[Resolved]  Reliance Communications — Bad Response from CCE

Address:

Rangareddy, Andhra Pradesh

Hi

My name is Venkat Ramana and am a user of Reliance Mobile from the last 6 years.
Reliance is one of my favourite service providers which i always refer to anyone.

The reason for writing this mail is that am not at all satisfied with the customer care executive response

Below is my concern.

from the last 2 months RS 30/- are being deducted for some vas pack which has been activated from our end or activated through company we dont know,but it is activated.

so i have read this SMS and have sent a msg for unsubsricption of vas pack .so it got deactivated on April 11th.amount got deducted on April 10th.

Regarding this i just wanted to confirm whether the balance can be refunded as we dont know the benefits of vas pack and as well it got activated unfortunately.
so when i called up one of the agent Vidhya handled the call and she told balance cannot be refund ,so i requested to transfer the call to superior-she transferred to Supervisor pravayya. And here the way Pravayya i think escalation desk answering the call is to pathetic and he is not at all listening to my concern and he told there "sir.if we take a complaint for balance refund , i cannot promise whether balance will be refunded" so i told "no problem, please take a request or complaint whatever as per your process and if not getting the amount after taking request we can't do anything, if i dont get amount after taking a request i told him i will not call again for the same and requested him to take a request.

but the agent is only stick with the word "sorry sir, i cant take a complaint",repeatedly using the same word and the agent is not at all willing to help the customer , he is only decided with his decision.

so atlast i requested him to transfer the call to Team lead or Manager, but he is not at all doing anything.Even i told him if the teamlead also tells the same thing i will not ask for balance refund, even though he is not tranfering the call.

here am not understanding if the customer is facing a problem its not a problem also just wanted confirmation and requested as "can you help me to get my amount refund" .
if you people are only thinking for the process that not to take a complaint on such calls and responding in this way. i think no there is no meaning o[censored]sing the connection and i[censored]sed also never call to Customer Care with this response,

Am not understanding that if customer wants to speak to a superior on the floor, if you people are unable to do that, then what is the use of Customer Care.

I Can understand that every call cannot be transfered to TeamLead and at the same time every customer will also not ask for transfer and if am not wrong.

here i am not understanding why the agent not transfered my call and very irresponsible.

Only following the script does not provide customer satisfaction-reaching the customer expectation makes a sense ot atleast try to reach the customer expectation or understand us.

am very unsatisfied with the service and i think i have to go for other networks asap

NOTE: i need a revert from the superior as soon as possible.




Thanks & Regards,
Ramana,
[protected]
[protected]