[Resolved]  Reliance Big Tv — Replacement of Set Top Box and Smart Card

Address:

Bangalore, Karnataka

I have spent so much time on calling your center and typing the entire case history, I think you should spend some time in going through the mail and listening to few call recordings. Hope to see a positive response and a proper resolution to this mail and calls. Smart Card #[protected] No of Complaints Registered - 5 Case ID's[protected],[protected],[protected],[protected],[protected] 5th Case Id was not shared to me and i was supposed to get an SMS alert on the same. Which I have not received. Issue - Replacement of Setup Box and Smart Card without the old box and card. Initially on 16th of Oct, i spoke to your Call Center Executive Ms.Vandana Kumari, and informed her that the set box was completely damaged and need a replacement. Specifically asked her if there is an option for cash on delivery and she confirmed that there is no option for the same and I had to recharge Rs 900 for the same card[protected] on 17/10/2013 I recharged the card for Rs 900 at 12:12:49s AM (Midnight). Receipt no # AMPI43884033 and Transaction Reference #49698303. Authorization Code – MUTI[protected]. Payment Mode – Net Bank – Axis Bank. On 17/10/2013, I spoke to Call Center Executive Mr. Manjunath and informed him about the recharge and he confirmed that he was able to see the recharge amount and the change of address. I have confirmed that if I will be receiving the new set top box and the smart card and he confirmed the same. Somebody from called me that he is from Reliance big TV came to my house without the set top box or the card and informed me that I was supposed to pay him Rs 300 in cash as the old set top box was not available as it was discarded and he wanted me to speak to the Call Center Executive and inform the same. I requested him to stay while I speak to the Call Center Executive and he was not willing to stay and he said once he receive the approval he will come back and deliver. On the same day I spoke to Vandana Kumari, and informed her that the executive who visited my house is asking for the old set top box and he will not replace the set top box and the card till he gets the old set top box or I have to pay Rs 300.when this was informed to Vandana even she was zapped for a movement and Vandana transferred the call to escalation team and I spoke to Mr. Rakesh and confirmed that he is escalated the case and I will get a replacement of new set top box and smart card within 24hrs. I called up the person who had come home and informed him that it is escalated and they have informed that I don’t have to give the old box and asked him to deliver it and he said that once he gets an update he will deliver the same. Abruptly the case was closed without the resolution and every time I called them I had to provide the address and alternate no. I spoke to Call Center Executive Mr.Manoj Kumar and asked him to transfer the call to Mr Rakesh from escalation team which he didn’t do and I had to explain him the complete case history to him and informed him that the local guys is asking for R300 again. He could not understand what I was saying and again I had to explain the case history to Manoj, and he asked about the technician name (Satish) and the ISP name which I dint know, as the technician was not willing to share the ISP name and I gave him the name (Satish) and number [protected] / [protected]. He confirmed that he will escalate and if he is asking for money, Manoj informed me to call the customer care if they ask for extra money apart from the recharge. On 18/10/2013, I spoke to Call Center Executive Praveen and asked for Rakesh from escalation team and he never transferred and I informed him that the case is closed without providing a resolution and Praveen suggested that he will raise a new request, even after requesting many times he never transferred the call. I had to sit and explain him the complete case history again to Praveen. He also confirmed that I don’t have to pay another Rs 300. The Rs 900 is charged only to replace them with a new set. Please note that on each and every call I had to give them my address and alternate no which is [protected]. After raising the ticket I asked him to put me across to Rakesh and he refused to transfer the call and I informed him that if it not replaced then to refund my Rs 900 which he accepted for the refund of the money I paid and ended the call. On 18/10/2013 I spoke to Call Center Executive Ms.Ashwini, the same day the within couple of hours the case was closed as it was closed informing that I was not ready to pay, however I had already made the payment on 17th midnight as mentioned earlier. I had to explain the complete case history to her again. She wanted to raise the another complaint again and she said within 48hrs a technician will be sent across for a replacement and if it is not I don’t receive the replacement and I need a full refund and she confirmed that the same has been updated in the records. On 19/10/2013 I spoke to Call Center Executive Ms. Krishnaveni, I asked her to transfer the call to escalation team Rakesh and she transferred the call to Rakesh and I informed him that both the cases has been closed and informed him that the technician is asking for Rs 300 as the old set top box is not available and Rakesh asked me to conference the technician (Sunil), Both Rakesh, Sunil and i were on call, Rakesh confirmed that set top box and card has to be replaced without the old box. Rakesh informed Sunil that they have to replace both and Sunil wanted Rakesh to confirm from his managers if it can be processed and sometime confirmed Sunil that it has to be replaced. Sunil wanted to verify with his manager if it can be processed without the old set top box and informed him that an approval mail has to be sent, which Rakesh informed that the mail has already been sent and Sunil confirmed that he will replace the set top box and card. On 21/10/2013 I spoke to Call Center Executive Mr Raghavendra and asked him to transfer the call to Rakesh from escalation team and I was transferred to Mr.Roopanjan and I had to tell him the complete case history again, and he informed me that a mail has been sent to the head of the technical department that the issue is still pending asking him to handle and close the case and confirmed me that max by 22nd, it should be resolved. I confirmed him that I don’t have to pay extra and he confirmed me that I don’t have to pay anything extra to the technician as I had already made the payment. On 23/10/2013 I spoke to Call Center Executive Mr Afsar and informed him that the case is closed without a resolution and clarify on the same and Afsar confirmed me that he will ensure to deliver the box and card as he has already sent a mail regarding the same. I asked him to transfer the call to Rakesh from escalation team and I was transferred to Ms. Veena, confirmed that it has been escalation team and asked me to wait till the end of the day and she will get it delivered on the same day. I informed that it will not be resolved and I need a refund. She repeated the same to wait till the end of the day and I asked her to transfer the call to Rakesh and she told that once the call is transferred she will not be able to transfer the call again; she says the same please wait and she will escalate. I told her to refund and again she says the same to wait. Again she says the same to wait till the end of the day. I disconnected and called back again as she was not helpful. On 23/10/2013 I spoke to Call Center Executive Ms.Anitha and asked her to transfer the call specifically to Rakesh from Escalation but I was transferred to Mr. Girish as Rakesh was not available, I asked for a refund, he said he will take the case personally and see to that it is resolved and he will escalated, he promised that how many ever days I dint have the service he will refund, He promised me to get it delivered within 48hrs, and canter guys confirm that they have already sent a mail and the ISP guys say that they haven’t received the mail. He confirmed that the old set top box is not needed as I have already paid Rs 900. Finally he says that there is no stock and he promised that I will get a replacement by tomorrow and he ended the call. On 24/10/2013 I spoke to Call Center Executive Mr Roopanjan, he was trying to probe me on the case and I had to explain the complete case history, he confirmed that as per company’s provision, if the customer is not able to old set top box and the smart card, then it has to be replaced directly without the old set top box, I asked him to transfer the call to Center Head, as he was not available and was out for lunch(I am sure that he dint want to take the call and the agent was asked to inform that I will get a call back), Roopanjan informed me that he will ask the center head to call me on my alternate no within the end of day and I am still waiting for the call from the center head.