@reliancedigitaltv.com" <[protected]@reliancedigitaltv.com>
To: sanjaya panda <[protected]@yahoo.com>
Sent: Thursday, 21 July 2011 12:09 AM
Subject: RE:'Reliance=[protected]' Reference to your e-mail
Dear Customer,
Thank you for contacting Reliance Customer Care.
This is in response to your e-mail and subsequent telephonic conversation had with you at 2:30 pm on [protected] regarding account issue.
We are deeply concerned to hear the feedback provided by you.
We treat each customer’s suggestion as a feedback to improve our DTH services.
Kindly note that for activation or deactiion of any package you need to give request at customer care.
As checked in our system monthly platinum pack at Rs.347/- has running in your account.
The company is actively working to improve service levels and your feedback has proved to be invaluable.
As one of our valued customer, your satisfaction is our primary concerns.
Yours sincerely,
Milind Sanas
Customer Care
Reliance Digital TV
Reliance Big TV is now Reliance Digital TV
In case you require any further details/clarifications, kindly contact through our website at www.reliancedigitaltv.com or by calling Customer Care number at[protected]Toll Free)/[protected](Chargeable), for Assam: [protected] (local charges applicable), for N/E States [protected] (local charges applicable) and for Jammu & Kashmir:[protected]local charges applicable) or email us at [protected]@reliancedigitaltv.com.
The information provided is based on prevailing terms and conditions of the company, which, are subject to change without prior notice. This electronic message transmission contains information from Reliance Digital TV, which is confidential or privileged and is intended to be for the use of the individual or entity named above only.
-----Original Message----- From: sanjaya panda ([protected]@yahoo.com) Date: Wednesday, July 20, 2011 10:48 AM To: [protected]@reliancedigitaltv.com ([protected]@reliancedigitaltv.com) Subject: Re: Reference to your e-mail
Dear Sir/Madam,
Please find below the details.
Smart Card No.[protected]
Name : Sanjaya Kumar Panda
Contact No.[protected]
Thanking you,
Regards,
Sanjaya Kumar Panda.
From: "[protected]@reliancedigitaltv.com" <[protected]@reliancedigitaltv.com>
To: sanjaya panda <[protected]@yahoo.com>
Sent: Tuesday, 19 July 2011 11:08 PM
Subject: RE:'Reliance=[protected]' Reference to your e-mail
Dear Mr. Panda,
Thank you for contacting Reliance Customer Care.
We regret the inconvenience caused.
This is with reference to your e-mail regarding Reliance Digital TV services. We are deeply concerned to hear the feedback provided by you.
We treat each customer’s suggestion as a feedback to improve our DTH services.
In order to assist you better, kindly revert with 12 digits Smart Card Number and alternate contact number.
The company is actively working to improve service levels and your feedback has proved to be invaluable.
As one of our valued customer, your satisfaction is our primary concerns.
Yours sincerely,
Narendra Patle
Customer Care
Reliance Digital TV
Reliance Big TV is now Reliance Digital TV
In case you require any further details/clarifications, kindly contact through our website at www.reliancedigitaltv.com or by calling Customer Care number at[protected]Toll Free)/[protected](Chargeable), for Assam: [protected] (local charges applicable), for N/E States [protected] (local charges applicable) and for Jammu & Kashmir:[protected]local charges applicable) or e-mail us at [protected]@reliancedigitaltv.com.
The information provided is based on prevailing terms and conditions of the company, which, are subject to change without prior notice. This electronic message transmission contains information from Reliance Digital TV, which is confidential or privileged and is intended to be for the use of the individual or entity named above only.
-----Original Message----- From: sanjaya panda ([protected]@yahoo.com) Date: Tuesday, July 19, 2011 06:55 PM To: [protected]@reliancedigitaltv.com ([protected]@reliancedigitaltv.com) Subject: Unauthenticated services being offered.
Dear Sir,
I would like to draw your kind attention to the following points, which I feel are very important and expects you a favourable resolution of the same as soon as possible.
I am the BIG TV costumer since last 3 years and always recharging my account with long term platinum pack of 1 year. Even in October of last year, I have recharged my account with the same pack. Very surprisingly, my services have been revoked since 18th July’2011, indicating no balance in the account... The same has been communicated and discussed with your costumer care executives, and was informed that, the account is going on monthly/daily basis plans and therefore the balance has been forfeited. I have decided to write to you hoping a favourable solution to this and hope my account will be activated with the Platinum pack and to the period, that was selected at the time of opting.
I feel very harassing and embarrassing every time I deal with customer services and the procedure of recharging and complaints. In this busy world, where nobody have a single minute time to spend worthless, the Company like Reliance should offer value added, handy and transparent services to save costumer’s time. As I have got the opportunity to write few of my obligations towards your Company services, being a well wisher, I would like to express my valuable suggestions for your Companies betterment and reputation.
1. The company is offering online recharge facility.
Suggestion: It’s good that, the company is offering online recharging facility, but there is not the facility to select the specific pack directly at the time of recharging. Company is forcing costumers to call costumer care after recharging to get the pack activated, in which, miscommunication may happen as I am suffering as stated above.
2. The company is offering 24 hour costumer care facility.
Suggestion: It’s good that, the company is offering 24 hour costumer care service but is through call centers, who are in practical acting like recording machines and unable to resolve any serious issues like financial matters, costumer grievances etc. The company should form a team of costumer grievance cell for rapid resolution of the grievances. In such way, costumers will become satisfied and help the company’s reputation grow up.
Hoping for a immediate reply and resolution,
Thanking you,
Regards,
Sanjaya Kumar Panda.
Was this information helpful?
Post your Comment