Reliance Netconnect — Wrong Promises

Address:

Mumbai Suburban, Maharashtra

This is the mail that I sent to Rcom's nodal officer as well as appellet authority. NOONE bothered to respond.

"I was planning to switch from my Hathway Broadband connection to wireless at the end of Dec 2009. Against advise from my colleagues and friends i opted for Reliance Broadband as i was using reliance mobile and had very few problems with it. This is what your executives have delivered to me

I had bought the reliance netconnect from your webworld in Thakur Complex, Kandivali from executive Supriya and Vikey. On 1st January i made a payment of 9925/- for the 12 month of advance rental of plan 750 (750*12 + Service Tax). I was told that on this payment i would get the Datacard Instrument worth 3500/- for free.
On 2nd January i made a payment of 2200/- for the 10month of Night 10GB plan (10*199 + Service Tax). So total payment of (12125/-)

After receiving my first bill i checked online and i noticed that its reflecting payment of only[protected] in my account for 1st January. I went to webworld and Supriya told me not to worry as this is only backend entry and i would surely get discount.

Every month i went to Supriya and told her that my bill is not reflecting the discount of 3500. Everymonth she told me that she has contacted backend and they will adjust the entry. She had made calls infront of me (to whom i dont know) to resolve this. Every time she shown surprise that this has not done already.

Finally on 26th of August i launched a complain with customer care who insisted that i provide them with executives contact number. When i told them that these people dont give their numbers they showed their inability to resolve. When i asked to speak to their senior they took down the complain. Next day i was called and asked same details about contact details. I was also advised to raise this issue with same webworld even after explaining that i been doing that for more than 6 months.

Even then i went to the webworld and they forwarded the request to zonal manager. I waited for response but instead of resolution my connection was disconnected. Finally i spoke to your Nodal office (executive - Saraswati) on 22nd of September. She was very cooperative but said it will take maximum 5 days to process request. When i told her that i been following for more than a month she said she would put an Urgent tag on this and it would be done faster. My services were reconnected but again suspended on 26th September. I contacted Nodal office but they told me that the 5 days as promised are not over and there is nothing he can do (so no value to URGENT tag). As i was free that day i went to webworld again and this time Vickey spoke to Cluster Officer and thankfully my services started. On 28th September in morning 11 i got a call from nodal office saying the payment has been updated and after that i still need to make payment as my total bill amount since starting of connection is in excess of 9925. When i reminded him that i had also made payment of 2200 he said he will need to look into system and he will call me back in an hr. That call never came but my services were active. I was happy for the resolution.

But today morning my services are still disconnected. When contacted Nodal office (Vedita) told me that the complaint is resolved in my favor and its been instructed to get the payment reflected but it will take 5-6 days to reflect it and till that time i would have to either make payment or be happy with NO SERVICES. THIS IS NOT REALLY A RESOLUTION. IF I HAVE ALREADY MADE A PAYMENT AND IF YOUR SYSTEM - YES YOUR SYSTEM - TAKES TIME TO UPDATE IT WHY SHOULD I SUFFER FOR 4-5 DAYS. EVEN AFTER ACCEPTING THE LOGIC I MADE SHE SHOWED HER INABILITY TO REACTIVATE MY SERVICES.

I dont know if my complain would make any difference to anyone but this is totally unacceptable as a customer. This is harassment in the form of customer service. When it was error from your side that your system didnt reflect my payment correctly, it was your executive who couldnt resolve this complain over 8-9 months, its your customer care who couldnt solve a complain over a month and your nodal office who even after solving issue couldnt make system update ( a small one) - why should i suffer for alleged -NON PAYMENT ISSUE. Also the point to note is that if i make a payment online it get reflected with 30 min but if a adjusted had to be made on account of error ratification it takes 5-6 days to get reflected.

Getting services for which i paid is my right which Reliance has clearly denied.

One more astonishing feature of your customer care is their constant encouragement to me to reach out for higher authority like appellate / nodal officer as if they were sure that their inefficiency would not be punished by higher up. Please remember - in the era of competition i have plenty of options to get a new service provider (infact if i dont find any improvement i would be left with no alternative. And your executive on 26th September infact offered me his services in letting me know how to discontinue my services rather than trying to keep me with reliance)"

NODAL OFFICER AFTER NOT RESOLVING COMPLAIN FOR LONG TIME AND LEAVING ME WITH NO INTERNET CONNECTION HAD AUDOCITY THAT SOME COMPLAINTS TAKE MORE TIME THAN ESTIMATED. WHEN ASKED FOR CONTACT DETAILS FOR LAUNCHING A COMPLAINT SHE ASKED ME TO VISIT THE BKC OFFICE AND MEET MR. TILAK CHATTERGY.

TO ANYONE READING I REQUEST NOT TO TOUCH AND RELIANCE PRODUCT AS THESE GUYS ARE HERE ONLY TO EMPTY YOUR POCKETS