[Resolved]  Reliance Communications — pathetic response from reliance

Address:

Chennai, Tamil Nadu

Hi All,

As required,below are the details

Subscriber's Name: Sachin Kumar
Complete billing address: Syntel Ltd, H7/H8, SIPCOT IT Park,Siruseri,Chennai-603103
Date of birth: 29/11/1979
Customer application form number(CAF): Dont know ???
Billing account number(BAN): Dont know ???
Best time to contact you at the alternate number: Anytime
I dont know why you need all these details as you can easily find out in your system with my subscriber no. Stop playing games with me.This is too much.

However, as suggested in the mail I have called on the mentioned no and again the same troubleshooting and suggestion from the executive (Islam).

This is rediculus that I was suggested that please check your system settings and get the data card checked in the nearest reliance store, is this the way RCOM is going to solve the issue.

I just wanted to ask all of you that can anyone please understand my problem, its not for the termination of connection rather a solution for the issue which I am facing more than a month.

Its very surprising that everyone is concentrating for termination of connection rather the corrective way.

Each and every time I am getting nice suggestions from your side but there is no progress towards solution.

Mr Shadab, Mr Aniket, Mr Hemant, Mr Islam and so on....
I dont want to be introduced with all the reliance team members.I dont understand how easy it is for you to just proceed and suggest for termination of my connection.

Did I take the reliance connection just to suffer with this pathetic service and finally termination of connection as a suggestion from your side that too because there is no resolution for this issue.

As a customer I need explanation for all this drama made by reliance team.



Sachin


[protected][protected][protected][protected]
From: Netconnect.[protected]@relianceada.com [mailto:Netconnect.[protected]@relianceada.com]
Sent: Fri 12/17/2010 5:59 PM
To: Singh, Sachin Kumar Surendra Kumar
Subject: RE:'ADAG=[protected]' RE: Poor speed and worst service


Dear Customer,



This is with reference to your E-mail regarding Slow Speed Issue of your Netconnect Broadband+ Number [protected].



We understand your concern and apologize for the inconvenience caused to you in this regard.



We tried contacting you on your contact number [protected], but it was not reachable.




Further we would like to discuss in detail regarding the issue and request you to call us at *355 or[protected]Free from Reliance phones) or[protected]Toll free) at your convenience.

We also request you to reconsider your decision of termination and give us an opportunity to serve you better, as we assure you that your issue can be sorted out.

However if you still want to terminate the connection, we request you to write us back with the following details:
Subscriber's Name:
Complete billing address:
Date of birth:
Customer application form number(CAF):
Billing account number(BAN):
Best time to contact you at the alternate number:
We would require the same to assist you better.

Rentals will be applicable as long as your services are active with us.

Kindly note that once we receive the above details, your request would be noted and it will take 15 days for the same to get processed.


Regards,



Aniket Shetty

Netconnect Broadband+

Reliance Communications



For further details, you can visit our website http://www.rcom.co.in or write to us at netconnect.[protected]@relianceada.com.



You can also call Reliance Customer Care at *355, 30335555 &[protected].



You can view your bills and make payments online through http://myservices.relianceada.com for all RCOM services. Please register yourself on the portal. For difficulties in registration, please write to [protected]@relianceada.com.

"NOTICE: Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments). Requesting you to please create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.



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 Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.



-----Original Message-----
From: Sachin Kumar Surendra Kumar Singh ([protected]@SYNTELINC.COM)
Date: Thursday, December 16, 2010 05:12 PM
To: Netconnect.[protected]@relianceada.com (Netconnect.[protected]@relianceada.com)
Cc: RCOMNodalOfficer.[protected]@relianceada.com (RCOMNodalOfficer.[protected]@relianceada.com); Rcomnodalofficer.[protected]@relianceada.com (Rcomnodalofficer.[protected]@relianceada.com); [protected]@relianceada.com ([protected]@relianceada.com); Rcomnodalofficer.[protected]@relianceada.com (Rcomnodalofficer.[protected]@relianceada.com); [protected]@relianceada.com ([protected]@relianceada.com)
Subject: RE: Poor speed and worst service

Hello Mr. Shadab,



I was expecting such type of reply and I got it. Anyways that was nice experience with RCOM and henceforth I will be careful in future.

But still as per your response I do have some queries listed below



R Connect is a shared resource service; the speed will depend on a variety of factors,

The number users in your area – When I raised a complaint first time then itself RCOM could have informed me about future issues, since 1 month I am struggling with this and finally this resolution..

In future, if someone is requesting for new connection please let them know all variety of factors

Signal strength available at the time of connection – Everytime in the complaints I have clearly mentioned and in front of the executive who came for troubleshooting, I have shown the full network availability (24*7)

The site you are visiting – The below story was not for roaming for multiple locations/sites or websites, this is the scenario at my home on 24*7 basis for all the web sites, I hope RCOM is not assuring high speed and performance just for GMAIL and GOOGLE, I am not able to login to myservices.relianceada.com due to pathetic speed

Computer configuration – I know what the configuration about my laptop being an network consultant however my laptop was checked number of times by reliance service executives, they didn’t get any issue and there is nothing with local machine. Just to confirm I have formatted the laptop twice and checked the connection with no other application/antivirus/spyware installed.

Internet traffic – Am I responsible for this ? If everything depends upon internet traffic and the usage then why false commitments and illogical specifications for the fastest wireless data card in india RELIANCE NET-CONNECT ?



What all settings and configuration you have mentioned is already done as Reliance support executives and I think they (reliance customer support executives) are quite good enough up to this stage.



Please go through my e-mail once again, that was not initiated for refund however due to the pathetic service/performance and sarcastic response.



If you are confirming that the performance and services will be same then I humbly request you to terminate my connection



As said by you “Further note that, rentals will be applicable as long as your services are active with us” - rather than giving a resolution/action does it mean that I should quit otherwise I have to continue with same.



Please note that, refund is not applicable as the modem is sold on outright sale basis. Hence, we are unable to process your request for the same – Please once again check the trial mail and try to find out the exact problem, refund is not the request



However, we understand the inconvenience caused to you and take this as a feedback to improve our services to meet your expectations – Shall I wait and watch for this ???





There is no need to justify RCOM data card connection or policies, infact I got an input from one of your executive that everyone in OMR, Chennai is facing this issue and RCOM is well aware about this whereas another

Service providers are working absolutely fine (don’t want to mention your competitors)



Its highly appreciable to get such response from the consistent issue which I am facing from more than a month, I think I am responsible for that not my service provider.



Thanks a lot for your kind inputs.







Regards

_________________________________

Sachin Kumar

Infrastructure Management Services



(Nortel: 0441 8258

(Mobile: +91 [protected]



From: Netconnect.[protected]@relianceada.com [mailto:Netconnect.[protected]@relianceada.com]
Sent: Thursday, December 16, 2010 4:07 PM
To: Singh, Sachin Kumar Surendra Kumar
Subject: RE:'ADAG=[protected]' Poor speed and worst service



Dear Customer,



This is with reference to your e-mail regarding slow speed issue for your Netconnect Broadband+ number [protected].



We tried to call you on the provided alternate contact number .But you were not reachable .



We found all required services active for our data card. Hence with reference to your Service Request, we request to kindly check the following details to get resolved your issue..



About Net-Connect Services:



R Connect is a shared resource service; the speed will depend on a variety of factors,

The number users in your area

Signal strength available at the time of connection

The site you are visiting.

Computer configuration

Internet traffic



Select HSD mode

Check for connectivity (i.e. Signal strength should be at least 3-4 Bars). If less than three,please contact Customer Care for coverage issue.

Check about the O/s -(Should be win 2000, win XP/ VISTA, Mac)

for Xp os service pack should be sp-2 or above



Kindly download Anti-Spy ware software.(go to goggle .com----search for antispyware …3rd or 4th link -antispyware 2007)



Kindly use updated Antivirus

Check If there is any firewall, kindly disable either OS or Antivirus Firewall

(for win xp/vista---to disable windows firewall--start-control panel-security center-scroll down.-click on firewall---click on off)(start-run-type “firewall.cpl” then press enter)



Check if the antivirus or windows or software is asking for updation. Upgrade or disable it,,,, …….(for win xp/vista---to disable windows update---start-control panel-security center-scroll down ..click on windows update -- click on off)



Also kindly get download accelerators from google for better data transfer speed



Kindly use internet explorer above version 5.5 (Interner explorer -help-abt internet explorer)



Kindly Check cipher strength :128-bit or not in internet explorer (Interner explorer -help-abt internet explorer)



Kindly delete cookies , temporary internet files and clear history. (Internet explorer-tools - internet options)



Kindly download NET BOOSTER SOFTWARE (VENTURI) from www.rcom.co.in

(wireless internet --high speed 1x --download -- netbooster)



And if still problem exist then requested you to uninstall and reinstall the r net connect software.



And if still problem continue the requested you to check the data card with another system.

And if the problem is with the data card. Then kindly check the data card at ASC and collect the job card details for the same.



And if it works fine on another system then kindly contact your pc vendor for the same.



Also if faces any problem in using Reliance Net Connect services in future kindly

revert to customer care on *355 or 30335555 or[protected].



Further note that, rentals will be applicable as long as your services are active with us.



Please note that, refund is not applicable as the modem is sold on outright sale basis. Hence, we are unable to process your request for the same.



However, we understand the inconvenience caused to you and take this as a feedback to improve our services to meet your expectations.



Regards,



Shadab Rehman

Netconnect Broadband+

Reliance Communications



For further details, you can visit our website http://www.rcom.co.in or write to us at netconnect.[protected]@relianceada.com



You can also call Reliance Customer Care at *355, 30335555 &[protected]..



You can view your bills and make payments online through http://myservices.relianceada.com for all RCOM services. Please register yourself on the portal. For difficulties in registration, please write to [protected]@relianceada.com.



"NOTICE: Please note that your message will not be delivered if it exceeds the size limit of 5 MB per e-mail (including attachments). Requesting you to please create a shorter message (including attachments) with size less than or equal to the allowed e-mail limit in all your future communication.

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 Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.









-----Original Message-----
From: Sachin Kumar Surendra Kumar Singh ([protected]@SYNTELINC.COM)
Date: Wednesday, December 15, 2010 07:18 PM
To: Care Email ([protected]@relianceada.com)
Subject: Poor speed and worst service



To:
[protected]@relianceada.com ([protected]@relianceada.com)

Subject:
Poor speed and worst service




Hello !



I really don’t know whether this mail will change the way RCOM providing services to their customers but still as a customer I am writing so.



I was new in Chennai and was very confused while deciding for a wireless data card modem. Finally I have done a mistake and I opted for Reliance data card (3.1 MBPS).

After few days from payment and installation it started giving the worst download speed and pathetic transfer rate

Download/browsing speed not even crossed 240 KBPS, checked for 24 hours a day with transfer rate of 5 to 15 kbps.



The first complaint was logged on 21/11/10 with req no[protected] and was closed with no reasons. I got a call from reliance customer care Mumbai that I need to go to nearest reliance store to check my data card for

Problems. The moment I reached reliance world, they said that they don’t have any laptop to check my data card and as my earlier complain is closed they have logged in another request on 11/12/10 with

req no[protected].



On 14th Dec 2010, reliance support executive visited my place and he checked all possible setting and done the troubleshooting from his side, but there was no output. Finally he said that there is some known issue

In the area and this is a well known issue. He has given his feedback to the concerned team ( RCOM networks for bandwidth issue) and finally I am waiting for the further response.

I came to know this issue is only with reliance data card and TATA photon is giving excellent performance in the same area.



I am facing this issue from more than a month and still there is no progress on resolution. I have opted for a costliest plan (1400 per month) and I am not getting anything in return for that.



1)If Reliance is not capable to ensure for performance then why to make false commitments and cheat the customers

2)Do I need to pay the monthly bill of 1400 just because I have done a blunder while selecting for reliance irrespective of the current speed and performance

3) Even if I am terminating my connection, who is going to bear the amount for the device what I have paid initially



I am waiting for a response which in turn should be corrective and there should be answers to my question (I can expect as a customer from top class service provider)



My Details

Name – Sachin Kumar

Mob No – [protected]

Rel data card no - [protected]



Complaint details

[protected] raised on 11/12/10 - solving

[protected] raised on 21/11/10 – closed



Awaiting your response !!





Regards

_________________________________

Sachin Kumar

Infrastructure Management Services



(Nortel: 4744 8258

(Mobile: +91 [protected]



Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies.Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies.





Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies.Confidential: This electronic message and all contents contain information from Syntel, Inc. which may be privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee only. If you are not the addressee, any disclosure, copy, distribution or use of the contents of this message is prohibited. If you have received this electronic message in error, please notify the sender immediately and destroy the original message and all copies..