Reliance Big Tv — tricky way of collecting money as charges

Address:

Tiruchirappalli, Tamil Nadu

We bought Reliance Big TV DTH two years back at around Rs[protected], which included one year free subscription. It went off well for a year. Nearing a year of completion, the set-top box started malfunctioning. One of the service people from their service franchise came and casually checked only to say that the set-top box has to be changed and that will cost Rs 800. I told them I wont pay and let the connection go off. after a 2-3 days, the same set-top box that was declared faulty started working as usual. At that time, there was no balance amount on my side. So the people in contact from the Big TV side were polite.

Again now, after a year, the same set-top box failed one fine morning. In fact, it was functioning well till midnight the previous day. When I called the customer care of Big TV, they said the complaint was registered and the service person will come in 48 hours and service charge of Rs 175 has to be paid as warranty period has been over. I clarified with them whether they would ask me to change the set-top box saying that if that is the case, I wont accept. The customer care executive said replacement is not needed and it would be rectified at my place itself.

Given that understanding, the sevice person came within hours of my complaint. But he stayed for seconds to say that the set-top box has to be replaced and the cost would be Rs 500. In those few seconds, he just played with the remote of the set-top box and he did not check the set-top box at all. I told him it is not possible and he should check the set-top box, but he was adament saying he cannot do that and it would only be replaced, that too, with a serviced old one only. Not accepting this offer, I sent him back and called the customer care of Big TV. In between the chat (this was more than testing or servicing the set-top box), he revealed it may be sotware error.

This time around, their response was arrogant as we have already subscribed for a year, which ends by May 2011 only. During the argument, I told the customer care executive that they are forcing us to this situation arbitrarily and wantonly. But the person on the other side was adamently saying that if we want contiuous viewing, we have to pay Rs 500.

In that case, I told, return our balance subscription and we cancel our subscription with Reliance Big TV. But he replied arrogantly that if we are closing our subscription, the company will take the equipments automatically and wont repay balance subscription adding that " do whatever you would like". All as per rule, he said.

I asked him to give the name and address of the person to be contacted in Trichy. He replied there is no Big TV office and we have to contact the Reliance Webworld in Trichy. He added he cannot give the Big TV management details as per rule. (I dont understand howcome rules restrict; RTI does not appply to them?)

I am very sure from these episodes that it was their articulated plan to fleece the public, wherein I believe there is no need to replace the set-top box for long. (This is my softer stance.) I lose by way of phone calls, about Rs 1000, some of my energy, which I am not bothered. But I want Such fleecing operators learn a lesson or two. Really, I did not expect such things from younger Ambani firm and he does not need to do.