[Resolved]  Reliance Broadband Limited — Harassment by customer care officers and totally inefficient team of reliance broadband.

Dear Officer,

I am forwarding this complaint against Reliance broadband ltd. I have been mentally harassed since the day I have taken the connection from reliance broadband. Given below are the complaints that I have made in the last months to reliance customer care but no body has ever responded or acknowledged my emails, forget about taking an action on them!
I believe you would live up to my expectations and prove your slogan 'jaago grahak jaago' right. Counting and trusting you I am forwarding all the emails sent to the company in a reverse chronological order:

Email 1: Dated 22nd September 2008
I, Dr Shaveta Mulla, subscriber ID[protected], would once again like to take this unwanted opportunity to put another complaint forward to the deaf ears and blind staff of the most reputed company of India ‘Reliance broadband Ltd’. I am absolutely sure that like previous instances this time also my complaint will remain unheard and unseen but, I am again making an effort.
After getting fed up, of making numerous calls at the customer care department and writing, complaint numbers. I finally, decided to quit and discontinue my connection. In which regard I called up the customer care and spoke to Mr Jeetu (on 04/09/08 request no.[protected] and requested for the termination of my connection. He assured me that it shall be done in the coming 15 days. Today on the 21/09/08, I called up again to confirm if the above said was done. I spoke to Mr Murtaza lakadawala who to my surprise said that the connection is still active and that I shall have to wait for another 15 days.
I do not understand what other possibility is left in my hand to put my grievance across…and where and of course to whom? I have sent this mail and previous all mail to the following email addresses but have not received any acknowledgement of complaints nor a single reply from Reliance broadband. At the threshold of termination of connection too, I have to go through this humiliation once again. Does reliance want us to use their connection forcefully!!
I am in total despair and demand an explanation to all my previous and recent queries. Someone please help!!! This reliance broadband really sucks to the bottom…and is eating my head out!

Dr Shaveta

Email 2 : Dated 25th June 2008
Dear officer,
Now, that I am used to submitting complaints at reliance and would soon become a veteran. This time I have 4 complaint numbers and the fifth number wasn't issued, reasons, best known to the customer care officers. My ID is[protected]. The complaint numbers and names of the officers are at the end of this mail.
Well this time the story is like this, My Internet stopped working around 10-12 days back and I called up the worst customer care call centre i.e Reliance (cause I had no option ...as I am unfortunately still using the reliance broadband services) explaining that my connection is not working on which the officer replied, "I have registered your complaint and someone from the technical team would contact you". The phone call came from the technical team I explained the whole situation on which they told us that this is a local line problem and someone would visit you today and get it rectified. We didn't go out anywhere waiting in anticipation that Mr Officer would show up. But ! But ! What we forgot was that this is Reliance and except for saying HUM KSHAMA CHAHTE HAIN ( sorry for the inconvenience) they cant do anything. So the officer did not turn up. Next day again we called up, another complaint number was issued, we were again reassured that someone would come and again we waited and again no one came. So the 3rd day we called up AGAIN and again a new complaint number and a new reassurance but this time with a promise, MIND IT! a promise but sigh! no one turned up! We actually have stopped doing our work and have started thinking of quitting our jobs in order to call you up in the mornings, wait for the technical support to come in the evening and get pissed off all through the night thinking of what should we do tomorrow.
So yesterday getting fed up with all this I thought of taking to someone senior at the customer care office. It was again my hard luck that I got a chance to speak to Mr Sagar Surbey ( I don't know the exact surname) who is the floor supervisor. According to him he doesn't know how much time more it shall take for the technical team to call us up (forget the calls we are receiving for the last three days), He cannot say how much time will it take to rectify the problem, all he is trained for and he knows is, that, there is no way to satisfy or to address the customers grievance and he is the ANIL AMBANI of reliance and no other person is senior to him. On requesting him 3-4 times that let me speak to someone more senior to him as I am dissatisfied with your response. He just kept saying there is no one above me and I can’t transfer the call to anyone.
The best part is that on the 23rd of June 2 people from the billing department called up, thinking that they would help, I told them the whole situation they reassured me with a promise and and started laughing at my complaints! I do not understand what fun do they derive? Or is it a part of their training. Yesterday also, I spoke to Mr Rajesh at reliance customer care (RCC), who put me on hold for full 25 minutes before letting me speak to his senior!! I have a 17 month old little girl who kept crying by my side to get picked up, but I couldn't do so as I was waiting for the senior to come on line. Then I thought I shall have to log on to the Internet from the cyber cafe (as the 24x7 reliance broadband doesn't work at my own house) and like previously (reference letter below) lodge a complaint. But this is not going to be ALL this time. I shall be putting this on line and also in the Hindustan times (fortunately friends work there). If people at reliance are not bothered what the customers go through, then at least the public planning to opt for reliance broadband services, should know what they are opting for and the future of it.!!!And off course Mr Sagar would get the desired attention that he needs on the Internet only by typing "Sagar Surbey reliance floor manager".
I am also forwarding the last complaint letter along with this for reference. For my last complaint, neither did the company acknowledge the email nor did anyone reply (not a single letter from reliance in my mail box). I don't know if this one gets heard by the company but I'll make sure that it gets heard by people.

What I do not understand is, a well reputed company like reliance which is overtaking the rest of the world, opening new horizons, expanding each day and playing a vital role in making the nation a superpower...How could it provide such poor services to their customers. The humiliation and despise that we go through each time we call up the customer care centers make us feel like non-existing creatures. People swear by the company's leader Mr Anil Ambani, who is a great human being in his own self, how can the employees ruin the reputation of an esteem empire daily and shred it bit by bit. The response we receive reflects the face of the company which I am sorry to say STINKS!

I hope this time some action gets taken place and I get an adequate response this time.

Complaint Numbers and the officer's names
18/06/08: 70407724
19/06/08: 70418664
20/06/08: 70553386
21/06/08: 70664303
23/06/08 number not issued, reason???I don't know
Names : Priyanka, Shaheen, Rajesh, Ritesh Rao, Sagar Surbey etc.

Totally unsatisfied and disappointed customer,
Dr Shaveta Mulla


Email 3 Dated 01April 08
Dear Officer,
I, Dr. Shaveta Mulla have recently bought a 330kbps unlimited access broadband service. My ID is[protected]. In these 2-3 weeks I have experienced very poor customer service from reliance. I was surfing the net on 24th March 2008 at 8 p.m. when suddenly the network was disconnected. I called up the reliance customer care (RCC), the customer care officer said, within one hour someone from the technical team will call you. After a no- response, long wait of one hour 15 mins, I again called up, on which I was again reassured that someone will contact you shortly. After 10 mins, an officer called up confirming that there has been a technical problem India- wide and it will be resolved after 23:30. I had to send a very important mail so I kept up until midnight waiting for the net to start working, but all in vain!
I then called up the RCC at 1:00a.m, who to my surprise told me that the technical team does not work after 23:30 so your problem could only be resolved after 10:00 am the next day. I was so annoyed that I demanded to speak to a senior official, on which I was repeatedly told that there is no senior officer at this hour. When I told that Ill make a complaint against you then, this young man said just wait! Ill connect you to a senior???????? Now where did this senior come from all of a sudden!! The name was Mr Sweetam according to him, he kept listening and giggling to what I had to say. Alas I kept the phone down. I was totally amused how the customer care department works and how they make a customer feel like a fool. I wanted to complain on the same night but then I changed my mind. I was exhausted and tired as it was already 2:00 am
Today 1st April 2008, I called up RCC, to complain about the slow speed, complaint number 6634923 and spoke to Mr Hitesh who assured me that someone call you within one hour. After a no-response long wait of 2 hours I called up RCC again. this time it was Ms Vandana, who said someone will call you shortly. I asked her why do you give a time of one hour when no-one calls up within that time? She had no answer! I demanded to speak to a senior official on which she put me on hold for about 35 mins, after which I got fed and kept the phone down. In which time I received a call from the technical department Mr Anup. I was so furious; I questioned him why did he call up late? On which he said that the technical department begins at 3pm???Well if this the case, then why are customers assured that someone will call you after one hour. This guy laughed at me, I banged the phone down. I was so surprised at this kind of a behaviour and disappointed to have opened an account with Reliance. Finally, I called up again to inquire who should be contacted to make a complaint against this kind of blunder and nonsense; I got to speak to Mr Tushar Floor manager who assured that he would take action and also advised me to put a complaint through this email.
While surfing the net I came across so many unsatisfied customers with similar complaints. I was horrified to learn that a reputed ever progressing empire gives such bad experiences and painful incidents to their customers, as a part of the package (hidden information). I am so disappointed that I even, before paying my first bill and I am facing so many problems. What is the fun o[censored]sing unlimited access of your desired speed when most of the time there are frequent technical problems India wide, slower speed, recurrent disconnections and on top of that, a customer care department which sucks!
I hope the matter is taken up seriously and results are seen. If no action is undertaken, I shall claim for mental harassment, my mobile phone call bill through the consumer forum.

Thanks
Dr Shaveta


Waiting for a positive response and a strict action against the company, from consumer forum. I have also logged a complaint at TRAI.
In anticipation,

Dr Shaveta