[Resolved]  Reliance Data Card — bill generated for faulty modem

To, 14/02/2009
The Manager-in-charge,
Reliance Communications,
Billing Department,
Bangalore.

Sir,

Sub: Waiver of the bill for the postpaid Netconnect connection.

This is to inform you that I had taken a postpaid internet connect connection from one of your reliance communication outlet at Jainagar, 5th Block, Bangalore.
Ever since the service got activated, the modem was not working properly i.e. it was getting disconnected on its own after 5-10 minutes.
After encountering the problem I had called your customer care department conveying the problem which I was facing.
After making the preliminary enquiry about the operating system which I am using and other configurations, it was conveyed to me that there was some problem in back-end server and it will be rectified within seven days.
Even at that time I had told to the customer care executive that it seems to be a problem in the modem device, but he asserted that this problem is from the server side which will be rectified within a week’s time.
When the problem was not rectified even after the week I had complained about the problem to the reliance communication outlet.
After making a follow-up for 6-7 times finally the engineer visited my home and checked the device.
He confirmed my apprehension that there was some inherent problem in the device because of which it used to get disconnected soon. Then he gave me the address of the customer care of the ZTE where I had deposited my device which was finally replaced by a new one and given to me back on 02.02.2009.
By that time the services were disconnected .
When I went to reactivate the service at your outlet I was told that I had to pay the whole bill and waiver if any can be given only for the time the ZTE service center took to replace the modem.

It may be noted that I had subscribed for 1 GB pack with a rental of Rs.650/- and my actual usage because of the inherent defect of the modem was only 25 MB.
Had the modem been working properly and I wouldn’t have used even a single MB of my I GB pack, I would have been liable to pay the whole amount.
But under the circumstances where the defective modem was purchased from reliance outlet and because of the inherent defect in it I could not use more than 25 MB, I cannot pay for more than what I have actually used..

You can have your own enquiry into the matter as to what was the defect in the modem, which engineer visited and also you can trace from your data card customer care department as to when was the first time I had made a complaint regarding the problem over telephone.

A faulty supply of the modem device and late redressal of grievance from your side will not make me liable to pay for the services which I have never used. And if that is insisted upon, then it will be against all the principles of natural justice.
Therefore I request you to kindly restore the services and give the waiver of the rental till the date of restoration.

Yours truly,


Gunjan Kumar

Datacard no. [protected]

Cc to Consumer Forum
Copy retained for further reference and follow up.