[Resolved]  Reliance Netconnect — Pathetic Customer service

This email is to highlight the incompetency of Reliance Netconnect and the unreliability of their customer service. I am putting this with actual complaint numbers so that any Reliance well-wisher can verify if want to. My dataconnect phone number was [protected].

This issue happened due to act of omission by Reliance Webworld Sales team, Forum Mall, Kormangla, Bangalore and subsequent lack of resolution ability and intention as demonstrated by both Webworld Sales and Reliance Customer Care team.

I have purchased Reliance Netconnect+ postpaid plan on 6th Feb-10. During the application, I have requested the sales team to put me on INR 499 night 10GB per month Plan. Unfortunately, I have not filled up this part of the form in person because of the over-eagerness of the webworld sales team to do the same for me ( to service the next customer in queue). As per the sales scheme running at that point of time, I was eligible for free rental for the first month.

On 14th Feb ’10 morning, I received the welcome call from Reliance Customer Care Center. During this call, I came to know that the data plan allocated to me was Rs. 499 512 MB per month download plan. The customer care representative informed me that if I want to change the plan now, I will have to pay for the full rental. When I have pointed out that this is not due to my fault, he agreed to change the plan to INR 499/- Netconnect+10GB night download per month plan (with free rental for the first month). The complaint number was[protected] dt. 14th Feb ’10.

I contacted the Forum Mall, Koramangla, Reliance Webworld sales team in person on the same day (14th Feb ’10 at 11:45 AM, they washed their hands off the whole thing (sales booked for them!!!!!)
On 20th Feb ’10, I had again contacted Reliance Customer Care and was informed that the plan has been changed to INR 499/- Netconnect+10GB night download per month plan, but I have to pay monthly rental for the month. I was really taken aback by this unfortunate piece of information. Initially they asked me to contact the place from where I have purchased the connection for rectification of the same; but upon my insistence, they have taken complaint no. was [protected] Dt. 20th Feb ’10.

Subsequent to this, I was told that my complaint had been taken up by the escalation team in the customer care. I have received multiple calls from different Customer Care executives and each time, I had to state my issue afresh. Each of the callers came to conclusion that this issue had not been of relevance for his/her area and had informed me that he/she would forward this issue to the appropriate team. A lady even called me up and even mentioned that she was calling up from the Reliance infocomm. MDs office ( I was pleasantly surprised !!!!) and my issue would be resolved shortly. This tenure of calls went on from 21st Feb till 25th Feb ’10.

During this whole period since, I cannot use the connection as I am not sure about which plan I am in and what will be financial consequence at the end of the month.

On 27th Feb ’10, I called up customer care again and they informed me that I am currently on INR 499/- Netconnect+10GB night download per month plan and there will not be any rental for first month.

On 28th Feb ’10, I received the first Reliance NetConnect monthly statement and found that I have been charged for the change of plan (attaching a copy with relevant area marked for your reference). This was simply amazing.

Subsequent to this, I have put a request to Reliance Customer Care to terminate my connection with immediate effect vide Request Number[protected] Dt. 28th Feb ’10. I find that if any issue or wrong billings happen in future, I will have more financial misery. Cannot trust these guys!!!!!

Another interesting email today: I have received intimation from Reliance Cust care team that I had raised a complaint number[protected] for reversal of the billing. But as per their record, the billing is correct and so they cannot reverse. Interesting part is: I myself was not aware of this specific complaint number.

From this whole issue, you can find out the level of incompetence of Reliance Comm. Sales and Customer Care team. I wrote about the issue in detail to some of the Reliance senior management, no response over 2 weeks. Also interesting to note that RCOM website does not have any RCOM TOP Management name except Anil Ambani.

So, be careful. If any problem happens, it will not get resolved. There is no coordination between any team.