Reliance GSM - Prepaid — Disgraceful service.

Dear Sir,

This is in reference to the below attached mail. Kindly review the same before proceeding further.

Since I am in a service Industry, I understand the need to be aware of the customer-relationship / retainment that forms the foundation of any partnership. Off late, I have just been unable to understand how can the response from a Company like Reliance be so negligent, ignorant and lukeworm.

At one point of time, I am sure the revolution created by Reliance Communication was a paramount example of the Service Industry. Today, I fail to understand why this deteoration.

I have tried to reach the higher authority, and gain their kind attention by all legal, legitimate protocol-following ways. i.e., Registering complaints, referring to the complaints numbers, mailing directly to the grievance authority. nodal officer, anticipating their responsible response and solution to my problems.

The problem has aggravated, and I have been unable to reach the authority who has the power to solve my problems. Consider reviewing this from your log-database :

Today, i.e. 15th Jan '10, at around 10.00 a.m., I placed a call to the customer care executive (*333) and tried reaching the Supervisor. I understand that I require a formal/highly aggravated complaint to reach them. Within a span of half hour, I talked to 4 customer care junior executives :

Mr Aditya,
Mr Naresh
Ms Kameshwari
Ms Supriya.

I reiterated, the problems I have cannot be solved by them. Still, from the 4 complaints I have registered so far, I tried to escalate the issue and reach the supervisor. IN EACH AND EVERY CASE, WHEN THE CALL WAS BEING TRANSFERRED, THE CALL GOT DISCONNECTED. 4 BLOODY TIMES. You tell me, have I to just keep on calling your executives? Don't I have my personal/official work to do???

In the end, I was still unable to reach any of your authorities who could listen/understand and reciprocate to my problems. Shows the attitude of the Company.

Recently, since the day I bought this sim-card, whenever I have been trying to reach the customer care executives through *333, the call gets disconnected even before a junior executive picks up the call. That is, A CUSTOMER IS HELPLESS, AND CANT EVEN REACH THE NORMAL CARE EXECUTIVE following the protocol. This is HARASSMENT and absolute disgraceful attitude.

When a customer is reiterating, that the problem is still there, the junior executives are unable to understand the problem and insist I register some complaint. Isn't this harassment enough to talk to a higher level Executive?

With reference to Complaint no :[protected]: I had problems with sms not getting delivered. The complaint was closed on pretext of network problem getting resolved. Frankly, it never got resolved. The customer care executive wrote my problem wrong. Somehow he related it to the network, where the actual problem was regarding the sms more than 160 characters in length not getting delivered : TO ANY NUMBER i.e., local or national. Above all that the executives tell me, its the problem of the handset on the other end.
Let me tell you Sir, that I have been using a mobile since past 6 years, and all the people whom I know and sms, have capable handsets, which are able to recieve long sms. Infact, I can send them through my other service provider network easily.

Complaint no [protected] : The GPRS has not been working properly and consistently from the day I purchased the sim-card. Previously the problem was regarding the settings, as you are aware and had problems in the 1st week,.even to recieve the settings on my mobile.
I get following error messages every now and then :

1. Access Denied
2. Service unavailable. Please try after some time.
3. There is some problem with the billing. Please contact the customer care executive.
4. Internet not available. Try again later.

I have paid 100/- Rs a month for the internet. It got debited in one shot. But I have not had the satisfaction o[censored]sing the service properly even for one hour in a day. Is this a joke?

Moreover, the speed is so slow, that none of the popular, verified, good applications like : Nimbuzz, ebuddy, mig33, work. THEY JUST DON'T WORK. Did I purchase the simcard for only errors? The basic purpose is not getting solved.

When I try to contact the nodal office numbers :[protected]/30332620, I get no response and noone answers the phone anytime of the day.
In vain, I have been trying to contact someone who can actually understand the problem, and with authority, promise that the matter will be taken under due diligence, but I see no light and this shows the sincerity of RELIANCE COMMUNICATIONS towards services being offered.

I am asking, is it so difficult to reach a supervisor, when repeatedly, I am trying to say that the problem has to be escalated to a level that cannot be handled by a normal person?

Kindly note, that if Prepaid customers are taken for granted, I have no option but to approach the appeliate authoity, the customer complaints portal, the consumer court and take up the issue more seriously.

Regards,
Siddharth Malani
Reliance no : [protected]





>>> <RCOMNodalOfficer.[protected]@relianceada.com> 1/8/2010 5:12 PM >>>

Dear Customer

Warm Greetings from all o[censored]s at Reliance Communications!

With reference to your Reliance mobile number [protected] and your mail to us, We would like to inform you that as we discussed with telephonic conversation and we are taken request for Unable to open web pages.lease note that your complaint is logged as Service Request ID[protected] . We are working on it and will respond to you in next 14 days.

For further details, please visit us at http://www.reliancecommunications.co.in.You can also mail us at wecare.[protected]@relianceada.com

Thank you for your valuable association with us. We assure you of our best services at all times!

Regards
Nodal Team
Reliance Communications Ltd




"SIDDHARTH MALANI"
[protected]:49 PM
To <Rcomnodalofficer.[protected]@relianceada.com>
cc
Subject Extreme Dissatisfaction - Siddharth from L&T







Sir,

My name is Siddharth Malani
Mobile no : [protected]
Location : Bangalore
It is a Reliance prepaid connection which I had taken on 4th January 2010.

This is to bring to your notice the extremely luke-worm response I have been getting since the day I inserted my sim-card in the mobile, for all the things related to messaging,GPRS settings, R world etc. .

The problems are as follows :

1. Even after sending a message "all' to 55100 several times, I have not yet recieved the GPRS settings. Customer complaint number is :[protected].
I have approached the Mobile store for help, but they have not done anything except giving me this complaint number. Anytime of the day wehn I call your customer service numbers, their system is down, or they say that the ' problem has not been resolved yet', when in the message its clearly mentioned it is going to be resolved in 24 hrs.
I have contacted even the Head office personnel and asked them to look in this matter, but it has been in vain.
Further more, I got a call from the technical dept of your's from Mumbai, where I was guaranteed the problem is from your side, and that I will receive the settings for GPRS within an hour, and subsequently a call to confirm the same. I have yet not received either.

2. My R world is not working, after even 3 days of taking the number. This is shameful and disgraceful.

3. 500 sms/day have been given free. But even 10 messages in the day do not get delivered, and most of them get 'failed' within an hour.
What is the use of giving free sms, when your network can't even handle the load of 10 sms/day per person.
Complaint number :[protected]

I am considering terminating this connection even before I can be guaranteed proper services. This shows the attitude of the customer service personnel, and we are being taken for a ride.

I was to offer corporate connection on behalf of my company, to Reliance GSM, but that for sure is impossible. The kind of service that I have got, if is given to the employees of my company, I along with your Head department for Connections is going to be cursed hard. I may as well thus save the trouble of being wise and pro-active.

If there's even a remote possibility for improvement in the services, that should be conveyed by someone who has the authority to do things and take decisions in the organization. If you feel that prepaid connections are innumerable in number and can be taken for granted, I am so sorry, your perception is wrong and futile. Since I am working in a service industry, I realise the importance of valuing every SINGLE client/ prospective client of your's..

And I shall for sure be lodging a complaint in the 'consumercomplaints' portal. I am sure you would like to read the story for the same.

Regards,

Siddharth Malani